Assistant Manager of Operations (Service Delivery) at Utah Transit Authority

Salt Lake City, UT 84101

About the Job

Utah Transit Authority

Drive Excellence in Transit Operations!

Are you a detail-oriented, customer-focused professional passionate about enhancing transit services? Join us as an Assistant Manager of Operations (Service Delivery) and contribute to delivering reliable and efficient transit operations. In this role, you'll collaborate closely with the Manager of Operations and various departments to optimize scheduling, workforce planning, and operational strategies. You'll also oversee customer feedback investigations, ensure ADA compliance, and promote a positive, solution-oriented work environment.

What youll Do:

Reports to the Manager Operations (Service Delivery) and supervises the Specialist Operations (Service Delivery) and the Supervisor Operations (Work Assignments).
Support the Manager and Director of Operations (Service Delivery) and performs a variety of administrative and professional work in areas such as the development of staffing, workforce planning, workforce utilization, blocking, run cutting, vehicle assignments, schedule making, scheduling material, cost analysis, bid process, extra board operations, performance measures for operations, investigation of customer feedback related to transit operations and service delivery.
You will play a key role in schedule writing, run cutting, vehicle assignment and ensuring customer concerns are addressed by reviewing complaints, pulling and analyzing evidence, interviewing employees, and gathering necessary information to close out cases.
For complex cases that require further investigation, the Assistant Manager packages and forwards cases to the appropriate service units, monitors their progress, and ensures timely reporting.
Direct interaction with customers and employees to resolve issues and improve service quality.
Manage operations-related Americans with Disabilities Act (ADA) cases, ensuring these are reviewed and addressed, in compliance with federal regulations.
Serve as a liaison between the Operations and Customer Service team and customers, promoting a responsive and accountable service environment.
Work closely on union matters to resolve issues and to promote a positive work environment for all employees.
Be required to establish and maintain a strong relationship with service units and other departments to fulfill requests, support special projects, and resolve issues. This position is required to demonstrate a commitment to safety that guides all aspects of work through consistent and professional behaviors in performance of the essential duties.

MINIMUM QUALIFICATIONS

EDUCATION/TRAINING: Associates degree in public administration, transportation, statistics, or related field.

EXPERIENCE: Three years of progressive experience in transit operations, maintenance, schedule making, or a related support function.

One year of supervisory experience in a transit operations environment, working with staffing, workforce planning, workforce utilization, blocking, run cutting, vehicle assignments, schedule making, scheduling material, customer information, cost analysis, performance measures for operations, and working with Unions.

Experience with regulatory compliance in the context of FRA, FTA, or similar safety and operational standards.

Must have a valid Utah driver's license with no more than 4 moving violations in the past three 3 years; cannot have a violation of driving under the influence of alcohol and/or drugs within the last 10 years.

Knowledge:

Transit operations and service delivery.
Familiarity with Computer-Aided Dispatch / Automatic Vehicle Location systems, Customer Relationship Management software, CCTV, and other technology tools used in transit operations.
Investigation practices, including evidence gathering, data analysis, interviewing techniques, and incident management.
Labor relations, including working within union environments and collective bargaining agreements.
Relevant regulations, laws, and guidelines, including ADA, Equal Employment Opportunity (EEO), and FTA standards.
ADA and FTA compliance requirements.

Skills:

Operations supervision.
Prioritize tasks, manage complex investigations, and make decisions under pressure. Manage multiple tasks, monitor case progress, meeting deadlines, Coordination and Problem-Solving.
Effective use of Customer Relationship Management and other technology tools in daily operations.
Interface effectively with employees, customers, and stakeholders to resolve issues and improve service quality.
Proficient in the analysis of evidence including video and data review along with report generation.
Ensure that customer feedback investigations adhere to legal, regulatory, and collective bargaining requirements.

Abilities:

Conduct thorough investigations by gathering evidence, interviewing parties, and analyzing data to resolve customer feedback and operational issues. Handle complex cases requiring in-depth investigations and ensure compliance with regulations.
Create, implement, and maintain systems, processes, procedures, and work instructions that support operational goals and compliance standards. Ensure compliance with ADA, FTA, and other relevant regulations in all aspects of work, from investigations to service delivery.

- OR -

An equivalent combination of relevant education and experience.

[UTA reserves the right to determine the equivalencies of education and experience

This job requires regular and predictable attendance.

As a full-time Administrative Employee, your Total Rewards Benefits Package will include:

Health, dental, vision, life/AD&D, short-term and long-term disability insurance (eligible after 30 days of employment), with Flexible Spending and Dependent Care accounts. Choice between Traditional Co-Pay or High Deductible Health Plans for medical coverage. HSA with company match available to employees enrolled in the HDHP. Benefit plans include coverage for domestic partners (eligibility affidavit required for coverage).
Onsite Health and Wellness Clinics for medical care at no cost to employees, spouses, domestic partners, and dependent children.
22 days of accrued paid time off (13 vacation days and 9 sick days), which increases with tenure at UTA.
10 paid holidays and two paid (2) floating holidays per year.
Retirement options - Pension Plan with 5-year vesting schedule and 457 Contribution Plan, available for immediate contributions and company matching.
Generous tuition reimbursement for higher education, available for any higher education degree (bachelor, master, or PHD). Course of study must be approved prior to enrollment.
Training, development, and career advancement opportunities.
Paid parental leave for birth, adoption, and child placement (after 12 months of employment).
Free transit passes for employees, their spouses, and their dependent children.
Employee assistance program includes counseling, legal services, financial planning, etc.
UTA Well a comprehensive wellness program designed to support employees and dependents in their health and wellness goals.
Free on-site fitness facilities and discounted membership to VASA Fitness and EoS Fitness.
Discounted cell phone plans with T-Mobile and AT&T.
Pet insurance plan options (tailored plan coverage based on pets health and needs).

For more information on UTAs Total Rewards benefits package, please visit:https://jobs.jobvite.com/rideuta/#benefits

Pay Rate: $79,000.00 or more depending on experience.
Close Date: Monday January 13th, 2024 @ 5:59 PM MST

* UTA promotes equal employment opportunities through its employment practices to current employees as well as internal and external applicants without regard to race, color, religion, national origin, disability, age, pregnancy, sex, sexual orientation, gender identity, veteran status, status as a parent, or genetic information. Applicants needing an accommodation under the Americans with Disabilities Act for any part of the application process should contact UTA Human Resources at 801-287-2324. A minimum of two workdays notice prior to the need for the accommodation is required.

*Utah Transit Authority is a drug-free workplace, subject to federal drug and alcohol testing regulations under 49 CFR Part40,655, and219. All offers for employment are contingent upon a successful pre-employment drug test. If a pre-employment test returns a non-negative result, an application for employment may be rejected. All employees are subject to reasonable suspicion and post-accident testing for drug and alcohol use. All safety sensitive employees are subject to random testing for drug and alcohol use.

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