Operations Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Annapolis, MD, US

This position reports to the Area Manager and ensures day-to-day operational excellence for the Paratransit Services.

Some Duties to Include:

• Ensure accurate and timely reporting and data collection, supporting internal KPIs and regulatory compliance.
• Collaborate with management to monitor and control departmental budget performance.
• Provide daily operational leadership and support to drivers to ensure efficient service delivery.
• Conduct daily operations reviews, identifying areas for improvement and implementing solutions as needed.
• Review and take action on the Daily Operations Report, implementing corrective measures when necessary.

• Serve as the primary liaison with THE CONTRACTOR staff, addressing operational issues proactively and collaboratively.
• Support and implement service improvement programs and strategies in coordination with THE CONTRACTOR.
• Identify and address potential service delivery problems with corrective actions and contingency planning.
• Lead efforts to reduce customer complaints, in coordination with department heads, and develop complaint reduction strategies.

• Promote and foster a team-oriented, safety-first culture among all operations staff.
• Monitor and support compliance with all safety procedures.
• Initiate and maintain open communication with union representatives to reduce grievances.
• Attend Mediation and Arbitration hearings as required.
• Participate in Union Contract negotiations as a management representative.
• Conduct grievance investigations and 2nd step hearings to ensure alignment with labor agreements.
• Set clear Goals and Objectives for all operations employees and monitor performance outcomes.

• Conduct and document regular quality control checks on the bus fleet, taking necessary corrective actions.
• Collaborate closely with the Maintenance Manager, ensuring proper communication and rapid resolution of fleet issues.
• Maintain a strong relationship with support department managers to facilitate cross-functional alignment.

• Monitor on-time performance of operators and proactively address schedule adherence issues.
• Track and improve customer satisfaction through data insights and passenger feedback.
• Investigate customer complaints thoroughly and provide timely follow-up and reporting.
• Develop and implement programs to improve productivity, performance, and efficiency throughout operations.

Performs other duties as assigned.

Demonstrates the ability to communicate effectively both orally and in writing. Understands and conveys information with clarity and appropriateness. Exercises sound judgment in determining what information is relevant, how it should be communicated, to whom, and when.

Effectively marshals resources (people, funding, materials, support) to accomplish tasks and goals. Skilled in orchestrating multiple activities simultaneously. Maintains orderly files, data, and materials for optimal accessibility and productivity.

Utilizes time efficiently and prioritizes tasks to maximize productivity. Focuses on high-impact activities, consistently completing work faster and more effectively than peers.

Meets and exceeds customer expectations by displaying professionalism, sensitivity, and responsiveness. Accurately identifies customer needs, explains services clearly, and navigates challenging situations with poise and empathy.

Possesses strong understanding of written materials, including policies, procedures, and technical documentation relevant to the job.

Makes timely, accurate, and well-reasoned decisions. Involves appropriate stakeholders in decision-making processes and considers long-term implications and organizational goals.

Bachelor’s degree or equivalent combination of education and experience.

Minimum 3–4 years of…