Manager of Service Management - WeRIDE Avondale, Goodyear, Surprise
Description
Manager of Service Management
The Manager of Service Management reports to the General Manager and will oversee the Operations Department, day to day operational activities, and will oversee the Microtransit Ambassador Program, and Service Marketing Coordination between participating cities.
Job Specifications:
- Provides direct oversight and support to Microtransit Operations Supervisors, including Dispatch, Field Supervision, Service Ambassadors and Microtransit Operators.
- Working directly with the General Manager and partner cities, collaboratively manages and coordinates the day-to-day responsibilities for the Microtransit Ambassador Program.
- Serves as a liaison between partner cities to coordinate service marketing activities and promotions.
- Assists with service changes in relation to fixed route service modifications where new Microtransit will be supplemented to prepare riders of the changes.
- Answers passenger inquiries and maintains a courteous and friendly demeanor at all times. Maintains an expert knowledge of the Microtransit and Bus system.
- Attends outreach events and may present on behalf of the cities.
- Works closely with the cities on resolving rider feedback inquiries related to service improvements and rider education.
- Quality checks the rider app functionality when new zones, stops or systematic changes are introduced.
- Participates in training campaigns related to service operations, and the software provider.
- Assists the city with marketing campaigns to promote the service.
- Other duties as assigned.
Related Experience:
- The Ideal candidate will have a minimum (3) years’ experience in the transit industry, understand Microtransit, and has superior customer service skills.
Knowledge of:
- Microtransit, Fixed Route, or Paratransit operations.
- Managing personnel.
- Dispatch and booking software platforms.
- Service Marketing.
- Customer Service.
Abilities To:
- Work independently to perform a variety of functions while working in a dynamic environment with changing priorities to meet established deadlines.
- Demonstrate analytical skills, and a high level of discretion and judgment to support and inform decision-making processes.
- Establish cooperative working relationships and communicate effectively, with internal and external staff, verbally and in writing.
- Exhibit problem-solving skills and exceptional customer service.
- Has the desire to care for the organization's well-being and for the co-workers he/she interacts with.
- Be open to collaborating and working in a team-oriented and helping environment.
- Possess a positive attitude, and ability to practice good judgment, while open to receiving/providing feedback.
- Foster a culture that values critical thinking and problem-solving, and encourages constructive feedback and engagement.
About Transdev:
Transdev is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit and shuttle services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe, sustainable, and innovative mobility solutions. Our mission is to improve public transportation, to enhance quality of life and contribute to a more sustainable environment.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status or any other classification protected by federal, state, or local law.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit and shuttle services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe, sustainable, and innovative mobility solutions. Our mission is to improve public transportation, to enhance quality of life and contribute to a more sustainable environment