Superintendent Service Operations

Washington Metropolitan Area Transit Authority; Bowie (MD); On-site; USD 120,000 - 180,000; Full time

Job summary

The Washington Metropolitan Area Transit Authority (WMATA) is seeking a Superintendent Service Operations to direct all bus transportation activities for a major sector. The role focuses on safe, reliable service, staff supervision, and performance reporting across the division.

You will coordinate with safety and training, manage incidents, and drive continuous improvements in service delivery for WMATA’s bus operations. Strong leadership and analytical skills are essential.

Qualifications

• Bachelor’s Degree in Transportation Management or equivalent (or HS diploma with 4 years experience).
• Seven years of Transit Operations experience, including four years as a supervisor/manager over activities requiring the planning and coordination of major transit service delivery operations.

Responsibilities

• Directs all Bus Transportation related work and activities for assigned sector while ensuring safe, reliable and courteous service.
• Oversees daily supervision of operators and supervisors and maintains communication with other service operations sectors.
• Tracks, analyzes and reports on bus service delivery KPIs and handles interdepartmental issues.
• Interacts with customers and communities to identify and implement service improvements.
• Supports and monitors initiatives, safety procedures and staff training to improve service delivery.

Skills

Bus Transportation

WMATA Operations

Emergency Response

Radio Communications

Labor Contracts

BOCC Protocols

Education

Bachelor’s Degree in Transportation Management

HS Diploma + 4 years experience

Tools

Microsoft Office

Trapeze

SMS

PeopleSoft

Vehicle GIS

Clever CAD

Job description

JOB DESCRIPTION

The Superintendent Service Operations directs all Bus Transportation related work and activities for assigned sector (Bus Division or Bus Operations Central Control (BOCC)) and is responsible for ensuring and maintaining optimal service performance and for identifying and resolving service issues. The Superintendent implements and delivers positive outcomes pertaining to the effectiveness of customer service, all bus transportation service delivery, workforce productivity, cost performance, and other service improvements and programming activities associated with assigned sector, in partnership with other Bus Operations leadership.

Principal Job Duties

• Manages the daily operations of the bus operations service delivery functions for assigned sector to ensure that all services are being operated on schedule and customers are being provided with safe, reliable and courteous service, and all administrative business functions and processes are being performed efficiently and effectively.

• Oversees the daily supervision of bus operators, supervisor staff and/or communication specialists and maintains close communication with staff of other service operations sectors as necessary, to ensure a safe and efficient bus service operation.

• Tracks, compiles, analyzes and reports on bus service delivery key performance indicators, including bus operator performance reports and handles interdepartmental issues.

• Interacts with customers, communities, and businesses to identify and implement new service and improvements to existing service.

• Supports, implements and monitors department initiatives, policies, standards, operating procedures, and short/long-range objectives aimed at improving business processes and overall service delivery.

• Assists, supports or leads accident/incident investigations, including any needed on-site assistance and support to safety and training personnel.

• 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 is properly trained.

• Monitors and evaluates staff performance and provides feedback, coaching, positive discipline and other mechanisms to identify performance improvement requirements, and to further develop skills; provides recognition for high performance.

Other Duties

• Communicates and/or manages staffing needs, assists staff assigned to recruiting cycle in identifying, interviewing hiring quality candidates.

• Assures that employee grievances are heard and resolved with help from appropriate support employees and/or departments as required.

• 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.

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

RESPONSIBILITIES

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

• Knowledge of control/communication center protocol and procedures (BOCC only)

Skills

• Skilled at communicating effectively verbally and in writing to all level within the Authority and to 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 personnel

• 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 and BTRA 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 a systems analysis and customer service approach

• Ability to effectively use workforce related reports, budget reports, and service reporting tools

Machine, Tools, Equipment, Software, Hardware Required

• Microsoft Office Suite, Outlook

• Trapeze

• Safety Measurement Systems (SMS)

• PeopleSoft

• Vehicle GIS Tracking Systems

• Clever CAD

Supervisory Responsibility

Supervises work of others, including planning, assigning, scheduling and reviewing work, ensuring quality standards. Is responsible for hiring, terminating, training and developing, reviewing performance and administering corrective action for staff. Plans organizational structure and job content.

QUALIFICATIONS

Minimum Education

• Bachelor’s Degree in Transportation Management, or a related field

• In lieu of a Bachelor's Degree, a High School diploma or GED and four (4) years of transportation operations industry experience

Minimum Experience

• Seven (7) years of Transit Operations experience, to include a minimum of four (4) years as a supervisor/manager over activities requiring the planning and coordination of major transit service delivery operations.

Minimum Certification/Licensure

• Driver’s License from the jurisdiction of residence

• No more than 2 points and 1 moving violation in a 24-month period (BOCC only)

Preferred Qualifications

• Bachelor's Degree in Transportation Management or a related field

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.