Director-Paratransit Operations & ADA Compliance

• Base Pay $65,000.00 - $75,000.00 / Year
• Employee Type Full Time
• Manage Others Yes

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The Director of Paratransit (STRIDE) Operations and ADA Compliance is responsible for the leadership, management, and performance of DTA’s STRIDE service and related ADA operational functions within the On-Demand/Paratransit department. This position directs day-to-day STRIDE operations, including staffing, scheduling coordination, dispatch practices, service performance, investigations, policy and procedure development, and ADA-related operational compliance.

This role reports to the Chief Operating Officer and is responsible for meeting department performance metrics and operational expectations as directed by the COO. The Director manages assigned collective bargaining and non-represented employees and is responsible for employee accountability and disciplinary action consistent with the STRIDE collective bargaining agreement, DTA policy, and applicable labor practices.

Working across operations, maintenance, safety, security, scheduling, customer experience, human resources, and other internal partners, this role helps ensure STRIDE service is safe, reliable, compliant, efficient, and responsive to customer needs.

The DTA is an award-winning transit agency that provides safe, convenient and affordable public transit service (both fixed-route and paratransit) within the Twin Ports of Duluth, MN and Superior, WI. We transport just under 3 million passengers annually by way of our 75+ bus fleet and we employ approximately 200 team members.

• Direct and oversee the daily operation of the STRIDE department, including service delivery, dispatch, scheduling coordination, staffing, and operational performance.
• Lead assigned dispatch staff and collective bargaining employees, including hiring, onboarding, coaching, performance management, employee development, scheduling oversight, and workforce planning.
• Administer employee accountability, investigations, corrective action, and disciplinary action consistent with the STRIDE collective bargaining agreement, DTA policy, and established labor-relations practices.
• Ensure the department meets performance metrics and operating expectations established by the Chief Operating Officer, including on-time performance, missed trips, trip denials, no-shows, complaints, productivity, attendance, safety, and service reliability.
• Develop, implement, and maintain dispatch playbooks, standard operating procedures, departmental policies, and operating practices for STRIDE service delivery and ADA-related operations.
• Lead ADA-related investigations, service complaints, incident follow-up, compliance reviews, and operational response to customer accommodation issues.
• Ensure compliance with ADA requirements, DTA policies, and service standards applicable to STRIDE operations.
• Monitor service and workforce performance, identify trends and operational concerns, and implement corrective actions and continuous improvement initiatives.
• Partner with safety, security, training, maintenance, scheduling, customer experience, human resources, and other departments to support coordinated service delivery and effective response to daily operating issues.
• Prepare reports, recommendations, and presentations for the Chief Operating Officer and other leadership regarding service performance, staffing, compliance activity, budget needs, and operational priorities.
• Support department budget development, resource planning, procurement activities, and vendor or contract oversight for assigned areas of responsibility.
• Represent DTA in meetings involving STRIDE operations, ADA service matters, customer concerns, and community stakeholder issues.
• Participate in irregular operations response, emergency coordination, and after-hours operational support as needed.
• Perform other duties as assigned.

• High school diploma or GED required.
• Minimum of five (5) years of progressively responsible experience in transit, paratransit, demand-response transportation, dispatch, scheduling, service delivery, customer operations, or a related operational…