Micc Operations Manager, Bus (Bus 1)

Washington Metropolitan Area Transit Authority (WMATA); Alexandria (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

The Washington Metropolitan Area Transit Authority (WMATA) seeks an MICC Operations Manager for Bus (BUS 1) to lead 24/7 bus service delivery, coordinate incident responses, and drive safety and efficiency improvements. You will oversee the MICC bus function and partner with MICC leaders to ensure policy-aligned decisions.

Expect responsibilities spanning operational leadership, KPI tracking, staffing, and emergency coordination across WMATA’s bus operations, with a focus on reliability and

Qualifications

• High school diploma or GED required.
• Minimum seven years in a control center or transit operations environment.
• At least four years in a supervisory/management capacity.
• Valid driver’s license required.
• Preferred Bachelor’s degree in Transportation Management, Business Management, or Operations Management.

Responsibilities

• Lead daily bus control center operations; ensure on-schedule service.
• Supervise bus operators and coordinate with other service operations sectors.
• Track and report KPIs for bus service delivery and address issues.
• Support or lead accident/incident investigations; assist safety and training.
• Direct operations during emergencies; communicate with key stakeholders.
• Promote safety culture; coordinate with safety training departments.
• Participate in staffing needs; interview and hire quality candidates.

Skills

Communication skills

Leadership

Operations management

Safety compliance

Staff supervision

Education

High school diploma

Bachelor’s degree in Transportation Management

Tools

Microsoft Office

Trapeze

SMS

PeopleSoft

Vehicle GIS Tracking Systems

CleverCAD

Metro issued computer

Portable radio

Job description

Job Description

The MICC Operations Manager, Bus (BUS 1) serves as the highest authority position representing Bus Operations on the MICC operations floor. The incumbent ensures smooth service delivery in a 24/7/365 bus operations, maintains optimal service performance, and identifies and resolves service issues. The Operations Manager oversees the bus function within the MICC coordinates with the command line on incident responses; bridges gaps between separate control center functions; ensures proper flow of information, coordinates resources across departments, and makes decisions in accordance with policy and procedures to prioritize safety and mitigate risk. The incumbent implements and delivers effective leadership across customer service, bus transportation service delivery, workforce productivity, cost performance, and other service improvements, in partnership with other MICC leaders.

The MICC Operations Manager, Bus (BUS 1) serves as the highest authority position representing Bus Operations on the MICC operations floor. The incumbent ensures smooth service delivery in a 24/7/365 bus operations, maintains optimal service performance, and identifies and resolves service issues. The Operations Manager oversees the bus function within the MICC coordinates with the command line on incident responses; bridges gaps between separate control center functions; ensures proper flow of information, coordinates resources across departments, and makes decisions in accordance with policy and procedures to prioritize safety and mitigate risk. The incumbent implements and delivers effective leadership across customer service, bus transportation service delivery, workforce productivity, cost performance, and other service improvements, in partnership with other MICC leaders.

