Manager, Training Demand Response

CapMetro; Austin (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

CapMetro is seeking a Manager of Training Demand Response to lead development, coordination, and oversight of all Demand Response training programs for staff, operators, supervisors, and dispatchers.

You will leverage adult learning theory to elevate standards in operations, customer service, and regulatory adherence, collaborating with department leaders to identify gaps from feedback and data.

Qualifications

• Bachelor’s degree in Instructional Design or related field; related experience may substitute for degree.
• 8 years in learning and development with 2+ years in supervisory/management roles.

Responsibilities

• Develop and oversee Demand Response training programs for staff, bus operators, supervisors, and dispatchers.
• Apply adult learning theory to drive standards for operations, customer service, and regulations adherence.
• Collaborate with leadership to review feedback, KPIs, and incidents to identify training gaps.
• Create diverse training materials and methods to suit different learning styles.
• Maintain accurate training records and prepare reports for leadership and executives.
• Manage external consultants delivering CapMetro training programs.

Skills

Instructional Design

Learning Development

Supervision

Public transit knowledge

Adult learning theory

Education

Bachelor’s degree in Instructional Design or related field

Tools

Microsoft Outlook

PowerPoint

Excel

Job description

WHO WE'RE LOOKING FOR

The Manager, Training Demand Response reports to the Director, Eligibility, Training, & Customer Management and is responsible for development, coordination, and oversight of all Demand Response training programs including but not limited to internal staff along with contracted bus operator, field supervisor and dispatcher training programs. This position will utilize adult learning theory techniques to drive company standards for providing Demand Response operations, customer service, and regulations adherence. In collaboration with department leadership, reviews stakeholder feedback, key performance indicators, incident data, and other inputs to identify areas where further training is needed. Makes creative use of methods and materials to ensure training is absorbed and applied by all Demand Response stakeholders.

Job Description

The Manager, Training Demand Response reports to the Director, Eligibility, Training, & Customer Management and is responsible for development, coordination, and oversight of all Demand Response training programs including but not limited to internal staff along with contracted bus operator, field supervisor and dispatcher training programs. This position will utilize adult learning theory techniques to drive company standards for providing Demand Response operations, customer service, and regulations adherence. In collaboration with department leadership, reviews stakeholder feedback, key performance indicators, incident data, and other inputs to identify areas where further training is needed. Makes creative use of methods and materials to ensure training is absorbed and applied by all Demand Response stakeholders.

Responsibilities

WHAT YOU'LL BE DOING

Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.

• Develop, curate, administer, and provide oversight to all Demand Response training efforts and programs to ensure compliance with policies, procedures, and prevailing law.
• Oversee and collaboratively develop creative training programs employing a robust toolkit of training methods and materials to support various learning styles and needs.
• Ensure training department staff and stakeholders maintain accurate and complete training records.
• Oversee and prepare training records and reports, developing methods to measure and evaluate effectiveness, and providing timely updates to leadership and executive teams.
• Manage various outside consultants conducting any CapMetro training programs.
• Evaluate and recommend job-related courses to develop and maximize the potential of employees.
• Oversight of service provider training program to ensure compliance with proper training, auditing, and coaching of instructor staff.
• Serve as a point of reference for quality assurance and standard operation procedure development.
• Develop and analyze performance metrics and use the data to strategically address the needs of the division to drive process improvements.
• Research, design, develop, implement, and administer training programs to increase an employee’s knowledge, influence behavior and improve performance.
• Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported.
• Perform other position related duties as required and/or assigned.

Responsibilities - Supervisor And/Or Leadership Exercised

Direct and manage department and service provider personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring, and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.

Qualifications

WHAT YOU BRING

• Bachelor’s degree in Instructional Design, Education, Business or related field. Related experience may be substituted for a degree on a year-for-year basis for up to four years.
• Eight (8) years of professional experience in learning and development, training, education, or related field, including two (2) years of supervisory or management experience.

Knowledge, Skills And Abilities

• Knowledge of public transit operations; related safety, labor and transportation regulations; and training principles and practices.
• Working knowledge of adult learning theory.
• Ability to work a varied work schedule, sometimes with minimal notice.
• Highly developed communication and interpersonal skills and the ability to work effectively with a diverse population.
• Excellent written and oral communication, presentation, and facilitation skills.
• Proficient in workplace applications (Microsoft Outlook, PowerPoint, Excel, etc.)
• Strong analytical and project management skills, with proven ability to interpret data-driven findings into relevant, actionable, and understandable business insights and actions for effective training.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Work is performed in office and outside environments with possible exposure to inclement weather and adverse weather conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature.

Must have the ability to stand, walk and travel 90% throughout the workday. This position will need to have the ability to work varying shifts, days, nights, weekends, holidays, and rotating shifts, to meet the department's needs. Must be able to safely operate a motor vehicle. Must be able to use a telephone or headset equipment. Incumbents must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. This position may require work beyond a normal forty-hour weekly schedule.

Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.

WORK AUTHORIZATION

Visa sponsorship is not available for this position. All applicants must be currently authorized to work in the United States.

Mobility Status

As an Onsite position, the incumbent’s primary workplace is a CapMetro facility or field location. Expected to work in the office 4+ days a week. Mobility status is subject to change at any time based on business needs or organizational decisions.

COMMITMENT TO EQUAL EMPLOYMENT OPPORTUNITY

CapMetro is an equal employment opportunity employer and committed to creating a welcoming environment for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. CapMetro makes hiring decisions based solely on qualifications, merit, and organization needs at the time.