Transportation Operations Manager

Hope Network; Grand Rapids (MI); On-site; USD 50,000 - 90,000; Full time

Job summary

Hope Network is seeking a Transportation Operations Manager to lead the Customer Care Center in Grand Rapids, MI. The ideal candidate will have leadership experience, a relevant degree, and strong interpersonal skills. With a robust benefits package and commitment to diversity, this role offers a chance to positively impact thousands of individuals served yearly.

Benefits

Medical, Vision, & Dental Care

403(b) Retirement Plan

Paid Time Off

Educational Reimbursement

Employee Referral Bonus

Qualifications

• Degree in relevant field or equivalent experience required.
• Supervisory experience essential.
• Valid driver's license required.

Responsibilities

• Oversee Transportation Customer Care Center operations.
• Manage staff assignments and scheduling.
• Evaluate Customer Care Coordinators.

Skills

Interpersonal skills

Computer literacy

Education

4-year degree (BA/BS) or five years transportation operations experience

Minimum of two years supervisory experience

Tools

Microsoft Office Suite

Job description

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Job Details

Description

Transportation Operations Manager

We are all equally human. Join us.

At Hope Network, over 2,800 compassionate professionals serve individuals across 280+ locations statewide—each playing a vital role in creating powerful comebacks. Whether through hands-on care or essential behind-the-scenes support, every team member contributes to a greater purpose: transforming lives.

️Watch how we create comebacks.

Why Join Our Team?

We’re proud to offer a robust and meaningful benefits package to support your career growth and overall well-being:

• Minimum starting salary: $50,000, with potential for higher compensation based on experience
• Medical, Vision, & Dental Care
• 403(b) Retirement Plan
• Paid Time Off
• Educational Reimbursement
• Career-Pathing
• Paid Training
• Employee Referral Bonus
  
  

With your help, we can take on the challenges, the barriers, the statistics, and the seemingly impossible.

What You’ll Do

• Oversee the direct supervision, selection and assignments of Customer Care staff.
• Lead the daily operations of the Transportation Customer Care Center including managing telephone communications, implementing programs, determining passenger eligibility, coordinating scheduling, assigning vehicles, and dispatching staff and routes.
• Responsible for performing evaluations for the Customer Care Coordinators as scheduled.
• Complete any training needed to improve the quality of the department and/or the agency.
• Assist in the processing of new service requests, determining consumer eligibility, confirming funding source, establishing a billing rate, and our ability to accommodate according to prescribed guidelines.
• Assist and facilitate the scheduling of transportation services for multiple users in the most efficient and cost-effective manner possible while insuring as adequate level of service, quality, and flexibility.
• Will oversee complaints from passengers, caregivers, drivers, agencies, community, etc., and will provide resolution and document occurrences as required.
• Assist the Director in assuring that Transportation Services meet all standards of service excellence and assist with FTA and MDOT compliance.
• Work with the management team to review, develop and implement departmental policy and procedures, with an emphasis on increasing quality and efficiency.
• Represent HNWM consumers, families, guardians, community agencies/businesses and outside agency personnel demonstrating the highest level of professional accountability.
  
  

Work Schedule

Monday to Friday, 8:00 AM – 5:00 PM, with flexibility to cover nights and weekends as needed.

Qualifications

• 4-year degree (BA/BS) from an accredited university/college or five (5) years transportation operations experience required.
• Minimum of two (2) years supervisory experience required.
• Valid driver’s license with acceptable driving record as it relates to Hope Network policy.
• Computer literate and competency with Microsoft Office Suite, and other computer applications/software.
• Interpersonal skills sufficient to communicate with transportation customers, stakeholders, guardians, staff, and public entities.
  
  

Our Commitment to Inclusion

Our strength lies in our diversity—empowering us to meet the unique needs of over 34,000 individuals we serve each year. We are proud to be an Equal Opportunity Employer and value the diverse perspectives that each team member brings to our mission.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Individual and Family Services

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