Senior Manager

Description Supervised by: Assistant Director for BOCC and Service Quality Level of Supervision: Receives general direction (general instruction on methods, procedures and desired results, but role independently identifies and applies the correct policies or procedures to perform duties) General Summary The Senior Manager for BOCC and Service Quality is responsible for the day-to-day operational leadership of the Bus Operations Control Center, Street Operations field team, and transit service quality monitoring. This role ensures real-time service performance, manages incident response, and oversees the implementation of customer-facing safety and quality initiatives. The Senior Manager supervises lead controllers, field officers, and quality assurance supervisors to ensure smooth operations and adherence to safety and service protocols. This position plays a central role in coordinating service recovery efforts, supporting operator safety, and delivering reliable, responsive transit service throughout the system. Duties and Responsibilities The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Staff Supervision and Support Directly supervise Lead Controllers, Street Ops Leads, and QA supervisors; assign shift duties, manage staffing rotations, and ensure high performance. Conduct staff evaluations, provide ongoing coaching, and identify training needs for BOCC and field teams. Control Center Operations Lead day-to-day activities within the BOCC, including real-time bus operations monitoring, incident response, and operator communication. Supervise Controllers and Lead Controllers across all shifts to ensure continuous monitoring and coordination of transit services. Review and approve detour activations, reroute decisions, and emergency service plans in consultation with the Assistant Director. Street Operations Oversee deployment and activities of Street Operations Officers and Leads during service hours and special events. Coordinate field-level incident management, working with controllers, operators, and emergency responders to ensure safe and timely resolution. Customer Experience and Quality Assurance Manage the QA team’s response to customer complaints, including documentation, investigation, and resolution. Track trends in complaint volume and nature, operator safety violations, and Ambassador deployment success rates. Reporting and Operational Analytics Generate and review daily and weekly reports on service interruptions, response time, on-time performance, and safety events. Prepare summaries and make recommendations to the Assistant Director for operational or procedural improvements. Compliance and Safety Protocols Ensure adherence to safety procedures, emergency protocols, and customer service guidelines across all teams. Support field audits, internal reviews, and after-action debriefs to identify and mitigate compliance risks. Core Competencies Incident Response and Safety: Proficiency in executing emergency protocols, leading field responses, and managing safety reporting. Real-Time Service Coordination: Ability to lead control center and field staff to manage ongoing operations, disruptions, and communications. Team Management: Demonstrated ability to lead, coach, and supervise staff across shifts and functional areas. Operational Compliance: Skill in ensuring staff adhere to SOPs, safety standards, and service protocols in daily activities. Analytical Monitoring: Ability to track, compile, and interpret operational data for use in reporting and performance improvements. Customer and Operator Support: Strong interpersonal skills to resolve issues involving operators, passengers, and field personnel. Supervision Given to Lead Controllers, Street Operation Leads/Officers, Customer Experience Lead/Supervisors Qualifications Education Bachelor’s degree in transportation, logistics, public administration, or a related field is preferred. Equivalent experience in transportation operations or control center management may be considered. Experience Minimum of 5 years of experience in transit operations, control center functions, or street supervision, with at least 2 years in a lead or supervisory role. Strong background in transportation management, dispatch operations, and real-time service coordination. Equivalent experience in transportation operations or control center management may be considered. Knowledge, Skills and Abilities Strong operational knowledge of control center functions, bus incident response protocols, and field supervision procedures. Ability to lead shift-based teams and manage day-of-service coordination, including escalations and emergency events. Experience monitoring compliance with safety, communication, and service quality standards in a transit environment. Proficient in evaluating real-time data, controller activity logs, and service performance reports. Skilled at balancing immediate service demands with longer-term operational consistency and staff development. Effective in providing hands-on coaching, shift oversight, and coordination with other transit departments. Working Environment and Physical Demands The BOCC Manager leads a fast-paced operations control center, requiring constant attention to detail and the ability to make quick decisions. The environment involves managing a team, monitoring multiple screens, and communicating with field personnel and other departments during regular service and emergencies. Other Requirements and Conditions Obtain and maintain DOT card or the MEC. Obtain Class B Commercial Driver’s License (CDL) with Passenger Endorsement issued by the State of North Carolina or South Carolina within 6 months of start date and maintaining/renewing license for the duration of time served in the role. TMOC will provide assistance in initial acquiring of the CDL. #J-18808-Ljbffr