Assistant Manager, Transit Information Center Operations

We are theMetropolitan Council the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation wastewater and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metropolitan Councils Metro Transit Division is one of the countrys largest transit systems employs more than 3000 people and provides ridership through an integrated network of buses light rail and commuter trains as well as a resource for those who carpool vanpool walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

TheAssistant Manager - Transit Information Center Operations is an exciting position that supports delivery of the highest level of customer service by managing evaluating and improving the Transit Information Center operations and staff. This position reports to the Manager Transit Information Center Operations and directs the work of Supervisors and Lead positions to ensure that contact center staff have the tools information and resources needed to perform their roles exceptionally. Supporting the Transit Information Center manager the Assistant Manager will set priorities evaluate daily monthly and annual performance metrics identify trends and work across the agency to raise awareness to customer pain points. This position will be a primary liaison with key stakeholders across Metro Transit to ensure information is clear accurate and available for staff and riders.

Additionally this position will help implement and maintain new systems that support the provision of accurate customer-friendly information to our customers. This position will also be responsible for ensuring the accuracy of Metro Transit data used by internal systems to provide customer information. Furthermore this position will support Transit Information projects & initiatives and assign center resources to ensure needs goals and vision of the department are met. Most importantly this position will help develop and manage programs to strengthen the culture of the department and promote ongoing development and advancement.

NOTE: This position is eligible for a hybrid (both remote and onsite) telework arrangement. The candidates permanent residence must be in Minnesota or Wisconsin.

1. Plans assigns work establishes priorities monitors progress and evaluates staff performance of the Transit Information Center

• Manage and evaluate performance of Transit Information Supervisory staff and Transit Information Center Leads
• Coordinate department training program and support personal development plans for staff
• Support Manager Transit Information Center Operations in development of Transit Information Center work plan and priorities
• Manage TIC resources in support of existing functions in the department
• Develop and manage program to strengthen departmental culture and promote on-going development
• Analyze data to ensure performance goals are met and continuously improved upon

2. Sets and maintains performance standards and ensures compliance with Council policies and procedures

• Coordinate department documentation and disciplinary action
• Act as the department disability manager
• Determine implement and maintain performance standards and expectations
• Ensure compliance with Metropolitan Council leave policies and procedures
• Maintain department policies and procedures in line with Council guidance and union contracts

3. Manage and prioritize data quality and rider feedback initiatives within Transit Information department

• Coordinate system operations and provide trip planner phone system etc. technical support
• Coordinates with key stakeholders to ensure accurate information is distributed to the various downstream applications
• Analyze stop and schedule data and lead issue identification and resolution efforts

4. Manage high priority Transit Information Center projects

• Manage TIC resources to effectively lead and support projects that improve contact center operations
• Manage relationships with staff in Transit Information and other departments for coordination of projects and initiatives
• Identify deliverables and objectives for high priority Transit Information Center projects and ensure projects meet these goals

5. Support implementation of new technologies and customer communication channels in the Transit Information Center

• Support technological upgrades and changes to the systems that the department uses
• Coordinate training and staff support around new technology and systems
• Ensure the continuous operation of department systems and equipment
• Identify and document system performance issues and escalate for resolution and product roadmap prioritization

Any of the following combinations of progressively responsible work experience in transit data analysis technology systems management customer service customer-focused and/or a closely related field and completed education in Management Communications Planning or related field AND one (1) year of related lead or supervisory experience.

• High school diploma/GED with eight (8) years of experience.

• Associates degree with six (6) years of experience.

• Bachelors degree or higher with four (4) years of experience.

• Knowledge of HASTUS enterprise scheduling software
• Knowledge of Trip Planning Software and customer information tools
• Knowledge of Transit Information Center operations and supervisory practices
• Experience building workplace culture and developing staff
• Ability to balance project and operational work

• Excellent written and verbal communications
• Knowledge of regional transit system in general; specific knowledge of transit information tools systems and field-based activities
• Knowledge of Transit Information systems and communication channels.
• Knowledge of process improvement methodology and project management methodology
• Knowledge of Metro Transit procedures and policies with specific knowledge of performance management processes and procedures
• Knowledge of effective processes to analyze and evaluate business operations
• Knowledge of Transit Information data tools and systems
• Proficiency in Microsoft Office Suite
• Effective communication to a variety of audiences through multiple channels
• Performance management and coaching
• Vendor management
• Attention to detail
• Effective performance coaching and evaluation
• Work collaboratively with diverse stakeholders to identify consensus approaches
• Use data to inform business decisions

What you can expect from us:

• We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.
• We encourage our employees to develop their skills through on-site training and tuition reimbursement.
• We provide a competitive salary excellent benefits and a good work/life balance.
• Career advancement opportunities.

More about why you should join us!

Union: TMSA Grade H
FLSA Status: Exempt
Safety Sensitive: No

What your work environment would be:
You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.

What steps the recruitment process involves:

• We review your minimum qualifications.
• We rate your education and experience.
• We conduct a structured panel interview.
• We conduct a selection interview.

If you are already an employee of the Metropolitan Council you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job youre applying for is safety sensitive is a supervisory or management job is in the Finance Information Services Audit or Human Resources departments or has access to financial records files/databases cash vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity Affirmative Action and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color members of the LGBTQ community individuals with disabilities women and veterans to apply. If you have a disability that requires accommodation during the selection process please email.