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Director of Operations

Company: transdevna
Location: San Mateo
Posted on: November 14, 2022

Job Description:

Overview:Transdev (formerly Veolia Transportation) is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit, shuttle, sedan and taxi services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming. This is a high-level management position for an experienced and seasoned transit industry leader. This position reports to the General Manager and is responsible for the direct oversight of the performance of a Transdev Operations Division operating 150 buses, two community-based non-profit service providers and multiple San Francisco-approved taxi companies. This position requires a high level of professionalism, self-driven leadership and skills in timely follow-up. Proven experience with effective writing, speaking and organization are absolute requirements of this job. Responsibilities: Responsibilities/Duties: This position reports to Transdev's San Francisco Brokerage General Manager and has responsibility in three primary areas: van and taxi contractor compliance, customer service/outreach and oversight of all operational aspects of the SF Access, SF Paratransit taxi & SF Paratransit Group Van programs, including Essential Trip Card Program, Shop-A-Round and Van Gogh vehicle operations. To that end, this position is responsible for the daily oversight of all critical components of operations of these services including overseeing a team of employees responsible for assisting passengers with information and service issues, accepting and recording formal complaints, forwarding all formal complaints to respective service operators and following up with service operators on complaint investigation and response. The oversight includes timely preparation of follow-up correspondence to passenger complaints with resolution that explains the administrative close out of each complaint. This position also ensures full contractor compliance with service delivery aspects of the service. Through oversight of field monitoring personnel, the director ensures periodic and random checks of service provision in the field, reviews reports, meets regularly with service providers both at contractor terminals and at Transdev offices for the purpose of reviewing complaint patterns, discussing field observation reports, solving service issues and curbing specific contract violations. The director also oversees the timely planning, preparation of and rollout of all outreach activities including informational videos, recordings, messages, brochures, riders' guides and other printed materials, passenger surveys, lobby signage, public meetings, etc., and ensures that to the extent feasible, all communications are accessible to passengers with disabilities and diverse cultures in accordance with SFMTA standards. This manager is also responsible for coordinating with operational divisions and managing rider approvals, all group van program activity including understanding expenditures to budget activity, trip distribution, adherence to the executed Memorandums of Understanding between agencies and service providers and communicating this out to all service providers. Establishing guidelines for adding passenger participation in the various van programs such as Group Van, Van Gogh and Shop-A-Round is also the responsibility of this position in coordination with Transdev's Manager of Mobility Management. In the absence of the General Manager, this position must be capable of at a minimum temporarily assuming those duties and directing the overall Transdev team. As a part of contractor monitoring and compliance, this manager will oversee the preparation of meaningful reports regarding on-time performance, complaints, trends and group van ridership and ADA Paratransit and working with the Contracts Administrator will make recommendations for assessment of liquidated damages for substandard performance by contractors. This position is also responsible for the preparation and rollout of company safety programs for this Transdev location including enforcement of the pre-employment substance abuse testing requirements and WebRisk system. This position requires a high level of focus and organizational skills and must be capable of following through and working independently and achieving a high level of work product output with little, and at times, no direct supervision. Office work hours are generally 8 am to 5 pm, Monday through Friday but as commensurate with a high-level position as this one, often times, work outside of these hours is expected. Because of the nature of this position and the need to balance multiple priorities, the successful candidate must be able to have excellent time management skills and be capable of establishing priorities and move quickly and dependably through the array of tasks. Must be creative, forward thinking, and have initiative and display high-level leadership skills. This position is also the lead in partnership with the GM and the Transit Operating Division GM in emergency preparedness and operations. Certain certifications (e.g., in ICS 100/200 & ICS 300/400, etc.) will be obtained after six months. This position also participates in a number of emergency planning meetings and preparedness exercises. The position is engaged in EOP plan development and training of direct reports in specific duties and areas of responsibility.
This manager must be capable of performing in a variety of different public presentation settings and be able to adapt to different audiences with different presentation styles. Knowledge of ADA Paratransit, eligibility criteria, working with social service agencies, working with the public and some experience with federal, state and local laws is also necessary. Skills/Knowledge/Abilities: This position requires strong leadership, supervisory and team-building skills and abilities and requires successful candidate to possess a positive and energetic demeanor. Successful candidate must have the ability to be organized, focused and be capable of performing timely follow-up on all assignments and tasks without prompting. Successful candidate will take initiative on matters critical to the General Manager, be dependable and must be capable of communicating clearly at all times and in all situations and interacting with diverse groups of people in a sensitive, caring and understanding manner. Candidate must be capable of demonstrating excellent writing and speaking skills. Proficient computer skills are a requirement of this job. Working fluency with MS Word, MS Excel a must; experience with other relevant software such as MS PowerPoint and desktop publishing software is preferred. Candidate must possess the ability to read and comprehend federal regulations and state and local laws. Some knowledge and experience in governmental affairs or governmental relations may also be advantageous. Experience with specific transit-related software including Trapeze PASS is preferred but the ability to quickly grasp skills with these transit specific software products and related applications is satisfactory. Other Duties: Position requires attendance at all advisory committee or subcommittee meetings, service provider and/or public meetings and/or training sessions for drivers, supervisors and other personnel. The Director will make oral and/or written presentations as needed. Other related duties as assigned.Qualifications: Experience/Educational Requirements: Graduation from an accredited four-year college or university is required with a major in Business Administration, Business Law, Political Science, Public Administration, Transportation Studies or related field. Graduate degree or the completion of some graduate coursework a plus. Experience in a disability-related work environment is preferred. Experience working in a fast-paced work environment is also a plus. At least three years of proven and progressively increasing responsibility in a supervisory or leadership capacity is required. Work Environment: Ninety-five percent (95%) of the work performed in the capacity of this position is in a professional office environment that is clean, well lit, and in compliance with the ADA's Architectural Standards. Minimal lifting is required and never any more than boxes of 25 pounds. The remaining five percent (5%) level of work may be performed off site but never in unsafe or hazardous surroundings. The office is environmentally friendly and neither smoking nor artificial scents are permitted in the work environment. For more information please visit our website at


The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.
EEO is the Law Poster: Drug free workplace If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check
Associated topics: administrative assistant, administrative officer, administrative staff, assistant, beverage, document, operational assistant, operational support, records management, support

Keywords: transdevna, San Mateo , Director of Operations, Executive , San Mateo, California

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