Principal Job Duties

• Serves as the highest authority within an assigned sector, leading the daily operations of the bus control center service delivery functions. Ensures all services are operated on schedule and customers are provided with safe, reliable, and courteous service, and all administrative business functions and processes are performed efficiently and effectively.
• Oversees the daily supervision of bus operators and supervisory staff and maintains close communication with staff of other service operations sectors as necessary to ensure a safe and efficient bus service operations.
• Tracks, compiles, analyzes, and reports on bus service delivery key performance indicators, including bus operator performance reports, and addresses interdepartmental issues.
• Supports, implements, and monitors department initiatives, policies, standards, operating procedures, and short/long-range objectives.
• Assists, supports, or leads accident/incident investigations, including any needed on-site assistance and support to the safety and training functions.
• Directs and commands bus service operations sectors whenever necessary to ensure that staff adhere to procedures and policies, prioritizing safety. Exercises sound judgement and communicates effectively to proper stakeholders, i.e., the command line (Rail 1 & Comms 1, METRO 1), to enable fast execution of decisions.
• Provides tactical staff response oversight for emergency incidents and special events within the metropolitan area and coordinates both organizational and external partner participation.
• Creates and maintains an environment focused on safety and coordinates with the safety and training departments to ensure all safety goals and directives are met and staff are properly trained.
• Monitors and evaluates staff performance and provides feedback, coaching, constructive discipline, and other talent management strategies to promote a standard of excellence within the MICC by identifying performance improvement requirements, developing skills, and recognizing exceptional performance.
• Communicates and/or manages staffing needs, assists in identifying, interviewing, and hiring quality candidates to ensure the MICC’s bus function is appropriately staffed.
• Ensures that employee grievances are heard and resolved with help from appropriate support employees and/or departments as required to promote retention of staff.
• Acts as a strategic partner to MICC leadership. Assists in developing, implementing, and modifying bus operating procedures and techniques as necessary to ensure that operations are conducted efficiently, safely, and in alignment with accepted transit practices and guidelines.
  

Other Duties

• Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety Management System and just culture principles.
  

Knowledge

• Knowledge of Bus Transportation, Washington Metropolitan Area Transit Authority (WMATA) and federal safety and organizational policies and procedures
• Knowledge of WMATA Bus Operations and equipment
• Knowledge of corrective action and reporting measures for emergencies or accidents, including serious incidents and major special events
• Knowledge of radio and emergency communication procedures, codes and protocols
• Knowledge of labor contracts and disciplinary action procedures.
  

Skills

• Skilled at communicating effectively verbally and in writing to all levels within the Authority and customers
• Skilled in Bus Transportation metrics reporting, including but not limited to: CRM reports, Trapeze reports, PeopleSoft Time & Labor reports, all other employee or workforce related reports, budget reports, and other service reports and reporting tools.
  

Abilities

• Ability to effectively direct, manage, develop and evaluate human resources
• Ability to make sound judgements in bus transportation service management as well as the ability to understand both direct and indirect operational impacts from decisions made
• Ability to represent WMATA in a professional and courteous manner at all levels within the organization as well as to all relevant external officials, jurisdictional partners and associated contacts
• Ability to solve complex problems by using deductive reasoning and critical thinking skills
• Ability to monitor and evaluate bus operations, with an emphasis on systems analysis and customer service approach.
  

Machine, Tools, Equipment, Software, Hardware Required

• Microsoft Office Suite, Outlook
• Trapeze
• Safety Measurement Systems (SMS)
• PeopleSoft
• Vehicle GIS Tracking Systems
• CleverCAD
• Metro Issued Computer
• Metro Issued cellphone.
• Portable radio.
  

Supervisory Responsibility

Supervises work of others, including planning, assigning and scheduling work, reviewing work and ensuring quality standards, training staff and overseeing their productivity. May offer recommendations for hiring, termination and pay adjustments, but does not have responsibility for making these decisions.

Qualifications

Minimum Education

• High school diploma or GED

Minimum Experience

• A minimum of seven (7) years of experience in a control center or similar transit operational environment, to include at least four (4) years in a supervisory/management capacity

Minimum Certification/Licensure

• Valid driver’s license

Preferred Qualifications

• Bachelor’s degree in Transportation Management, Business Management, Business Administration, Operations Management

About Us

The Washington Metropolitan Area Transit Authority (WMATA), known as Metro, is the region’s leading public transportation provider. Serving a 2,054-square-mile jurisdiction, Metro operates six rail lines, 98 stations, 126 bus routes, and Metro Access, a shared-ride paratransit service. As one of the nation’s busiest transit systems, Metro connects communities, supports economic growth, and provides safe, reliable transportation.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.
Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment
• Personal interview
• Verification of education and experience (including certifications and licenses)
• Criminal Background Check (a criminal conviction is not an automatic bar to employment)
• Medical examination including a drug and alcohol screening (for safety sensitive positions)
• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or any other status protected by applicable federal law.
This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.