Service Delivery Manager chez New Orleans Regional Transit Authority, LA

About the Department

NEW ORLEANS REGIONAL TRANSIT AUTHORITY

POSITION ADVERTISEMENT- Non-Represented Opportunity

The Regional Transit Authority gets people moving around New Orleans. Our transit services provide mobility to residents of the city as well as tourists, providing incredible views and comfortable rides through historical neighborhoods and countless attractions. RTA’s system includes 4 streetcar lines, 30 bus routes, 2 ferry routes, and paratransit services. Our passengers take more than 19 million rides every year. 

JOB Title: Service Delivery Manager

POSITION STATUS: full time

REPORTS TO

Director of Operations, Bus

TITLES OF POSITIONS REPORTING DIRECTLY TO THIS JOB

Transit Operations Supervisor

JOB SUMMARY

The Service Delivery Manager assists with the overall management of activities of all modes of operations 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.

Position Duties

ESSENTIAL FUNCTIONS
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

• 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
• Provides direction to Bus and Rail operators during accident investigation, schedule and route changes, and emergency situations
• Assists with conducting disciplinary investigations, hearings, and counseling sessions
• 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
• Oversee 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
• Interacts with various departments and outside agencies to coordinate schedules and procedural improvements to ensure quality service
• Creates monthly and daily instructor schedules and manages training resources
• 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

Minimum Qualifications

EDUCATION

• Bachelor’s degree or Master’s (preferred) degree in business, public administration, or a closely related field required, or an equivalent of education and experience equivalent to 4 to 7 years relevant supervisory level work experience in public transportation operations of a multi-division urban transit system 
• Supervisory experience with direct responsibility for the administration of a labor contract/grievance procedures for a large, unionized organization.
•  A valid Louisiana Class B Driver’s License or the ability to utilize an alternative method of transportation when need to carry out job-related essential functions

WORK ENVIRONMENT/PHYSICAL REQUIREMENTS

• Normal office environment and fieldwork. Fieldwork may require the employee to perform essential duties in an outdoor setting in a variety of weather conditions.
• Incumbents must be able to board and alight transit vehicles, climb stairs, and move in confined spaces as well as stoop and bend.
• Incumbents must have the ability to safely drive an automobile. In case of a serious accident, the employee must be prepared to report for duty as notified and work extended hours.
• 24 hours on call, weekend/holiday work required when necessary

This is a designated Safety Sensitive Position under RTA Drug and Alcohol-Free Workplace Policy [“Non-USDOT”]. Drug and Alcohol Testing is conducted under RTA testing authority in accordance with Federal Transit Administration (FTA) regulations.

Other Qualifications

• 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
• Applicable business software applications
• Compile, analyze, and interpret complex data