Manager, On-Demand Services

Manager, On-Demand Services

Requisition Number : 7627

Pay Rate : PGR13

Location : Houston, TX, US

Category : Operations

Basic Function

Manages the daily operations and development of METRO's On-Demand Services, Curb2Curb. Oversees curb2curb customer service, dispatch, scheduling, and the use of app-based transit software solutions. Directs and develops all initiatives designed to improve the quality and efficiency of services offered by METRO's On-Demand Services. Collaborates with other METRO departments to ensure delivery of safe, reliable, on-time services throughout the METRO region. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Provides primary managerial direction and performs personnel administrative functions of direct report staff (e.g. training, supervising, work assignments, timesheets, performance evaluations, etc.) for the purpose of maintaining necessary staffing, enhancing productivity of staff and ensuring necessary department outcomes are achieved.
• Responsible for the daily operations and development of METRO's curb2curb and staff members, including, Service Monitors, Dispatchers, and Customer Care Representatives.
• Responsible for controlling and monitoring the performance of curb2curb contractors.
• Responds to customer comments and concerns with professionalism and urgency to ensure a positive rider experience.
• Collaborates with departments across the agency to track, promote, and shape customized services for safe and efficient transit options throughout the region.
• Oversees operational workflows, staff scheduling, performance evaluations, and professional development initiatives to support team success.
• Supports the review and implementation of new technology and operational processes aimed at improving service delivery and operational efficiency.
• Oversees the optimization routing of daily scheduled curb2curb, reservation and subscription trips and computerized dispatching of those trips. Conducts evaluation of computerized systems and manages designs modifications or enhancements.
• Supports customer education and outreach efforts to promote curb2curb offerings and assist with system adoption, especially during service changes or technology rollouts.
• Contributes to policy development, SOPs, and internal guidance documents to ensure consistent operational execution and alignment with agency-wide standards
• Provides support in the preparation of data / statistics for yearly National Transit Database (NTD) Reporting and Federal Transit Administration (FTA) requirements.
• Provides and shares knowledge and expertise throughout the transit industry to improve services in other areas and enhances METRO's standing within the transit industry.
• Participates in community meetings and present to community members, company executives, and METRO's Board of Directors.
• Assists in the preparation and update of the annual curb2curb Services budget.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency's Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Pay Range : $85,300 - $112,000

Education Requirement

High School or GED required. Bachelor's degree in Business Administration, Public Administration or related field preferred.

Years & Experience Required

Minimum eight (8) years progressive experience in the planning and operations of transportation services to include four (4) years of supervisory / management experience.

Knowledge & Skills Required

Strong interpersonal and communication skills. Good decision making and organizational skills. Working knowledge of automated reservation, scheduling, dispatch and app-based solution system. Microsoft Office Suite (Word, Excel, PowerPoint). Demonstrable experience in an environment with adherence to local, state and federal regulations.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and / or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and / or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.