Route Performance Manager - Valley Metro

Route Performance Manager - Valley Metro

The Route Performance Manager (RPM) exercises independent judgment to address service disruptions, operational challenges, safety concerns, and customer service issues affecting route performance. The position supervises and directs bus operators in the field, providing coaching, performance management, and corrective action when necessary to ensure safe, reliable, and customer-focused transit service. This position spends the majority of time in the field monitoring operations, interacting with operators, and responding to operational issues to ensure service reliability and performance expectations are met.

Minimum Requirements:

• Must be at least 21 years of age
• High School Diploma or equivalent
• Minimum of two (2) years of progressive experience in transit operations or a related transportation environment
• Experience working in a unionized environment preferred
• Ability to work independently and exercise sound operational judgment
• Ability to work flexible schedules including nights, weekends, holidays, and early mornings
• Ability to read, write, and communicate effectively in English
• Must have a valid AZ driver license and a clean driving record.
• Must have the ability to obtain and maintain a Commercial Driver License (CDL) class B with Passenger endorsement.

Technical Knowledge:

• Knowledge of transit operations and route management
• Familiarity with Computer Aided Dispatch systems (CAD) such as Clever Devices, TransitMaster, Swiftly, OrbCAD or similar systems
• Knowledge of performance analytics tools such as Microsoft Power BI, Tableau, or similar data platforms
• Understanding of labor relations and collective bargaining agreements

Skills and Competencies:

• Leadership and supervisory skills
• Strong operational decision-making ability
• Effective communication and interpersonal skills
• Conflict resolution and employee relations skills
• Strong analytical and problem-solving capability
• Organizational and time management skills
• Ability to manage multiple operational priorities in a fast-paced environment
• Ability to exercise independent judgment and discretion

Key Responsibilities:

Operational Leadership:

• Direct and manage real-time route performance for an assigned geographic section of bus routes to ensure compliance with contractual service standards.
• Monitor route performance, on-time performance, service reliability, and customer service delivery through field observation and operational systems.
• Implement real-time operational adjustments to mitigate service disruptions, delays, or operational issues.
• Coordinate with Communications Control, Dispatch, Maintenance, and Workforce Planning to ensure effective service delivery.
• Ensure scheduled pull-outs and service coverage requirements are met and take corrective action when operational gaps occur.
• Manage service detours and route disruptions while minimizing passenger service impact.

Employee Supervision and Performance Management:

• Direct the work and operational performance of bus operators assigned to the RPM's service area while in operation.
• Provide real-time coaching, mentoring, and guidance to operators to improve safety, schedule adherence, and customer service.
• Monitor employee performance and ensure compliance with company policies, safety requirements, and the collective bargaining agreement.
• Initiate and administer corrective action including coaching, written discipline, suspensions, administrative leave, and recommendations for termination when necessary.
• Remove operators from service when safety, performance, or operational concerns require immediate action.
• Conduct operator engagement touchpoints to promote communication, accountability, and a positive working environment.

Safety and Service Oversight:

• Identify operational safety concerns affecting routes, stops, or service areas and coordinate corrective action with Safety and Operations leadership.
• Conduct regular route checks, station checks, and service observations to ensure compliance with operational standards.
• Respond to passenger concerns, incidents, or service issues occurring within the assigned route section.
• Promote a culture of safety, professionalism, and customer service across operations.

Performance Monitoring and Reporting:

• Analyze route performance metrics and operational data to identify trends and service improvement opportunities.
• Prepare daily operational updates and performance summaries for leadership.
• Develop and present weekly performance reports regarding route performance, service reliability, and corrective action plans.
• Participate in daily operational briefings and departmental meetings to coordinate service delivery and operational improvements.

Collaboration:

• Work collaboratively with Transportation Managers, Workforce Planning, Communications Control, and Safety leadership to maintain reliable service delivery.
• Support organizational goals related to service coverage, operational efficiency, and customer satisfaction.
• Foster a team environment aligned with Valley Metro's core values of teamwork, service excellence, and operational accountability.

Supervisory Responsibilities:

The Route Performance Manager provides operational supervision and direction to bus operators while in service within the assigned geographic area. Supervisory responsibilities include:

• Directing operator activities related to service delivery and route performance
• Monitoring employee performance and providing coaching and mentoring
• Enforcing company policies, safety procedures, and operational standards
• Initiating disciplinary actions in accordance with company policy and the collective bargaining agreement
• Recommending employment actions including suspension, removal from service, and termination
• Ensuring operators comply with operational procedures, safety standards, and customer service expectations

Additional Duties:

• Perform other duties as assigned to support transit operations and service delivery.

Working Conditions:

This position requires significant time spent in the field monitoring transit operations. Work may be performed outdoors and in active transit environments including bus yards, transit stations, and along route corridors. May be exposed to extreme heat and/or cold.

This role may require walking, standing, and traveling through assigned service areas to monitor operations. Must be able to drive, sit and stand for 5 or more hours per day. Occasional lifting up to 25 lbs. (files, signs, electronic equipment, etc.). Constant use of electronic communication equipment.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job. Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws.
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers