Transit Systems 2018-08-28 2018-10-02

Director of Service Quality Management

Company: Greater Cleveland Regional Transit Authority View more listings
Location: Cleveland, Ohio
Job Status: Full-time
Job ID: 105429

Job Posting #:IRC17124

The Greater Cleveland Regional Transit Authority (GCRTA) is looking for a leader who is inspired by our mission to provide safe, reliable, clean and courteous public transportation services. The Director of Service Quality Management leads the Service Quality Management department, which integrates bus and rail supervision under one roof. The position works in a 24/7 fast-paced and demanding environment. The director serves as the principal leader for RTA’s daily bus, rail and paratransit service delivery. He/she manages all bus and rail field supervision and the Integrated Communications Center (Bus & Rail Operations Control Centers) assuring compliance with applicable operating rules, regulations and procedures governing safe, timely and professional transportation service. The director ensures the achievement of scorecard goals, performance improvement outcomes and the overall quality of service. The director participates in short and long-term strategic planning and assures the department’s strategies and tactics are aligned with the goals and priorities of the GCRTA as a whole.

Minimum Requirements
Applicants must have a Bachelors’ degree in Business Administration, Public Administration, Business Management, Transportation or Civil Engineering, or a related area of concentration. Applicants must also have a minimum of four (4) years of managerial experience in a multi-modal transit environment, including leading and directing multiple tasks and groups, addressing various levels of organizational concerns, effectively communicating with various levels of internal and external customers and other related managerial experience. Applicants must also have the ability to demonstrate effective time management skills, as well as provide business solutions to organizational problems. Applicants must be able to demonstrate the ability to motivate a varied workforce and to foster strong interpersonal relationships. Applicants must have experience with controlling budget expenditures, as well as efficiently and effectively utilizing human resources. Successful management of large, complex projects or tasks, is also required. Applicants must also be able to quickly learn new software applications. Knowledge of quality management concepts, including process improvement and problem solving techniques is also required.

About Greater Cleveland Regional Transit Authority
As the recipient of the gold-level award from The Partnership for Excellence (TPE, Baldrige Award) and the national APTA award for bus safety, we continue to be a well-recognized and high-performing public agency providing public transportation to the greater Cleveland area. We are proud to be one of northeast Ohio’s major employers with over 2,300 employees. Our service encompasses 460 square miles and we provide 40 million rides annually, which is more than 100,000 rides on a typical weekday. Our corporate mission is to provide safe, reliable, clean and courteous public transportation.

We offer a wide range of comprehensive benefits and programs to support the health and wellness of employees and family members including health benefits and participation in the Ohio Public Employee Retirement System. If you’re interested in this exciting opportunity, we encourage you to apply for this position and become a valued member of the GCRTA team!

Working Conditions
The working conditions described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

  • Environmental Conditions: This person will work in both an office and garage type of an environment. This person may also be required to work outside.

  • Physical Demands: While performing the duties of this job, the employee is regularly required to sit or stand for up to 8 or more hours a day. The employee is frequently required to see, hear and speak. The employee will be required to work at a computer. The employee is required to travel to other locations and work irregular schedules.

  • Mental Demands: Reading, watching, studying, observing, focused listening, auditing, inspecting, proofreading, and evaluating. Ability to give, receive and analyze information, formulate work plans, prepare written materials and articulate goals and action plans. Ability to communicate effectively (verbal and written); develop and interpret policy, procedures, and data; maintain emotional control under stress.

Salary Range: $84,903- $112,495 Annually

Selection Process
This is a non-bargaining, exempt position. No eligible list will be established. The selection process will include one or more components to demonstrate applicants’ knowledge, skills and abilities in job related areas. These may include exercises such as practical demonstrations, written communications, oral interviews and/or competency assessments.

Please visit to apply. To check the status of your application: Log into the GCRTA I-Recruitment site, look under “Status” column. To check your communications: Log into the GCRTA I-Recruitment site, click on the “Application Details” of the job posting, click on the “Communications” tab to view communications.


Transit Job Listing - Director of Service Quality Management