Jobs › Great Barrington, MA › Operations & Customer Experience M… Town of Great Barrington Operations & Customer Experience Mgr Great Barrington, MA Apply The Town of Great Barrington is seeking an Operations & Customer Experience Manager to help lead the next chapter of the South County Connector. This is a hands-on leadership position for someone who understands that great transportation is about more than getting from one place to another. It is about reliability, safety, communication, teamwork, and the experience we create for every person who uses the service. The Operations & Customer Experience Manager will lead the day-to-day delivery of Connector service, supervise and support our Transportation Operators, coordinate vehicles and schedules, respond to operational challenges, and champion a customer-first culture throughout the department. The Opportunity We are building a Transportation Department centered around a simple idea: public service should feel like service. We are looking for a leader who can bring that idea to life every day. You will help create an environment where employees have the tools, expectations, support, and leadership they need to succeed

• and where riders are treated with dignity, professionalism, empathy, and respect. This position is ideal for someone who enjoys being close to the operation: coaching employees, solving problems, improving systems, responding when plans change, and finding ways to make tomorrow\'s service better than today\'s. What You\'ll Lead In this role, you will:
• Oversee the daily operation of the South County Connector and help ensure safe, reliable and customer-focused service.
• Lead, coach, mentor and develop Transportation Operators.
• Coordinate staffing, driver assignments, vehicles, schedules and service adjustments.
• Champion service standards that make every customer interaction welcoming, responsive and solution-oriented.
• Monitor customer feedback and turn what we learn into meaningful service improvements.
• Coordinate with the Town\'s Transportation, DPW, Finance, Human Resources, IT and other teams.
• Help strengthen safety, accountability, communication and operational consistency.
• Identify opportunities to improve how we work and help implement new systems, technology and practices.
• Customer experience is a significant part of this position: the Manager is expected not only to resolve concerns, but also to coach employees, recognize exceptional service, empower problem-solving and use rider feedback to continuously improve the operation.

Who We\'re Looking For We\'re looking for someone who can lead people and manage an operation. You should be comfortable making decisions, communicating clearly, holding people accountable, building relationships and staying calm when the unexpected happens. Relevant backgrounds may include transportation, logistics, fleet operations, customer experience, hospitality, public works, municipal operations or other service-focused environments. The position requires five years of progressively responsible related experience, including at least three years of supervisory experience. An associate\'s degree in a related field

• or an equivalent combination of education and progressively responsible experience
• is required.

Experience in public transportation, demand-response service, municipal government, ADA transportation requirements, or scheduling and fleet-management technology is particularly valuable. Why Great Barrington? Because this is an opportunity to do more than manage an operation. It\'s an opportunity to build a team, shape a culture and improve a public service that people throughout South County depend on. The South County Connector connects people with employment, healthcare, education, shopping, recreation and other essential destinations. The work we do directly supports mobility, independence and quality of life in the communities we serve. If you believe strong operations and exceptional customer service belong together, we\'d like to hear from you. Active Filters Operations & Customer Experience... Great Barrington, MA Clear All Apply