DescriptionAs part of the executive management team, work with management and departmental personnel on Client long-term system strategy and planning.
Provides management oversight of the scheduling and service planning, marketing and communications, and customer service functions.
Oversee the operations planning process and serves as a source for information on all operations planning strategies, techniques, software, systems, and tools for the delivery of service in Hartford, New Haven, and Stamford
- Oversee the statewide service planning for all of the Client brand and serves as a source for information on all planning strategies, techniques, software, systems, and tools.
- Oversee the development of products and campaigns for transit marketing. Including the development of printed schedules, brochures, maps, as well as digital assets for websites and social media. Assist client with campaigns including public outreach, and advertising opportunities.
- Oversee the Client .com website, as well as other client-owned webpages maintained under the HNS Management Contract.
- Oversee the Customer Service departments and Sales Outlets in Hartford, New Haven, and Stamford. This includes the management of traditional call centers as well as remote call center representatives.
- Monitors and develops performance measures and enforces accountability, including the utilization of all available technology and data systems that provide or otherwise support operational results.
- Develops and leads presentations to clients and/or other entities/individuals as necessary.
- As directed by the client, this position should assist in communications with the Board of Directors, City Councils, and other federal, state, and local agencies, boards, and commissions and represents HNS Management Company, Inc dba Client in public meetings and hearings as necessary.
- As directed by the client this position should represent HNS Management Company, Inc. dba Client before any local, regional, state, and federal government agencies, boards, or commissions at conferences or meetings as necessary.
- Selects, supervises, trains, motivates, assigns, counsels, and disciplines staff, in accordance with company policy including establishing professional standards for work quality, quantity, performance, and accountability.
- Identifies opportunities for improvements/efficiencies; develops and implements change initiatives.
- Work cooperatively with all levels of personnel.
- Attends in-service training, seminars, or other opportunities for professional development as made available by the Agency. Actively participates in staff meetings and training.
- Provides training for Agency personnel as required.
- Has thorough working knowledge of Agency policies and procedures.
- Acts in place as the General Manager as needed.
- Other duties and responsibilities as assigned.
Requirements- A bachelor's degree in Transportation, Management, Business Administration, Public Administration, Urban Planning, Marketing, or a closely related field. Significant transit industry work experience may be substituted for a portion of the education requirement.
- An equivalent combination of education and work experience on a year-for-year basis can be substituted for the 4-year degree requirement.
- Ten (10) years of professional, full-time experience in express route planning, state-wide planning, operations planning, service planning, blocking & scheduling, marketing & communications, or customer service.
- Five (5) years or more of senior management experience in planning, marketing, or customer service in a medium to large organization.
- Experience as General Manager at a smaller transportation organization is highly desirable.
- Experience supervising in a union environment is required.
- Principles of transit planning and scheduling; planning methods related to service design, demand estimation, cost estimation, and economic evaluation are required.
- Principles of Transit Marketing, including public outreach methods, engaging with stakeholders, and development of program-specific campaigns.
- Principles of Customer Service, including call center management, management of remote call center representatives, sales, inventory management, and performance metrics.
- Proficient in software programs (Microsoft Office suite) and must have the ability to quickly learn internal software programs, and industry-specific software, such as Trapeze.
- Ability to read, analyze and interpret maps, schedules, plans, spreadsheets, and related documents.
- Must be able to handle confidential information.
- The ability to prioritize projects and have excellent communication (especially verbal), interpersonal skills, tact, and diplomacy.
- Ability to work both independently and in a team environment.
- A valid driver's license and a satisfactory driving record for the last five (5) years are required. A commercial driver's license is preferred. Individuals may be required to travel in the course of their daily work.
ACCOUNTABILITY:This position is directly accountable to the General Manager. This position manages, supervises, and directs the Operations Planning, Service Planning, Marketing, and Customer Service Departments and employees.
