Operations Director

Job Summary
People are at the heart of our business. We lead by example in promoting and ensuring we maintain a strong safety culture, where strict adherence to risk mitigation and safety/security protocols of our employees, passengers, clients, and communities is critical.

We are seeking a people and client-centric
Director of Operations
to oversee regional bus and transit operations responsibilities. This role requires a results-driven leader with strong financial acumen, accountability, and a focus on safety and risk mitigation. As a strategic leader, the Director of Operations ensures seamless service delivery across multiple locations, maintaining the highest standards in customer service, employee engagement, and regulatory compliance.

Salary Range: $115,000-120,000/year
Critical Components
A highly conscientious leader who:

• Promotes a diverse and inclusive, positive, respectful, and healthy work environment.
• Prioritizes employee engagement and retention strategies.
• Offers professional, personal, and technical development to include continuous learning and mentoring opportunities.
• Partners with Safety, Risk, and Continuous Improvement to implement process improvements to ensure compliance and drive excellence in all aspects of our operations.
• Execution of client's service planning. Works with the client to improve scheduling/blocking and recommends real-time scheduling adjustments based on service demands and/or disruptions.
• Develops and maintains effective working relations with teams, colleagues, the union, the public, medical and governmental agencies, elected officials, and the board of trustees.
• Provides oversight, direction, and coordination of staff in the provision of cost-effective, efficient, and reliable transit services within available and financial resources.
• Impeccable judgment and ability to make sound decisions in a fast-paced, dynamic setting.
• Excellent written and verbal communication skills.
• Executive-level presentation skills and ability to handle high-level client interactions.
• Strong interpersonal, relationship-building, and negotiating skills.
• Demonstrated ability to manage people in operational and corporate support programs for a large organization.
• Ability to develop and implement strategic plans.
• Ability to effectively organize, access, and produce a variety of written materials for different audiences and consistently meet deadlines.
• Demonstrated ability to inspire, create, and establish effective working relationships with peers, staff, customers, and diverse constituents.
• Must have strong verbal and written communication that is clear, concise, and transparent, encouraging an "open-door" policy.
• Ability to communicate effectively with diverse audiences, including the media and external stakeholders concerning operation issues.
• Ability to establish and maintain productive working relationships with employees, subordinate managers, consultants, and the public, including those from culturally diverse backgrounds, the elderly, persons with disabilities, or other vulnerable populations.
• Ability to convey confidence and self-awareness regarding interpersonal and communication skills.

Essential Functions / Process Responsibilities include the following: other duties may be assigned as necessary:
People-Centered Leadership

• Foster a positive, diverse, and inclusive work environment that encourages respect, collaboration, and well-being.
• Implement employee engagement and retention strategies to build a motivated, high-performing workforce.
• Provide ongoing professional, personal, and technical development opportunities, including continuous learning and mentoring.

Operations Management

• Manage all aspects of transit operations, safety, financial outcomes, customer service, and maintenance for multiple locations.
• Coach and lead General Managers to ensure operational consistency and alignment with company goals.
• Serve as acting General Manager when needed to maintain continuity of leadership.
• Monitor operations through daily, weekly, and monthly reviews, providing clear expectations to location leaders.
• Partner with Safety, Risk, and Continuous Improvement teams to implement operational enhancements and ensure compliance.

Customer And Client Service

• Collaborate with clients on service planning, scheduling, and real-time service adjustments to meet demands and mitigate disruptions.
• Ensure contract compliance, audit readiness, and alignment with client expectations and requirements.
• Build strong relationships with clients, municipalities, unions, community stakeholders, and elected officials to drive service excellence.

Financial And Risk Accountability

• Oversee budgets and ensure financial performance aligns with established goals.
• Mitigate operational risks through strict adherence to safety protocols and risk management strategies.

Safety & Compliance

• Works with all company and local team members to create a strong, vibrant, and engaging safety culture.
• Demonstrated knowledge and experience in coordinating transit safety and service delivery, field operations, labor relations, staff development, and collective bargaining negotiation skills in a union environment strongly preferred.
• Ensures compliance with local, state, and federal laws and regulations (EPA, OSHA, DOT, ADA, and EEOC).

Leadership

• Excellent interpersonal and public communication skills.
• Demonstrated ability to manage a large and diverse workforce, especially in a unionized setting that requires intense attention to customer service and the customer experience.

Business Acumen

• Demonstrated ability to budget, plan, and allocate corporate resources in a large organization.
• Demonstrated ability to exercise critical thinking, analysis, and managerial judgment.
• Ability to establish credibility and influence constituencies quickly. Demonstrated ability to lead the implementation of strategic and operational initiatives.
• Demonstrated skills in managing large, complex organizations that are multi-modal, decentralized, and use multiple technologies.
• Demonstration of intense commitment to customer service. Results-orientated with a strong work ethic in a multitasking environment.

Interpersonal/Engagement

• Demonstrated ability to partner and collaborate with a diverse staff, address complex or sensitive situations, to advance the goals and strategies of the client.

Education & Experience

• Bachelor's degree preferred; master's degree is a plus.
• Minimum of 10 years of operations management experience in fixed-route transit or bus operations.
• Prior experience as a General Manager or Operations Director across multiple sites is highly desirable.
• Experience working with local governments, municipalities, and public agencies is essential.

Union Management

• Demonstrated experience managing in unionized environments, including negotiations and labor arbitrations.

Skills & Competencies

• Strong financial and business acumen with a results-oriented approach to accountability.
• Excellent verbal and written communication skills, including executive-level presentation skills.
• Expertise with Microsoft Office Suite, with advanced proficiency in Excel.
• Exceptional interpersonal and leadership skills, with the ability to build relationships across all levels of the organization.

Key Traits

• Impeccable judgment and decision-making abilities in dynamic environments.
• Strong interpersonal and negotiating skills to manage complex relationships with unions, clients, and stakeholders.
• Ability to remain agile and responsive to shifting priorities while maintaining a focus on long-term goals.

This role offers a dynamic opportunity for a visionary leader who can align operations with strategic objectives, ensuring safety, efficiency, and excellent service delivery across all locations. The ideal candidate will have a passion for public transit, an unwavering focus on people, and the expertise to lead through collaboration and accountability.

Leadership Model For Success

• Leadership

Safety, Building Teams, Performance Management, Developing Talent

• Business

Business Acumen, Strategic Visionary, Decision Making, Profitable Growth

• Interpersonal

Trustworthiness, Building Relationships, Influencing Others, Communication

• Wellbeing

Managing Stress, Work-Life Harmony, Mental Wellness