Director of Operations

Salary Range: $156,000 - $166,000

Benefit Package: PLTO offers an excellent compensation and benefits package (Medical, Dental, 401(k) retirement, vacation, holiday and sick pay, etc.)

General Description:
The Director of Operations serves as the executive leader overseeing all day-to-day transit operations for Purple Line Transit Operators (PLTO). This role is responsible for delivering safe, reliable, and efficient fixed-route transit service while ensuring high-quality customer experience and compliance with local, state, and federal regulations. Responsible for the provision of staff to conduct all Operations Control Center (OCC) functions, LRV operations and supervision, and station operations. The Director of Operations will have overall responsibility for daily operations and will be on duty or on-call 24/7 in the management and oversight of the OCC, Data/Planning/Scheduling and Field Operations to provide safe, secure, customer-friendly, reliable service. Responsible for the development of operations personnel, including hiring, training, and supervision of staff to ensure ability to provide safe, effective, and reliable service. Ensure that all standard operating and emergency procedures are adhered to and is responsible for implementing changes in these operating rules and procedures as needed to improve system performance or enhance system safety. In addition, will also coordinate closely with the Director of Maintenance regarding the day-to-day interaction between Operations activities and Maintenance activities. Also works closely with stakeholders, including the Maryland Transit Administration (MTA), the Federal Transit Administration (FTA), WMATA, and private contractors, to ensure seamless execution of transit operations and long-term strategic success.

This position reports directly to the General Manager and serves as a key member of the senior leadership team, contributing to strategic planning, decision-making, and execution across the organization.

Responsibilities/Essential Functions:

• Lead and manage daily operations of the Purple Line transit system, ensuring adequate resource allocation, personnel deployment, and timely service delivery.
• Provide leadership and strategic guidance to efficiently manage the delivery of quality transit services in a unionized company, while fostering positive labor and employee relations.
• Monitor overall system operations to maintain operational efficiency and customer satisfaction.
• Oversee emergency response protocols and ensure timely communication with senior leadership.
• Investigate and resolve service failures and customer service issues in collaboration with the Customer Service Manager.
• Conduct field observations to proactively identify operational gaps and opportunities for service improvement.
• Support the development and implementation of recruitment and staffing strategies for operations personnel.
• Partner with Vehicle Maintenance and Safety & Security teams to ensure fleet reliability and ongoing workforce training.
• Develop, review, and update operational policies, procedures, and manuals to align with organizational goals and regulatory standards.
• Provide coaching, feedback, and professional development opportunities for subordinate staff to promote succession planning.
• Ensure departmental compliance with the collective bargaining agreement, company policies, SOPs, and relevant laws and regulations.
• Prepare and present reports on KPIs, performance metrics, and department statistics to the General Manager.
• Support budgeting, procurement, and financial monitoring activities in collaboration with internal departments.
• Represent PLTO in public-facing situations, serving as an ambassador for customer information and relations.
• Coordinate with PLTP, third-party oversight contractors, MTA departments, and external partners to support operations.
• Serve as the General Manager’s designee in internal and external meetings and events.
• Participate in operational tasks such as scheduling, dispatching, or supervision when needed.
• Remain on-call 24/7 to address any critical service or safety-related incidents.
• Cooperatively and efficiently performs related tasks and duties as required.

Knowledge, Skills and Abilities:

• Knowledge of business systems supporting transit operations, including Enterprise Asset Management Systems (EAMS) and HASTUS Knowledge of technology systems supporting rail transportation, including Intelligent Transportation Systems (ITS) and Transit Signal Priority (TSP) Knowledge of national and international, best practices in transit operations and planning principles.
• Thorough knowledge of transit services, routes, and schedules.
• Ability to interpret and enforce collective bargaining agreement.
• Ability to establish and maintain effective working relationships with other departments.
• Ability to communicate effectively orally and in writing.
• Strong analytical and fact-gathering skills to effectively conduct fair and reliable investigative reporting.
• Ability to make independent decisions within scope of responsibility.
• Written and verbal communication skills, including strong presentation skills for different audiences Microsoft Office suites including Word, Excel and PowerPoint. Geographical Information Systems (GIS) and database management systems
• In-depth knowledge of fixed-route transit operations and scheduling systems.
• Strong leadership and management skills with a collaborative and results-driven approach.
• Advanced understanding of transit regulations (FTA, DOT, OSHA) and unionized environments.
• Excellent communication skills, both verbal and written, to engage staff, leadership, and stakeholders.
• Strong analytical skills with the ability to interpret operational data and implement data-driven improvements.
• Ability to manage complex contracts and oversee third-party vendors and consultants.
• Skilled in emergency management and crisis communication.
• High level of integrity, professionalism, and ability to make sound decisions under pressure.

Emotional, Psychological and Physical Requirements:

Ability to:

• Deal with long hours and high levels of stress
• Counsel employees and have difficult conversations
• Make quick, concise, and educated decisions
• Work with members of the public and the community
• Concentrate on priority tasks with frequent interruptions

Physically:

• Sits frequently for long periods
• Attend meetings on a regular basis internally and externally to the company.
• Moves throughout facilities and grounds
• Lifts light loads at times (<50 lbs.)

Additional/Miscellaneous/Special Requirements:

• Acceptable background check upon hire and must be maintained throughout employment.
• Must pass a pre-employment drug and alcohol screening and comply with PLTO’s Drug and Alcohol Policy.
• Acceptable driving record upon hire which must be maintained throughout employment.

Education and Experience:

• A Bachelor’s Degree or higher from an accredited college or university with major coursework in Planning, Business Administration, Transportation or a related field.
• Experience working in transit, preferably a union environment.
• Minimum of fifteen (15) years of progressive experience within the Transportation industry or related with at least 10 years in a supervisory or administrative capacity.
• Prior experience as a transit supervisor is preferred.
• Knowledge of DOT, OSHA and FTA requirements and regulations is preferred.
• Extensive overall experience may be considered in lieu of advanced education.
• Relevant certification or training in safety related programs a plus

PLTO is an Equal Employment Opportunity (EEO) employer. We recruit, hire, train and promote persons in all job classifications and ensure that all other personnel actions are administered without regard to race, color, religion, creed, national origin, ancestry, gender, physical or mental disability, pregnancy, sexual orientation, genetic information, veteran or military status, or any other characteristic protected by law.

The ADA requires PLTO to provide adequate accommodation to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.