Assistant Manager, Operations Command Center

TriMet; Gresham (OR); On-site; USD 105,000 - 157,000; Full time

Job summary

TriMet is seeking an Assistant Manager, Operations Command Center to oversee the daily operations of the OCC, including dispatch of fixed-route buses and control of MAX rail. You will lead Rail Controllers, Bus Dispatchers, and Field Supervisors, ensuring certifications, safety, and adherence to labor agreements.

The role requires onsite presence five days a week with a graveyard shift, including nights, weekends, and holidays.

Qualifications

• Requires a minimum of four years total credited experience.
• Requires a High School Diploma or GED.
• Three years of operations experience in transportation or transit.
• One year of Bus Dispatch, Rail Control, or Command Center/Logistics experience.
• Equivalent combination of training or experience may be acceptable.

Responsibilities

• Direct supervision of Rail Controllers, Bus Dispatchers, Field Operations Supervisors, Rail Operators, and Bus Operators; manage performance and labor relations.
• Ensure staff certifications are current and manage role rotation in the OCC.
• Coordinate incidents, communicate with TriMet stakeholders, and ensure SOPs are followed.
• Provide leadership in emergencies and coordinate service adjustments.
• Maintain 24x7 OCC presence and deploy resources to recover and restore service.

Skills

Leadership

Staff development

Safety compliance

Communication

Labor relations

Education

High School Diploma or GED

Tools

CMS

Dispatch software

Job description

The Assistant Manager, Operations Command Center is responsible for the daily operations of TriMet's Operations Command Center (OCC), including dispatch of fixed-route bus operations and control of the MAX light rail system. The Assistant Manager is tasked to develop, coordinate, and implement operational plans and daily OCC activities for normal, degraded, and emergency service. They are responsible for performance management of Rail Controllers and Bus Dispatchers. The Assistant Manager manages a union workforce and resolves associated labor relations issues. They are accountable for ensuring that rules, procedures, and instructions are followed. Investigates safety and performance issues in order to identify and enact mitigations.

This role requires being onsite five (5) days per week.

Shift: Primarily graveyard; schedule subject to change based on operational needs, including nights, weekends, and holidays.

Ensure a commitment to safety and regulatory compliance through effective leadership, training, role modeling and implementing practices that demonstrate safety is a fundamental value and a priority in all aspects of work.

Serve as a good steward of TriMet by regularly utilizing our transit system to maintain a strong and current understanding of customers’ experiences and of TriMet’s product and service offerings.

