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The Position:
The Fixed Route Operations Manager is responsible for continued safe, smooth, and reliable fixed route services. The Manager implements the fixed route program including hiring, training, supervising, and evaluating fixed route staff and operators. This position is a hands-on management position that can expect to spend significant time in the field supervising and operating the system. This position is safety sensitive, and is subject to COAST’s DOT drug and alcohol testing program.

Excellent customer service skills are a vital requirement of this position. The Manager handles unique and challenging customer service situations. Therefore, the Manager must have tact and good judgment to ensure customers are treated fairly while keeping COAST compliant with a variety of regulations and safety practices.

This position is a complement to the Demand Response Operations Manager position. These two positions will coordinate to share work load and responsibilities as needed under the direction of the Director of Operations, while maintaining each position’s primary focus and responsibility. The ability to maintain effective working relationships internally, as well as externally with customers and vendors, is critical to success in this position. The Manager will manage and respond to emergency situations, participate in departmental training opportunities and programs, complete special projects and act as a resource for other departments, the Director of Operations, and outside entities as requested or directed. 

The Fixed Route Operations Manager must have full knowledge of all safety and security rules and policies and is responsible for ensuring that safe work practices are incorporated in everyday routines.

The Organization:
COAST was formed in the early 1980s out of a community effort to improve mass transportation options in southeastern New Hampshire.

At the outset,  COAST provided no transit service itself, instead contracting the planned routes back to the private bus lines that were already running. By the 1990s, after Federal funding cuts had forced the elimination of some routes, the primary contractor operating COAST routes was the University of New Hampshire Kari-Van system. This arrangement remained in effect until late 1998.

After several years of struggle, COAST discontinued its contract for operations. On December 10th, 2001, COAST reorganized to become a primarily self-operated system, taking on the day-to-day management and operation of the system and re-hiring most of the drivers who had worked for the private contractor only the night before.

Since 2001, COAST administration has worked tirelessly to build up COAST as the best small urban transit agency it can be. A renewed focus on quality at every level allowed our organization to grow from 211,000 passenger trips in 2001 to 458,000 in 2017. Today, our maintenance program is top-notch. Our drivers receive some of the most extensive training available. Today, COAST has become a name throughout New Hampshire associated with professional and highly-respected transportation.

Today, COAST’s fixed route operations include seven regional fixed routes, four peak-only commuter routes, and a seasonal parking shuttle. Peak service sees sixteen fixed route vehicles in service, with a mid-day low of eight vehicles. A push for continued improvement in customer service and efficiency will see one fixed route transform to a demand response service in Summer 2018. Additionally, all COAST fixed routes are getting a schedule refresh in Summer 2018 to help maintain on time performance and account for traffic and development changes over the past several years.

Moving forward, COAST is working to improve our customers’ experience by implementing real time bus tracking and a continual focus on service improvement. We are also anticipating service changes in 2020, and are beginning the planning process for these significant changes to the fixed route system. This is an excellent opportunity to help shape our regional transit system for years to come.

Education and Experience:

• Undergraduate degree in finance, management, business administration, public administration, planning, social work, or related field. Transit management experience may be substituted for formal degree for exemplary candidate.

• Skill in letter and report composition and math. Good oral and written communications and supervisory skills required. Ability to effectively edit and correct written correspondence for clarity and proper grammar.

• Strong leadership skills including the ability to: create a team-based environment; provide supervision and coaching; resolve difficult customer complaints and concerns; and plan and organize work effectively.

• Must be able to deal with stressful situations on a regular basis, including emergency and incident response and investigation, upset people, and time-sensitive multi-tasking.

• Four years of progressively responsible experience in fixed route transit management is preferred.

• Prior experience with transit software systems, including automatic vehicle locator (AVL) and vehicle camera systems preferred.

• Must possess a valid DOT medical certificate.

• Must possess a CDL-B with Passenger endorsement and no air brake restriction.

Candidates who do not meet all of the qualifications and experience outlined here are encouraged to address in their cover letter why their unique experiences and education make them an excellent candidate for the position.

Compensation & Benefits:

• Starting Salary range $50,000-$58,000 commensurate with experience.

• Benefit package including Medical, Dental, Life, Short-Term Disability and Long-Term Disability.

• Optional Simple IRA with employer match of 3% annual salary.

• 26 Annual Paid Days Off

For a complete position information packet and job description, please go to https://coastbus.org. Under the Opportunities menu select COAST Career Opportunities.

Please apply online at https://coastbus.org.