Head of Customer Service Operations

MANAGER - PARATRANSIT OPERATIONS (MANAGER MOBILITY SERVICES) - BRTA

Minimum 3 years’ management experience in a paratransit system performance * Bachelor’s Degree or equivalent experience preferred * Must have evidence of experience and accountability for emergency planning, incidence response and safety management in a fixed route environment. * Union and contract negotiation experience * Strong knowledge of ADA compliance practices. * Well versed on Microsoft Office 365 applications * Experience with paratransit scheduling software and run-cutting are Fluent in English with excellent written and verbal communication skills * Customer-focused with the ability to inspire your team with commitment and representatives, and community members * Must be customer-focused with the ability to inspire the team with commitment Will have the ability to identify and solve problems in a structured and Program Oversight & Operations

* Lead the daily operations and long-term planning of ADA paratransit, Ensure safe, reliable, and cost-effective service delivery aligned with agency goals and regulatory requirements. * Monitor service performance metrics (on-time performance, productivity, cost per trip, customer satisfaction) and implement continuous improvement ADA Compliance & Eligibility

* Ensure full compliance with the Americans with Disabilities Act (ADA) and applicable federal, state, and local regulations. * Oversee ADA eligibility certification processes, including application Develop and update policies and procedures for eligibility determination to ensure fairness, consistency, and regulatory alignment. * Microtransit/ Community Shuttle & Innovative Mobility

* Monitor and lead daily performance of Microtransit/ Community Shuttle Evaluate emerging mobility technologies and service models to enhance service strategies based on performance data.

Customer Experience

* Oversee the Agency Customer Service/ Platform Ambassador program to ensure high quality customer service, community outreach and travel training. * Promote a customer-centric service approach focused on accessibility, equity, and high-quality service delivery. * Oversee handling of customer feedback, complaints, and service recovery Ensure communications and services are accessible to riders with disabilities Financial Management & Strategy

* Develop and manage budgets for paratransit, eligibility, and microtransit Identify cost containment strategies while maintaining or improving service quality. * Support grant applications, reporting, and compliance for federal and state Analyze service trends and forecast demand to support strategic planning.

Supervise and mentor staff, including the ADA Coordinator and operations Foster a collaborative, inclusive, and high-performance team environment. * Establish clear performance goals and provide regular feedback and Lead the Union relationship by understanding and monitoring compliance to the Manage union relationships to be productive and enable win-win outcomes * Collaborate with internal departments, regional partners, and community Serve as a liaison to disability advocates, advisory committees, and the Represent the agency in meetings, public forums, and regulatory discussions.

individuals with disabilities to perform the essential functions.

twisting, squatting, handling materials, repetitive hand-wrist motions, and 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.

a background check consistent with applicable federal, state, and/or local first, we ensure the wellbeing of our employees, customers, and communities. Environmental commitment: by minimizing the impact of our operations on the communities where we Our policy is to afford Equal Employment Opportunity to disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by the application or interview process, please contact complies with federal and state disability laws and provides Keolis does not sponsor visas for this position” *