Y2Marketing · 1 day ago
Assistant Director for BOCC and Service Quality
Charlotte, NC
Full-time
Onsite
Lead/Staff, Director/Executive
5+ years expY2Marketing is seeking an Assistant Director for BOCC and Service Quality to oversee transit operations and ensure efficient service delivery. This strategic role involves leading teams, managing daily activities, and coordinating responses to service disruptions while ensuring compliance with operational policies.
Advertising Services
Responsibilities
Responsible for the strategic oversight of the Street Operations team
Responsible for the strategic oversight of the Bus Operations Control Center
Responsible for the strategic oversight of the TMOC Quality Assurance team responsible for; managing bus related customer service complaints, Ambassador bus operator safety program, and liaison with CATS on bus operator safety initiatives
Oversee staffing levels, manage shift schedules, and ensure adequate coverage during peak hours and emergencies
Oversee the effective deployment and assignment of street operation officers
Train new staff members, provide ongoing coaching, and assess performance through regular feedback and evaluations
Oversee real-time monitoring of bus operations, ensuring on-time performance and effective service management
Coordinate responses to service disruptions, traffic incidents, breakdowns, and emergencies, ensuring a timely and efficient recovery
Serve as a point of escalation for more complex issues that arise during daily operations, providing guidance to controllers on decisions
Oversee response to service disruptions, including traffic issues, accidents, breakdowns, or other unforeseen events
Ensure alternate routing plans are developed efficiently and communicated effectively
Ensure the effective deployment of Bus Ambassadors and monitor their overall effectiveness
Act as point of contact for TMOC on all issues relating to bus operator safety
Collaborate with maintenance to resolve operational issues
Ensure effective communication between the control center, bus operators, street operations supervisors, maintenance teams, and other departments
Facilitate communication with emergency services during critical situations, ensuring safety protocols are followed and proper actions are taken
Collaborate with other transit modes (rail, ferry, etc.) or external agencies to maintain system-wide efficiency
Coordinate emergency response efforts, ensuring proper protocols are followed for accidents, breakdowns, or natural disasters
Lead post-incident investigations, prepare incident reports, and implement preventive measures to avoid recurrence
Act as the primary decision-maker in high-pressure situations, ensuring safety is prioritized while minimizing service disruption
Analyze operational data to identify trends, service gaps, and opportunities for improvement
Work with the planning and scheduling teams to optimize bus routes and schedules based on observed performance
Implement operational policies and procedures aimed at improving service reliability and safety
Prepare regular performance reports for upper management, highlighting key metrics such as on-time performance, missed trips, incident response times, and service recovery efforts
Ensure all BOCC activities are compliant with transit policies, safety regulations, and industry standards
Monitor staff adherence to safety procedures, operational protocols, and communication guidelines
Conduct regular audits and assessments of control center operations, identifying areas for compliance improvement
Respond to customer complaints or inquiries related to service disruptions or other operational issues
Represent the control center in meetings with internal and external stakeholders, including transit agencies, city officials, and community representatives
Participate in public relations efforts to inform passengers about upcoming service changes or improvements
Qualification
Required
This position requires 100% onsite
Responsible for the strategic oversight of the Street Operations team
Responsible for the strategic oversight of the Bus Operations Control Center
Responsible for the strategic oversight of the TMOC Quality Assurance team responsible for; managing bus related customer service complaints, Ambassador bus operator safety program, and liaison with CATS on bus operator safety initiatives
Oversee staffing levels, manage shift schedules, and ensure adequate coverage during peak hours and emergencies
Oversee the effective deployment and assignment of street operation officers
Train new staff members, provide ongoing coaching, and assess performance through regular feedback and evaluations
Oversee real-time monitoring of bus operations, ensuring on-time performance and effective service management
Coordinate responses to service disruptions, traffic incidents, breakdowns, and emergencies, ensuring a timely and efficient recovery
Serve as a point of escalation for more complex issues that arise during daily operations, providing guidance to controllers on decisions
Oversee response to service disruptions, including traffic issues, accidents, breakdowns, or other unforeseen events
Ensure alternate routing plans are developed efficiently and communicated effectively
Ensure the effective deployment of Bus Ambassadors and monitor their overall effectiveness
Act as point of contact for TMOC on all issues relating to bus operator safety
Collaborate with maintenance to resolve operational issues
Ensure effective communication between the control center, bus operators, street operations supervisors, maintenance teams, and other departments
Facilitate communication with emergency services during critical situations, ensuring safety protocols are followed and proper actions are taken
Collaborate with other transit modes (rail, ferry, etc.) or external agencies to maintain system-wide efficiency
Coordinate emergency response efforts, ensuring proper protocols are followed for accidents, breakdowns, or natural disasters
Lead post-incident investigations, prepare incident reports, and implement preventive measures to avoid recurrence
Act as the primary decision-maker in high-pressure situations, ensuring safety is prioritized while minimizing service disruption
Analyze operational data to identify trends, service gaps, and opportunities for improvement
Work with the planning and scheduling teams to optimize bus routes and schedules based on observed performance
Implement operational policies and procedures aimed at improving service reliability and safety
Prepare regular performance reports for upper management, highlighting key metrics such as on-time performance, missed trips, incident response times, and service recovery efforts
Ensure all BOCC activities are compliant with transit policies, safety regulations, and industry standards
Monitor staff adherence to safety procedures, operational protocols, and communication guidelines
Conduct regular audits and assessments of control center operations, identifying areas for compliance improvement
Respond to customer complaints or inquiries related to service disruptions or other operational issues
Represent the control center in meetings with internal and external stakeholders, including transit agencies, city officials, and community representatives
Participate in public relations efforts to inform passengers about upcoming service changes or improvements
Bachelor's degree in transportation, logistics, business management, or a related field preferred
Equivalent experience in public transit or dispatch operations may be considered
5+ years of experience in public transit dispatching, transportation logistics, or a related field
3+ years in a supervisory or management role, with experience leading teams and overseeing dispatch operations
Must have a CDL with Passenger Endorsement or the ability to gain and maintain within six (6) months of employment
Must be able to obtain and maintain a valid DOT card for the duration of employment
Company
Y2Marketing
Monopolize Your Marketplace with Marketing that separates you from the competition. Use the strategies and tactics proven to work.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase