Operations Manager – Paratransit Services

OPERATIONS MANAGER

Position Title: Operations Manager

Department: Operations

Reports To: General Manager

Position Summary

The Operations Manager oversees all paratransit service delivery, ensuring safe, efficient, and compliant daily operations. This role leads dispatch, road supervision, operator performance, and customer service activities to meet contractual and regulatory expectations. The Operations Manager drives performance through KPI monitoring, staff leadership, communication, and cross-department collaboration.

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Essential Duties & Responsibilities

• Oversee all daily paratransit operations, including dispatch, operators, and road supervision.

• Manage on-time performance, billable hours, and other key operational metrics.

• Coordinate with Safety & Training, Maintenance, and Dispatch to ensure service readiness.

• Resolve operational issues, service disruptions, and customer concerns.

• Implement and reinforce operational policies, standards, and procedures.

• Lead regular team meetings to review performance, expectations, and improvements.

• Review and analyze data to identify trends and operational needs.

• Support hiring, onboarding, coaching, and corrective action processes for operations staff.

• Assist in investigations and safety-related follow-ups.

• Maintain strong communication across internal departments and external partners.

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Minimum Qualifications

• 5+ years of experience in transit or paratransit operations.

• 3+ years of supervisory or management experience.

• Strong understanding of ADA paratransit requirements.

• Experience managing KPIs such as OTP, missed trips, LDs, and labor utilization.

• Strong leadership, communication, and problem-solving skills.

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Preferred Qualifications

• Experience working within MARTA Mobility or a comparable regional paratransit system.

• Experience overseeing large-scale operations with 100+ employees.

• Safety or operations certifications.

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Skills & Competencies

• Leadership and staff development

• Data-driven decision-making

• Strong communication skills

• Cross-departmental collaboration

• Conflict resolution and coaching

• Organizational and time management skills

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Key Performance Indicators (KPIs)

• On-time performance (OTP)

• Reduction in missed trips and liquidated damages

• Billable hour accuracy and efficiency

• Staff attendance compliance

• Operational communication timeliness and effectiveness

• Customer satisfaction indicators

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Work Environment & Physical Requirements

• Office and field-based role within a 24/7 operating environment.

• Must be able to walk the yard, conduct field observations, and board vehicles.

• Requires flexibility for early mornings, evenings, weekends, or emergencies.

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Why Work With Us

As a key leader in our organization, you help shape service delivery across the Atlanta region. A-National Transit provides a supportive environment, operational autonomy, and growth opportunities in a mission-driven operation.