Transit Systems 2021-11-15 2021-12-03

Service Delivery Manager

Company: New Orleans Regional Transit Authority View more listings
Location: New Orleans, Louisiana
Job Status: Full-time
Job ID: 136944


SALARY RANGE: $64,092.68 - $96,139.02 Annually

CLOSING DATE: 12/3/2021

Non-Represented Employment Opportunity

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The Regional Transit Authority gets people moving around New Orleans. Our transit services bring hard-working commuters to their jobs, students to their schools and fun seekers to entertainment, shopping areas and restaurants. We provide mobility to residents of the city as well as tourists, taking them to and from their hotels to historical neighborhoods and countless attractions. RTA’s system includes five streetcar lines, 34 rail routes, two ferry routes and paratransit services. Our passengers take more than 19 million rides every year.

Senior Director of Operations

Transit Operations Supervisor


  • Supervises and manages a team and/or management processes including the full range of management duties

  • Management and implementation of On Time Performance initiatives through data based decision making.

  • Recruits, interviews, hires, and appraises employees (performance evaluations) on their productivity

  • Delegates and oversees the daily workflow of the department

  • Motivates, guides, and mentors employees on their development

  • Recommends to senior management internal promotions and changes including discipline and terminations of employees in accordance with company policy

  • Performs other related duties as assigned

Assists with the overall management of activities of an operating rail transportation division to ensure that all performance and safety measures are met; maintains adherence to RTA rules, policies, and procedures in support of the agency's goals and objectives, efficiency of operation, cost effectiveness, and positive management-labor relations.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
  • Manages the assignment of operating and supervisory staff and resources to ensure that service objectives are achieved within budgetary constraints; conducts division shake-ups and bidding procedures

  • Assists with developing goals, establishing plans and priorities, and assigning and monitoring work for an operating division

  • Assists with monitoring staff compliance with policies, rules, procedures, regulations, practices, and labor agreements; manages the maintenance of employee records and division statistics

  • Manages the review and analysis of transit operations and monitors system performance to identify and resolve problems while ensuring efficiency and cost-effectiveness

  • Participates in and manages the investigation and resolution of customer complaints

  • Provides direction to Bus and Rail operators during accident investigation, schedule and route changes, and emergency situations

  • Manages the administration of workers' compensation program activities

  • Assists with conducting disciplinary investigations, hearings, and counseling sessions; testifies at unemployment and workers' compensation hearings and court cases

  • Supervises the investigation of accidents to minimize recurrence and determine if accidents are chargeable according to labor agreement mandates

  • Oversees vehicle services for seasonal and special events, including projecting equipment and staffing demands, scheduling appropriate personnel, and tabulating related statistics when assigned to Vehicle Operations

  • Oversees the re-routing of bus and rail lines and detour notices during major road construction projects, civil and tactical emergencies, and other situations affecting street operations; coordinates services with police, fire, road, and flood control agencies when assigned to Vehicle Operations

  • Prepares written incident reports, correspondence, bulletins, and standard operating procedures

  • Interacts with various departments and outside agencies to coordinate schedules and procedural improvements to ensure quality service

  • Works closely with Bus and Rail operators, Transit Operations Supervisors, and other staff members to support the goal of providing safe, courteous, and reliable transit service

  • Assists in developing goals and establishing plans and priorities for Operations Central Instruction and Division Training

  • Creates monthly and daily instructor schedules and manages training resources

  • Supervises, trains, mentors, and motivates assigned staff

  • Communicates and implements safety rules, policies, and procedures in support of the agency's safety vision and goals; and maintains accountability for the safety performance of all assigned employees

  • Must comply with all Louisiana Occupational Safety and Health Administration (OSHA) regulations and utilize approved safety equipment and personal protective gear including, but not limited to, respirators, eye, and hearing protective devices (HPD), if and when required

  • Contributes to ensuring that the Equal Employment Opportunity (EEO) policies and programs of RTA are carried out
  • Performs other job related duties which are in keeping with the goals and objectives of RTA.

  • Theories, principles, and practices of public rail transit operations

  • Applicable local, state, and federal law, rules, and regulations governing public transit systems

  • Applicable Louisiana Vehicle Code, Louisiana Code of Regulations, and Louisiana Public Service Commission regulations

  • RTA transit operations, including lines, routes, fares, policies, and procedures

  • Safety procedures

  • Labor contracts

  • Modern management theory

  • Applicable business software applications

  • Planning, organizing, and monitoring the work of a transportation operations division

  • Developing strategies to solve problems and achieve goals

  • Analyzing situations, identifying problems, recommending and implementing solutions, and evaluating outcomes

  • Communicating effectively orally and in writing

  • Preparing comprehensive reports and correspondence

  • Interacting professionally with various levels of RTA personnel, outside agencies and the community

  • Supervising, training, mentoring, and motivating assigned staff

  • Compile, analyze, and interpret complex data

  • Understand, interpret, and apply laws, rules, regulations, policies, procedures, contracts, budgets, and labor agreements

  • Plan financial and staffing needs

  • Read, write, speak, and understand English

Bachelor's Degree in Business, Public Administration, or a related field; Master's Degree in a related field preferred

OR: An equivalent combination of education and experience that demonstrates the ability to perform the position duties

Four (4) to seven (7) years of relevant experience and relevant supervisory-level experience working as a full-time public transit supervisor and/or manager in transportation operations; some positions in this class may require specialized experience in area of assignment

  • A valid Louisiana Class B Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions

  • 24 hours on-call, weekend/holiday work required when necessary

  • Positions in this job classification are considered safety-sensitive and subject to drug and alcohol testing, including random testing, under Federal Transit Administration (FTA) regulations.

  • This is a designated Safety Sensitive Position Covered under USDOT (Federal Transit Administration [FTA] Regulations). Drug and Alcohol Testing is conducted using FTA regulations.

  • Must provide proof of being fully vaccinated with the COVID-19 vaccine before start date.

  • Must submit to criminal background check, the results of which must meet hiring criteria for the role.

The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. New Orleans Regional Transit Authority (NORTA) provides reasonable accommodation to enable individuals with disabilities to perform the essential functions.
  • Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

  • Operate a telephone or other telecommunications device and communicate through the medium

  • Type and use a keyboard and mouse to perform necessary computer-based functions

  • Communicating through speech in the English language required

NORTA is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment decisions are based on job-related standards and must comply with the principles of equal employment opportunity.

This classification is at-will and the incumbent serves at the pleasure of the hiring authority. This job specification is not to be construed as an exhaustive list of duties, responsibilities, or requirements.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Transit Job Listing - Service Delivery Manager