Sr. Director of Metro Service Performance

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Full-time employment opportunity with a dynamic and multi-faceted resource for economic development in the St. Louis region.

About Us

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Since 1950, we have partnered with private and public organizations on hundreds of projects that have created thousands of jobs on both sides of the Mississippi River.

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BSD operates with a focus on making a positive impact on the region and the nation, better connecting the Bi-State area to the rest of the world. We are impacting neighborhoods, large and small, in Illinois and in Missouri, with investments that are shaped by our unique perspective of the region and its potential .

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Why Work Here

• Work for a company that strives to make a positive impact in the region
• Earn competitive salary
• Gym Discounts with Club Fitness and OneLife Fitness at Ballpark Village
• 24 hour access to our 9 onsite gyms
• Wellness program that provides free health screenings
• Discounted Cell Phone service
• Free MetroLink and MetroBus access
• Medical, Dental, Vision coverage effective on your 1st day
• 4 weeks earned PTO
• Your Birthday is a floating holiday
• Company sponsored 401k plan
• Employee assistance program
• Bi-State Development is an eligible employer for the Public Service Student Loan Forgiveness program
• Tuition Reimbursement Available

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The Role

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Manage, coordinate and direct the development and implementation of Metro Performance Standards and Transit Training Division. Develop and maintain Divisions Procedure, Manuals and other operating documents. Manage Department's Document Control function. Facilitate programs and procedures to measure the commitment to excellence of Metro Operations performance and customer service.

Responsibilities

Operations Support

• Provide direction to Managers responsible for all daily operations
• Provide direction to Metro Training Department
• Coordinates with Planning Department and Information Technology and coordinates implementation of service changes and operations to ensure effective service during regular operations and for frequent special services, emergencies or events.
• Use Tableau and other business intelligence software to promote transparency of performance
• Coordinate with procurement and other departments to purchase vehicle simulators for the purpose of training new and current operators
• Responsible for ensuring all aspects of Metro service is customer-focused and consistently excellent.
• Accountable for driving strategic organizational changes and improvements through hiring, training and developing of Metro operators and managers
• Direct the use of resources including budget monitoring and development and manpower projections
• Assist the Marketing department with developing employee engagement initiatives to increase performance and moral at operating facilities
• Ensure compliance with all applicable policies, rules, regulations, stay abreast of legal, regulatory and policy developments affecting areas of responsibility; enforce legal and regulatory requirements impartially.
• Investigate complaints or unusual situations to safeguard the integrity of Metro operations and systems and participate in resolution of problems.
• Develop and maintain Department policies and procedures, and office standards.
• Work with internal departments to ensure all employees of Metro have acknowledged and are in compliance with agency requirements, policies, and procedures.
• Manage the Metro Standard Operating Procedures and Bulletins in support of all Department objectives.
• Maintain all Metro Manuals.
• Communicate understanding and support of organization goals through actions, and spoken and written words; interact effectively with individuals and groups within and outside of the organization
• Analyze data for KPIu2019s and recommend programs to help mitigate negative trends.

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Leadership

• Directs the operation of the Metro Service Performance team to include the Metro Project Manager, Manager of Transit Operations Management Systems and the Metro Training department, to include Bus, Van, Light Rail, Vehicle maintenance, Management, and Maintenance of Way Training
• Coordinate with the General Managers, the Manager of Transit Operations Management Systems, and the Director of Training on performance matrixu00A0
• Provides leadership and direction to managers responsible for all daily, emergency and special event activities involving Metro Operations.
• Provides leadership and guidance to all managers to encourage engagement opportunities with the customers and community

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Collaboration

• Manages the interface of internal and external resources to achieve collaborative goals and fulfill the expectations of department directors and managers.
• Collaborates with partners to develop and implement solutions to make service safer, more attractive and customer-focused.
• Coordinate operational needs with Vehicle Maintenance, Right of Way maintenance and all other support functions.
• Collaborates with Human Resources and the Training Department to support the development and provision of Metro Operations

• Extensive management and leadership experience on a senior management level.u00A0 Experience in managing in a union or similar environment.
• Professional understanding of transit operations, safety, administration, and employee development. Understanding of communications, planning and employee relations.
• Professional interpersonal skills with the ability to handle sensitive, difficult, and at times unpredictable customers or situations.
• Ability to anticipate and plan for all service requirements through constant communication with supporting departments.
• Ability to make decisions and implement them under emergency situations.
• Ability to set goals, establish priorities and motivate management staff to perform in excellence.
• Capacity to perform duties in a field environment, which can include outdoor working conditions and varying schedule.

Education

Experience

Degree: B.A./B.S. required

Years : 10 years required u00A0

Field: Business Management

Fi el d: Transit Operations

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Bi-State Development is committed to providing an Equal Employment Opportunity experience for all employees, applicants, vendors and customers with an environment free of discrimination, harassment, and retaliation.

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