Manager, TRIP Operations bei Metropolitan Council, MN

About the Department

We are the Metropolitan 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. 
 
Metropolitan Transit is one of the country's largest transit systems, employs more than 3,000 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:

The Manager, Transit Rider Investment Program (TRIP), ensures that the TRIP Department policies & procedures adhere to TRIP program requirements as defined in MN State Statute demonstrate, must demonstrate proven leadership skills, a passion for public transit, and the ability to communicate and promote good customer service.

This position will direct and guide staff; collaborate and engage staff at all levels; create/update department policies and administer both Metro Transit and department policies; establish departmental priorities; coordinate event support; and be accountable for the daily oversight and operations of the Metro Transit Rider Investment Program Department’s efforts that preserve public transit for the public good.

Position Duties

1.  Manage the Metro Transit Rider Investment Program (TRIP) Operations Department by establishing and upholding policies, procedures, goals, developing performance metrics and expectations, creating reports to define impact and success, and present information to executives and policymakers for their consideration.

• Write, review, and approve SOPs.
• Establish an effective training curriculum.
• Create quarterly metrics to measure success.
• Create annual department goals using the Metro Transit goals as a guideline.
• Plan and manage department capital and operating budgets to ensure efficient operation.
• Serve as hiring manager for assistant managers and TRIP Agents.
• Participate in ATU & Private contract negotiations.
• Manage private contracts as necessary.

 

 2.  Allocate equitable work assignments to the Assistant Managers by examining scheduled or impromptu event needs, passenger, and MTPD data to determine the most effective deployment of staff.

• Track metrics to ensure that appropriate information is provided to Assistant Managers to effectively schedule and manage staff to meet department operational goals.
• Monitor the workload of each Assistant Manager to ensure they are all receiving the same opportunities to work towards career goals and maintain positive morale.
• Track timelines and results of the Metro Transit Investment Program (TRIP) operations initiatives, actions, and assignments.

 

 3.   Ensure proper and appropriate support for Assistant Managers to provide a positive and equitable work   environment.

• Document employee performance consistent and set goals and expectations.
• Give timely feedback to employees.
• Review and update SOPs to ensure employees have access to the most accurate information.
• Provide coaching, training, and ongoing development as well as corrective action, work improvement plans, and discipline as required.

  

 4. Accountable for all the on-street operational duty requirements of the Metro Transit Service TRIP Agent.

• Responsible for the safety of all Metro Transit TRIP Agents.
• Ensure a balanced TRIP Agent coverage of bus and rail service, as well as planned and impromptu events and service disruptions.
• Investigate customer service issues and follow up with the appropriate fare education, outreach assistance, and health/human resources that may be discovered as the Metro Transit TRIP Agents perform their daily required duties.

 5.   Support TRIP Agents through quality training that provides excellent customer service.
 Provide staff with the appropriate level of training to maintain positive and proactive outreach interactions and contact with customers.

• Provide staff with the appropriate level of training to maintain composure, accept criticism from customers, deal calmly and effectively in high stress situations, and provide excellent customer service in a consistent and equitable manner.
• Provide staff with the appropriate level of training to be able to complete reports such as Facility Condition Reports, surveys, etc. as required/directed.

 6. Represent Metro Transit TRIP Program in partnership with Transit Service Intervention Project/TSIP and MTPD, communications, and negotiations with council staff, departments/divisions, city/county/state officials, police, contractors, neighborhood organizations, residents, businesses owners, and other outside entities.

• Attend community meetings to hear from community members and communicate general information on transit policies, practices and procedures, transit fares, special events, attractions, and other related matters.
• Assist with providing general fare and off-board payment requirements for various transit modes.
• Understand the need for special events, detours, and other event assistance.
• Develop and implement strategies to facilitate relationships with other departments and agencies to ensure ongoing positive interactions.

7.  Performs related work as apparent or assigned.

Minimum Qualifications

Any of the following combinations of experience (in transportation management, public safety industry or similarly related field) and completed education (degree field of study in public affairs, business administration, transportation, or closely related field):

• High school diploma/GED with ten (10) years of progressive experience, including (3) years of verifiable team lead/supervisory experience. 
• Associate’s degree with eight (8) years of progressive experience, including (3) years of verifiable team lead/supervisory experience. 
• Bachelor's degree with six (6) years of progressive experience, including (3) years of verifiable team lead/supervisory experience. 
• Master 's degree with four (4) years of progressive experience, including (3) years of verifiable team lead/supervisory experience. 

*Metropolitan Council Employees Only. Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience.  You must attach your certificate(s) as proof of completion of the program to your application.  Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

Program	Number of years of supervisory experience program counts for
Metro Transit Leadership Academy	1 year
Project Management Development Program-12-month session	1 year
Project Management Development Program-6-month session	6 months
Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience. Leading Self-Personal Effectiveness Certificate Leading Self-Communication Certificate Leading Self-Business Skills Certificate Leading Others-Preparing for Supervisor Certificate	6 months

Licensure:
 

• Valid driver's license and acceptable driving record.
• Must possess and maintain a valid Minnesota, Wisconsin drivers’ license based on operation of company vehicle.

What additional skills and experience would be helpful in this job (desired qualifications):

• Experience in time management skills.
• Experience in cross department/ division experience.
• Experience in project management/ team building/ coaching. 
• Experience leading high profile teams.
• Prior experience managing a team of contracted and non- contracted employees.
• Experience in working in high profile work which is community focused.
  

What knowledge, skills and abilities you should have within the first six months on the job:

 

• Knowledge of principles and practices associated with regional transit service delivery.    
• Geographical knowledge of metropolitan area, Metro Transit routes, regional private provider relationships and suburban providers.     
• Knowledge of Metro Transit policies, procedures, and relevant collective bargaining agreements.     
• Knowledge of all relevant federal, state and local laws, ordinances and regulations including, Federal random drug testing requirements, the Family and Medical Leave Act (FMLA), EEO and Affirmative Action, and the Americans with Disabilities Act (ADA).
• Knowledge and expertise in progressive management practices within large organizations including, budgeting, planning, leadership and labor/management relations.      
• Ability to establish and maintain effective working relationships with employees, Metro Transit management, Metropolitan Council management, and council members.      
• Ability to work effectively in a unionized environment including, understanding of labor relations issues, contract interpretation, and grievance procedures.     
• Skilled in problem analysis and resolution.     
• Skilled in interpersonal and leadership skills to analyze and resolve complex management challenges.     
• Skilled in understanding and use of technology including, personal computer, software programs, and data management while readily adapting to change.
• Ability to communicate effectively both in writing and verbally; facilitate group meetings and present information clearly.      
• Ability to operate personal computer and supporting software applications including, Windows NT, Microsoft Office, HASTUS, iDash, etc.
• High degree of self-management and resiliency capacity
• Ability to develop and coach garage operations team for continuous professional development and improvement.

Other Qualifications

Union: Transit Managers and Supervisors Association (TMSA)/ Grade J

FLSA Status: Exempt

Safety Sensitive: Yes, subject to random Non-DOT drug tests.

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. Up to one third of the time this position works near moving parts or equipment, exposed to fumes or airborne particles, outdoor weather conditions and moderate noise.

What steps the recruitment process involves:

• We review your minimum qualifications. 
• We request your Work Record Evaluation (ATU employees only). 
• We rate your education and experience. 
• We conduct a structured panel interview.
• We conduct a selection interview.

Once you have successfully completed the steps above, then:
 
If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history.  A driving record check and/or physical may be conducted if applicable to the job.  If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.
 
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 you're 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 [email protected].

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