1. Provide direct supervision and effective leadership of Rail Controllers, Bus Dispatchers, Field Operations Supervisors, Rail Operators, and/or Bus Operators. Responsible for performance management of staff and any associated employee or labor relations issues, including training and development, coaching, mentoring, corrective actions, work improvement plans or disciplinary action, and terminations. Ensure all staff certifications are current. Includes managing Dispatcher and Controller role rotation in the OCC between managing radio air, supporting roles, training, and other duties intended to build employee skills. Develop a work environment that is respectful and in full partnership with members and officers of the ATU. Ensure consistent application of policies, procedures and labor agreement throughout the workforce.
2. During incidents and service delays: responsible to ensure that Dispatcher and Controller responsibilities are adequately aligned to resolve the issue in a timely manner. Responsible for communicating regarding the incident to internal TriMet personnel (for example: PIO, CS, Directors, Executives) using email templates or other supported technologies. Responsible for ensuring that applicable SOPs and policies are followed and that operational safety is maintained.
3. Provide leadership in emergency situations. Responsible for coordinating service adjustments and to act as first responders in the field or to the base facility in the event of accidents or service emergencies, service disruptions, inclement weather, natural disasters and special events.
4. Acts as the point of contact in the OCC during incidents so the Dispatcher(s) and Controller(s) can focus on service recovery with on-scene incident commander. Responsible for identifying and implementing corrective action plans to mitigate future incidents. Provide Dispatchers and Controllers with feedback after the incident regarding their performance, both positive and/or constructive. Supports an OCC culture that prioritizes safety, improves the customer experience, and responds with a sense of urgency during service disruptions.
5. Maintain Bus Dispatcher and Rail Controller competency. Ensure collaboration between OCC and other departments in order to develop and implement operational strategies and respond to accidents or emergencies, service disruptions, inclement weather, natural disasters, and special events. Ensure an effective and positive working relationship with the Maintenance division to ensure essential and timely responses including up to date situational awareness during events
6. Adhere to a 24X7 rotational responsibility to maintain a management presence in the OCC. Responsible for deploying and directing field supervisory personnel and other resources as needed to recover, restore and maintain customer service. Support TriMet's incident commander, during major special event service and during a major emergency or natural disaster.
7. Assist in development and maintenance of programs for OCC technical systems, including bus dispatch, rail control, CCTV, radio, telephone, paging, and mobile computing systems. Support managing logistics for implementation sequence and schedules, testing, training, and operations cut-over for replacement or modification projects for OCC technical systems.
8. Establish, evaluate, and ensure sustained excellence in operational performance through clearly defined objectives and measurements, regular monitoring of performance indicators, and continuous involvement of transportation workforce.
9. Primary Investigator of the OCC role in bus and rail incidents.
10. Provide direction and set standards for excellence in internal and external customer service. Promote professional and courteous behavior with a creative approach to problem resolution that creates a positive experience for the customer.
11. Responsible for performing and supporting CMS assessments including scheduling supervisors and training staff on CMS. Manage and oversee assigned shift activities to ensure and optimized delivery of safe, secure, reliable, and cost cost-effective delivery.
12. Assist in the management of resources including non-revenue vehicles, technical systems, equipment and tools to support effective deployment and service delivery performance.
13. Assist in the documentation, development and implementation of policies, standard operating procedures, communication protocols, business processes, and training programs. Recommend changes as appropriate.

A minim um of four (4) years total credited experience.*

A minimum of a High School Diploma/GED is required.

Three (3) years of operations experience in a transportation or transit industry are required.

One (1) year of Bus Dispatch, Rail Control, or Command Center/Logistics experience is required.

Or any equivalent combination of training or experience.

*The amount of credit a candidate receives for prior years of experience is based on the relevancy of that experience to the required or preferred prerequisites of the job description. Experience is prorated based on hours worked. LRHR assigns and validates the "credited experience".

Type of Position / Grade / FLSA

Grade 16, Exempt, Non-Union, Full-Time.

Salary Range

Minimum: $104,587.00

Maximum: $156,881.00

Salary offers will be determined by a candidate's education, training and relevant experience. A complete work history will be required for this purpose at the time of offer; any omitted work history will not be considered after hire. Any final offer of employment will fall within the range stated above. For transparency, we choose to list the full available grade range, however, TriMet's salary administration process will ultimately determine the final salary offered.

Selection Process

Candidates will be selected based at a minimum on the result of:

1. Application Review and Supplemental Questions (an up-to-date resume is required)
2. Internal Work Record Review (if applicable)
3. Testing
4. Panel Interview
5. Education Verification
6. Criminal Background Check

Supplemental Information

Internal applicants: Information in your personnel file will not be used in lieu of information requested on your application. Incomplete applications will not be considered.

TriMet is an equal opportunity employer, committed to developing an organization that is reflective of and sensitive to the needs of the diverse community we serve, including veterans, the elderly, and individuals with disabilities.

ADA Statement

As applied to the workplace, applicants and employees must be qualified to perform the essential functions of the job with or without reasonable accommodation. Essential functions may include required job functions performed infrequently as well as production standards related to the quality and quantity of work. If a person with a disability could meet job qualifications with a reasonable accommodation, TriMet will work with the employee to accommodate the need. If TriMet's accommodation is effective in allowing the employee to perform the essential functions of the job, it need not be the employee's preferred accommodation.