Sr. Director of Dispatch and Command Center

EFFECTIVE DATE: March 2026 FLSA: Exempt JOB TITLE: Dispatch and Command Center Manager DEPARTMENT: Transit Operations REPORTS TO: Chief Operations Officer Job Function The Dispatch and Command Center Manager is responsible for managing the daily operations of the radio room and Fixed Route dispatch command, ensuring safe, efficient, and reliable transit service delivery. This role serves as the central point of coordination for system communications, real‑time operations management, emergency response, and special events. The manager will supervise dispatch and communications staff, maintain system‑wide situational awareness, and ensure consistent communication between operations, safety, and the public. The position entails the supervision of Fixed Route and Trolley coach operator communications to ensure the safe and efficient operation of bus services across the service area. The Dispatch and Command Center Manager will manage the Radio Room and Fixed Route Dispatch Center. The incumbent in this role must be able to manage projects, multitask and prioritize, forge partnerships within the organization and entities outside the organization, working in a supportive, collaborative capacity in support of MATA’S service and customer goals. Essential Duties and Responsibilities Provides tactical staff response oversight for emergency incidents and special events within the metropolitan area and coordinates both organizational and external partner participation. Supports, implements, and monitors department initiatives, policies, standards, operating procedures, and short/long‑range objectives aimed at improving business processes and overall service delivery. Creates and maintains an environment focused on safety and coordinates with the safety and training departments to ensure all safety goals and directives are met and staff are properly trained. Tracks, compiles, analyzes, and reports on bus service delivery key performance indicators, including bus operator performance reports and handles interdepartmental issues. Oversees the daily supervision of bus operators, supervisor staff and/or communication specialists and maintains close communication with staff of other service operations sectors as necessary, to ensure a safe and efficient bus service operation. Serves as primary contact for OEM and other emergencies, in addition to working with Safety to resolve bus/customer‑related issues. Coordinates and monitors all operators’ radio communication for each mode to maintain the highest customer and safety standards for bus service. Directs and evaluates departmental personnel through job performance evaluations and salary reviews. Works with employees to correct deficiencies and administers disciplinary action when warranted. Explores best practices for customer care to improve the quality of service provided to the public. Interacts and communicates proactively with Management staff, employees, and customers. Collaborates with communications department on Omni alerts and information sent to the public. Manages participation in MATA special events as the on‑site support person to the Emergency operations center. Ensures Continuity of Operations Plans (COOP) services are followed to maintain public transit service. Other Duties and Responsibilities Provide radio communication management and training, evaluate staff, using active listening skills and exercising good judgment. Be an independent thinker and solve complex problems by using deductive and inductive reasoning and critical thinking. Understand and adhere to the established policies, rules, regulations. Coordinate and initiate actions necessary to implement decisions. Understand and adhere to the established policies, rules, and regulations of both Company, State and Federal. Must handle confidential material and information in a professional manner. Must understand, interpret, and implement the collective bargaining agreement and work collaboratively in a union environment with a proven record to maintain partnerships in a Union environment. Minimum Qualifications Education: Bachelor’s degree in Transportation, Business Administration, Communications, or a related field, with a minimum of four (4) years of progressively responsible experience in the transportation industry to include supervisory experience is required. Or an equivalent combination of post high school education with a minimum of seven (7) years of progressively responsible relevant experience will be considered in lieu of degree requirements e.g., Military or emergency response. Must be familiar with National incident Management system NIMS. Must be proficient in the use of a personal computer and Microsoft Office products, including SharePoint. Must have ability to do same work as those supervised and be able to assist if necessary. Demonstrated effective management skills, effective and clear dialogue, proficient writing skills, good reasoning, information processing, and evaluation skills. Must possess good oral and written skills and a proven ability to communicate effectively at all levels of an organization. Must be a self‑starter, be self‑motivated with a can‑do attitude and able to work independently as required as well as be a team player. Must demonstrate willingness and ability to provide world‑class customer service to both internal and external customers with a service‑oriented attitude. Must possess strong leadership skills with proven ability to lead effectively in a fast pace and complex work environment. Demonstrated knowledge of bus systems and extensive knowledge in the principles of transportation and procedures and equipment including vehicles, facilities. Extensive knowledge of Operational Safety, Occupational Safety, and Safety Management Systems, NIMS, COOP is needed as well as extensive knowledge of innovative methods to assure achievement of departmental goals and objectives in support of overall Company goals and objectives. Must be willing to comply with the Company’s Drug and Alcohol Policy. Environment Frequent walking and standing will be required as well as sitting for periods of time plus bending, stooping, crouching, kneeling, pushing, and pulling depending on the work to be accomplished. Most work will be performed in inside working conditions but should be able to tolerate changes in building environments such as with or without air conditioning or heating and be able to tolerate moderate noise levels in some buildings. For field work, must be able to withstand exposure to weather, dust, engine fumes and tolerate noise levels ranging from moderate to noisy. May be required to lift, push, or move up to 25 lbs. Will need to be able to reach with hands and arms and finger, handle or feel. Must be able to climb on a ladder or other equipment up to heights as high as the roof of a bus. The job requires normal visual acuity (close, distance and color vision as well as peripheral vision, depth perception and ability to adjust focus). Must have the use of sensory skills (talk and hear) to effectively communicate and interact with other employees and the public using telephone, personal contact, or written means of communication. Physical capability to use and operate office related equipment such as, but not limited to, computers, calculator, copier, and fax machine. The noise level in the work environment varies from moderate to noisy. The above description is intended to describe the general content, identify the essential functions, and set forth the requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. #J-18808-Ljbffr