Rail Operations Quality & Safety Lead

King County, Washington; Seattle (WA); On-site; USD 120,000 - 180,000; Full time

Job summary

King County Metro Rail Division is seeking an experienced Operations Service Quality Chief to lead teams across Rail Supervisors and support a culture of safety and exceptional customer service. You will drive performance, coordinate labor relations, and implement programs to improve service quality and efficiency across the network.

Ideal candidates communicate effectively with a diverse workforce, solve problems proactively, and maintain alignment with labor agreements and department policies

Qualifications

• One year or more of public transit management or supervisory experience.
• Experience leading transit operations, in real-time situations and emergencies.
• Coaching employees toward performance improvement and policy compliance.
• Managing multiple priorities, projects, and daily responsibilities.
• Proficient with MS Office suite, HASTUS, and Fastfield Forms.
• Effective written and oral communication.

Responsibilities

• Supervise and direct the work of Rail Supervisors, modeling leadership and staff development.
• Develop and implement programs to manage employee performance and conduct disciplinary actions.
• Conduct grievance hearings and resolve grievances.
• Investigate and resolve customer complaints and service delivery issues.
• Apply guidance per labor agreements and Rail policies and procedures.
• Maintain collaborative labor relations and ensure compliance with negotiated agreements.
• Manage workforce planning to ensure adequate staffing and payroll approvals.
• Collaborate with Sound Transit, King County Metro, and partners on service quality.
• Lead or participate in projects and implement safety initiatives.
• Identify opportunities for service quality and process improvements.

Skills

Transit operations management

Staff coaching

Data analysis

MS Office Suite

HASTUS

Fastfield Forms

Communication skills

Equity and fairness commitment

Tools

HASTUS

Fastfield Forms

MS Office Suite

Job description

King County Metro Rail Division is seeking an experienced Operations Service Quality Chief to lead teams across Rail Supervisors and support a culture of safety and exceptional customer service. You will drive performance, coordinate labor relations, and implement programs to improve service quality and efficiency across the network.

Ideal candidates communicate effectively with a diverse workforce, solve problems proactively, and maintain alignment with labor agreements and department policies