Rail Operations Quality Leader

King County; Seattle (WA); On-site; USD 120,000 - 170,000; Full time

Job summary

King County Metro Rail Division seeks an Operations Service Quality Chief to lead rail supervision, champion safety, and improve customer service across the Link Light Rail network.

The role emphasizes collaboration with Sound Transit, King County teams, and community partners, while guiding staff development, performance programs, and labor relations within established policies and labor agreements.

Qualifications

• One (1) or more years of public transit management, supervisory or lead experience.
• Demonstrated experience in effectively managing or leading transit operations in real-time situations and emergencies.
• Coaching employees toward performance improvement, such as poor customer service or safety violations.
• Managing competing priorities, multiple projects, and daily responsibilities efficiently.
• Researching and utilizing multiple sources of information to draw logical conclusions using basic data analysis methods.
• Experience navigating computer-based programs and software, including MS Office suite (Outlook, Word, Excel, Teams), HASTUS, and Fastfield Forms.

Responsibilities

• Supervise and direct the work of Rail Supervisors, modeling positive leadership and staff development.
• Develop and implement programs to manage employee performance, including coaching and retraining.
• Conduct grievance hearings and decisions on resolutions.
• Investigate and resolve customer complaints and service delivery issues with various stakeholders.
• Apply guidance respecting labor agreements and King County policies.
• Maintain collaborative labor relations and ensure payroll/timesheet accuracy for direct reports.
• Collaborate with internal and external groups including Sound Transit and community partners.
• Lead or participate in project management efforts.
• Establish safety initiatives and make safety recommendations to leadership.
• Drive service quality improvements and business process improvements.

Skills

Transit management

Coaching staff

Performance coaching

Prioritization

Data analysis

MS Office

HASTUS

Communication

Tools

MS Office

HASTUS

Fastfield Forms

Job description

King County Metro Rail Division seeks an Operations Service Quality Chief to lead rail supervision, champion safety, and improve customer service across the Link Light Rail network.

The role emphasizes collaboration with Sound Transit, King County teams, and community partners, while guiding staff development, performance programs, and labor relations within established policies and labor agreements.