MACS OPERATIONS MANAGER

Job ID:

240688

Location:

MD-Metro Bldg New Carrollton

Full/Part Time:

Full-Time

Posting Open-Close

11/21/2024

-

12/04/2024

Union

NRP

Regular/Temporary:

Regular

Job Description

WMATA is hiring a MetroAccess Operations Manager to oversee and advance MetroAccess paratransit contractor performance. In this role, you¿ll manage contractor performance, promote a safety-first environment, investigate incidents, and lead a team of service monitors. You will also work closely with the MetroAccess Director to enhance service delivery, promote safety, and ensure contract compliance. This position requires operational expertise and a commitment to serving people with disabilities. Join WMATA¿s MetroAccess team and make a positive impact in the community.

Minimum Qualifications

Education

• Bachelor's Degree in Business Management, Public Administration, Transportation, or a related field

• In lieu of Bachelor's degree, a high school diploma or GED and four (4) years of managerial or supervisory experience in a transit organization or in a substantial organization providing major services or products to the public

Experience

• A minimum of ten (10) years of managerial or supervisory experience in a transit organization or in a substantial organization providing major services or products to the public

Certification/Licensure

• N/A

Preferred

• N/A

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Mission Essential Designation:

• In accordance with the Washington Metropolitan Area Transit Authority's Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events.

Job Summary

The MetroAccess Operations Manager (OM) is primarily responsible for the continued monitoring and regulation of the operational performance of the MetroAccess paratransit contractors. To accomplish this, the incumbent provides direction, oversight, coordination and monitoring of the MetroAccess contractor's performance on a continuous basis and management of MetroAccess service monitors. The OM is required to modify and develop procedures to meet new or unusual work situations and keeps the Director, MetroAccess informed of operational or policy issues requiring attention.

Essential Functions

• Conveys service deficiencies and customer needs to the Director, MetroAccess.

• Coordinates investigations into accidents, incidents, or other situations in which the Authority's interest must be represented from an operational, safety or liability perspective.

• Maintains current information on contract personnel manpower allocation, turnover, and recruitment practices. Ensures adequate staffing to meet operational and contractual requirements.

• Monitors the response time contract maintenance personnel to road calls, and reports deficiencies to the Director, MetroAccess that result in excessive down time and interruptions of service.

• Communicates operational priorities to call center personnel to ensure that drivers are made aware of vital information. With the Director MetroAccess, coordinates operational instructions given to contract personnel in accordance with the WMATA Severe Weather Policy and other applicable operational directives.

• Reviews operational data produced by contract personnel for accuracy and completeness; compares operational data with customer service feedback; and directs operational changes to improve performance and enhance the customer experience.

• Represents MetroAccess at operational meetings within WMATA and serves as interface with related departments to include BUS, RAIL, MTPD, and SSRM. Provides weekly and monthly statistical data for system-wide operational performance reports and similar information to those departments upon request. Prepares and presents reports and recommendations within areas of assigned responsibility.

• Manages, directs, trains, and evaluates the team of service monitors. Assigns areas and customers for service monitors to observe for quality assurance purposes. Coordinates work assignments for service monitors with other duties that may be assigned at the discretion of the Director, MetroAccess.

• Inspects driver and criminal history records for completeness and compliance with contractual criteria. May direct service monitors to assist in such audits.

The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment

• Personal interview

• Verification of education and experience (including certifications and licenses)

• Criminal Background Check (a criminal conviction is not an automatic bar to employment)

• Medical examination including a drug and alcohol screening (for safety sensitive positions)

• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.