Operations Manager, Passenger Transportation Services

Are you being given the opportunity to lead at your full potential? You’re already a strong operations leader. You’ve spent years learning how to run a transportation operation: managing people, solving problems, improving performance and delivering results. But maybe you’re ready for something more. More ownership. More influence. More opportunity to put your ideas into action, and a chance to help shape the future of a growing business. Care Calgary Inc. is an established and growing paratransit service provider, and we’re looking for an Operations Manager to lead our passenger transportation operation in Calgary. This isn’t simply a role overseeing schedules and dispatch. Our scheduling, dispatch and service teams run the day-to-day. You’ll be accountable for operational performance, people leadership, labour relations, safety and continuous improvement, and you’ll oversee our Care Auto garage. You’ll also be a go-to partner to the President, working closely on new projects, growth opportunities and strategic initiatives beyond the operation. As you settle into the position, there will be an opportunity to take on responsibility beyond Calgary. You’ll have the independence to lead, the accountability to deliver results and room to grow. Why This Role Real ownership. You’ll lead the operation independently, with minimal direction. You’ll be trusted to set priorities, solve problems and improve systems. Direct access to the President. Your ideas go straight to the person who can act on them, and you’ll work on new projects together. A chance to build. Even a strong operation can be stronger. You’ll improve procedures, develop people, introduce smarter technology and strengthen accountability. A broader remit. You’ll also oversee our Care Auto garage and take part in growing its client base. Impact on people. Our drivers, dispatchers and riders depend on your leadership. For many riders, our service is their independence. What Success Looks Like The operation runs reliably, safely and efficiently without constant intervention from senior leadership On-time performance and vehicle allocation are managed proactively, and KPIs are met and exceeded Drivers and dispatchers know what’s expected, are coached well and are held accountable fairly and consistently Labour relations are handled professionally and with sound judgment Problems are caught early and fixed for good SOPs across every process are clear, current and followed Customer concerns are resolved promptly and professionally, and recurring issues are eliminated Leadership receives accurate, organized, decision-ready reports Projects move forward with clear plans, milestones and reliable execution Technology and AI are used intelligently and responsibly to strengthen the operation What You’ll Do Lead the operation Be accountable for the effective delivery of daily paratransit operations, including scheduling, dispatch, on-time performance (OTP) and fleet and vehicle allocation, by overseeing and developing the teams that run them Address driver performance issues, including OTP shortfalls, fairly and consistently Ensure vehicles, including our hybrid fleet, are distributed equitably across drivers and routes Coach dispatch staff on communication tone, professionalism and documentation standards Find and close gaps in our processes, and own the development and updating of SOPs across every part of the operation Track KPIs on an ongoing basis, working to meet and exceed targets Be visible, on site and approachable to drivers and dispatchers Keep our people and riders safe Champion a strong safety culture: safe driving for our drivers and operators, and safe transport for our riders Apply accessible transportation safety procedures, including vehicle securement, and coach drivers in real time Lead our people Be the primary contact for day-to-day labour relations, bringing in legal …

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