Position Purpose
The Senior Manager of Operations is a strategic and hands-on leader responsible for overseeing bus service delivery. This position manages an Operations Manager, Operations Supervisors, and Bus Operators to ensure the safe, reliable, and customer-centered execution of daily service. The Senior Manager plays a vital role in translating agency goals into actionable operational plans, developing clear policies and SOPs, building strong interdepartmental relationships, and fostering collaboration with union leadership. The role demands high-visibility field leadership and a commitment to employee engagement and service excellence.
Key Responsibilities
Leadership & Supervision
- Provide direct supervision and professional development to Operations Managers and Supervisors; indirectly oversee Bus Operators.
- Set performance expectations and foster a culture of safety, accountability, teamwork, and respect.
- Be a visible leader across all shifts and locations — regularly engage with frontline employees in the field, at operating divisions, and during service hours.
- Champion employee engagement and recognition, supporting a positive and inclusive workplace.
Operational Planning & Execution
- Plan and execute daily, weekly, and long-range service operations aligned with organizational objectives.
- Use data to monitor and improve on-time performance, service quality, and customer experience.
- Lead operational responses to service disruptions, weather events, emergencies, and special events in coordination with internal and external partners.
Union Collaboration & Workforce Relations
- Maintain a collaborative, professional working relationship with Amalgamated Transit Union (ATU) leadership.
- Support the consistent administration of the collective bargaining agreement and engage union representatives proactively on workforce issues, work rules, and operational changes.
- Participate in labor-management discussions and grievance responses, partnering with Human Resources as needed.
Policy, Procedure & Compliance
- Lead the development, implementation, and periodic review of Standard Operating Procedures (SOPs) and operational policies.
- Ensure all operations comply with agency policies, local/federal regulations, safety standards, and labor agreements.
- Align operating procedures with training and development programs to ensure clarity and accountability.
Cross-Departmental Collaboration
- Serve as the primary liaison between Operations and departments including Planning, Safety, Maintenance, Customer Care, Human Resources, and Communications.
- Partner with other departments to implement service improvements, technology upgrades, safety initiatives, and operational innovations.
Strategic Support & Administration
- Provide guidance to the Director of Operations on staffing, resource planning, budgeting, service performance, and strategic initiatives.
- Prepare clear, data-informed reports and recommendations for internal and external stakeholders.
- Stay current on industry best practices and regulatory trends to inform continuous improvement.
Core Competencies
- Leadership Presence
- Strategic & Tactical Execution
- Union Collaboration & Labor Relations
- Policy & SOP Development
- Operational Performance Management
- Crisis & Incident Response
- Staff Development & Coaching
- Interdepartmental Coordination
- Customer Service Orientation
Qualifications
Required:
- At least 5 years of progressively responsible experience in transit operations, including 3+ years in a supervisory or managerial capacity.
- Demonstrated leadership in a unionized workforce environment.
- Experience in managing large frontline teams and complex service delivery.
- Strong interpersonal skills, with the ability to lead through influence and build trust.
- Familiarity with operational technology (CAD/AVL, scheduling, workforce management systems).
- Proficient in Microsoft Office and data analysis for performance reporting.
Preferred:
- Bachelor’s degree in Transportation, Business Administration, Public Administration, or a related field.
- Direct experience working with labor unions, grievance processes, and collective bargaining agreements.
- Knowledge of FTA and ADA compliance requirements.
Physical and Schedule Requirements
- Ability to sit, stand, walk, lift, reach, and perform repetitive wrist motions.
- Must be able to operate standard office and event equipment.
- Flexibility to work variable hours, including early mornings, evenings, weekends, holidays, and during emergency events.
- Must be able to work under pressure, manage multiple priorities, and handle emergency situations calmly and effectively.
Required Skills and Abilities
- Strong organizational, project management, and problem-solving skills.
- Ability to develop and deliver presentations and written reports.
- Effective communication with all levels of staff, external partners, and the public.
- Ability to interpret transit schedules, maps, and detour plans.
- High attention to detail, ability to prioritize tasks, and meet deadlines.
- Demonstrated ability to work independently with minimal supervision.
- Commitment to exceptional customer service and continuous improvement.
- Experience managing budgets and contractual agreements.
- Strong interpersonal skills, professionalism, and ability to maintain confidentiality.
Equal Opportunity Employer
WeGo Public Transit is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer.