Basic Function

Responsible for METRO’s Contracted, Paratransit, Micro Transit, and Bike Share Services.
Oversees the supervision and observes employees in their daily responsibilities.  Assures employees understand their job responsibilities. Sets division goals and objectives. Ensures Directors, Managers, and Supervisors operate in a cohesive manner to serve staff, customers, and the community. Responsible for ensuring riders receive safe, clean, reliable transportation services. Ensure call centers provide callers with accurate information and assistance in a timely manner while being professional and courteous. Performs duties in a safe, efficient manner and in compliance with applicable rules and safety procedures.

Responsibilities and Specific Duties

• Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g., training, supervising, work assignments, timesheets, performance evaluations, etc.) for maintaining necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved.
• Directs and oversees all activities for METROLift Customer Service, METROLift Dispatch, METROLift Reservations and METRO’s curb2curb services. 
• Directs and oversees contract compliance and service delivery for METRO's Transportation Programs, METRO's Contracted Bus Operating Facility, METROLift's Van and Minivan Transportation contracts and Bike Share Program contracts.
• Directs and oversees Budget and Development of Resources, (budget, staff, training, and equipment) for Transportation Programs.
• Directs and oversees operating parameters for planning and implementation of Standard Operating Procedures for compliance with FTA and ADA Regulations and Guidelines in Transportation Programs.
• Directs and oversees management reports and progress for METRO internal and METRO's Board of Directors' reporting.
• Maintains and advocates with external private and public agencies to develop and maintain best practices, FTA and ADA compliance for METRO provided services.
• Responsible for Community Outreach, Quality Assurance and Service Quality procedures and standards for METRO provided services.
• Responsible for development of Transportation Programs Division's goals, objectives, and priorities.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and educational programs for METRO and METROLift customers including problem resolution and client sensitive issues regarding Paratransit certification and appeals.
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

Bachelor’s degree in Public Administration, Communications, Business Management, Business Administration, Transportation Planning or related degree is preferred.

Years & Experience Required

Minimum ten (10) years of increasingly responsible management experience encompassing all functional aspects associated with specialized transit service programs including planning/implementation.  Formal training and/or experience in working with members of the disabled community.

Knowledge & Skills Required

Strong interpersonal and communication (written and verbal) skills. Good planning and organizational skills.  Strong computer and project management skills.  Firm understanding of the Americans with Disabilities Act (ADA) requirements.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero-tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.