Assistant Director for BOCC and Service Quality Position Available In Mecklenburg, North Carolina

Assistant Director for BOCC and Service Quality
Transit Management of Charlotte
Charlotte, North Carolina

Job ID:

166324

Job Status:

Full-time recruiting.paylocity/Recruiting/Jobs/Details/3341072 The Assistant Director for BOCC and Service Quality has strategic responsibility for overseeing the daily activities of the control center staff, ensuring that all transit operations are managed efficiently and safely. This role involves leading a team of BOCC and Street Operations staff, coordinating service delivery and recovery efforts during disruptions, and ensuring that real-time decisions support optimal performance across bus routes. The role ensures development of and compliance with necessary SOPs, operational policies, monitors performance metrics, and supports continuous improvement initiatives in transit service delivery. 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. 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.

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:

5+ years of experience in public transit operations, including at least 3 years in a supervisory or management role within a control center.
Strong background in transportation management, dispatch operations, and real-time service coordination.
Equivalent experience in transportation operations or control center management may be considered. com.