Head of Operations Management (m/w/d)

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Operations Manager Full Time Annapolis, MD, US
This position reports to the Area Manager and ensures day-to-day operational excellence for the Paratransit Services.
Some Duties to Include:
Operational Oversight Ensure accurate and timely reporting and data collection, supporting internal KPIs and regulatory compliance.
Collaborate with management to monitor and control departmental budget performance.
Provide daily operational leadership and support to drivers to ensure efficient service delivery.
Conduct daily operations reviews, identifying areas for improvement and implementing solutions as needed.
Review and take action on the Daily Operations Report, implementing corrective measures when necessary.
Service Coordination & Communication Serve as the primary liaison with THE CONTRACTOR staff, addressing operational issues proactively and collaboratively.
Support and implement service improvement programs and strategies in coordination with THE CONTRACTOR.
Identify and address potential service delivery problems with corrective actions and contingency planning.
Lead efforts to reduce customer complaints, in coordination with department heads, and develop complaint reduction strategies.
Labor & Employee Relations Promote and foster a team-oriented, safety-first culture among all operations staff.
Monitor and support compliance with all safety procedures.
Initiate and maintain open communication with union representatives to reduce grievances.
Attend Mediation and Arbitration hearings as required.
Participate in Union Contract negotiations as a management representative.
Conduct grievance investigations and 2nd step hearings to ensure alignment with labor agreements.
Set clear Goals and Objectives for all operations employees and monitor performance outcomes.
Maintenance & Fleet Coordination Conduct and document regular quality control checks on the bus fleet, taking necessary corrective actions.
Collaborate closely with the Maintenance Manager, ensuring proper communication and rapid resolution of fleet issues.
Maintain a strong relationship with support department managers to facilitate cross-functional alignment.
Customer Service & Performance Monitoring Monitor on-time performance of operators and proactively address schedule adherence issues.
Track and improve customer satisfaction through data insights and passenger feedback.
Investigate customer complaints thoroughly and provide timely follow-up and reporting.
Develop and implement programs to improve productivity, performance, and efficiency throughout operations.
Performs other duties as assigned.
Communication Demonstrates the ability to communicate effectively both orally and in writing. Understands and conveys information with clarity and appropriateness. Exercises sound judgment in determining what information is relevant, how it should be communicated, to whom, and when.
Organization Effectively marshals resources (people, funding, materials, support) to accomplish tasks and goals. Skilled in orchestrating multiple activities simultaneously. Maintains orderly files, data, and materials for optimal accessibility and productivity.
Time Management Utilizes time efficiently and prioritizes tasks to maximize productivity. Focuses on high-impact activities, consistently completing work faster and more effectively than peers.
Customer Service Meets and exceeds customer expectations by displaying professionalism, sensitivity, and responsiveness. Accurately identifies customer needs, explains services clearly, and navigates challenging situations with poise and empathy.
Reading Comprehension Possesses strong understanding of written materials, including policies, procedures, and technical documentation relevant to the job.
Judgment Makes timely, accurate, and well-reasoned decisions. Involves appropriate stakeholders in decision-making processes and considers long-term implications and organizational goals.
Experience & Requirements Bachelor’s degree or equivalent combination of education and experience.
Minimum 3-4 years of related work experience.
Proficiency in Microsoft Office Suite, including Excel, Word, and Outlook.
Valid Driver’s License required.
Physical Demands Frequent walking and standing required.
Regular lifting, pushing, pulling, and moving objects up to 75 pounds.
Must be capable of bending, reaching, crouching, and climbing to complete various tasks.
May be exposed to extreme hot or cold conditions, elevated work surfaces, and noisy machinery or equipment.
Occasional exposure to hazardous chemicals.
A reasonable level of physical resilience is essential due to the nature of the tasks.
To perform this job successfully, the individual must be able to carry out each essential duty with competence. The qualifications listed are representative of the knowledge, skills, abilities, and physical demands required. Reasonable accommodations may be made for individuals with disabilities.

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