SUMMARY:

Under the general direction of the Chief Operating Officer (COO), this senior management level position plays a key role within the Operations Division, which also includes Maintenance and Safety & Security. As the leader of GRTC's largest department, this position holds full operational autonomy and provides strategic leadership and oversight of all transportation services, including fixed-route, Bus Rapid Transit (BRT), paratransit, and microtransit. The Director is a constant change agent.

The Director is responsible for ensuring service reliability, safety, operational efficiency, and customer satisfaction while overseeing day-to-day execution and long-term planning. This includes managing all transit supervisory staff, coordinating across departments, providing leadership in labor relations, and overseeing contractor compliance. The Director also plays a critical role in technology implementation, budget planning, and emergency response.

As an agent of change, the Director leads modernization efforts and organizational transformation initiatives, guiding the department through evolving challenges and opportunities. This role champions innovation, aligns operations with GRTC's strategic goals, and ensures a positive, safe, and equitable rider and employee experience across all modes of service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Strategic and Operational Leadership
• Demonstrates strong leadership daily to guide the Transportation Department in alignment with GRTC's vision and goals.
• Exercises full operational authority over GRTC's largest department, with responsibility for all modes of transportation service (local fixed-route, express, BRT, paratransit, and microtransit).
• Develops and implements operational policies, procedures, and strategic initiatives to enhance service performance, safety, and reliability.
• Oversees supervision staff responsible for window dispatching, board building/scheduling, bus assignment coordination, radio controllers, payroll, and field supervision.
• Oversees the Transportation Control Center (TCC) to ensure consistent service delivery standards and adherence to GRTC performance expectations.
• Provides indirect oversight of all transportation staff, including more than 300 bus operators and support personnel.

Technology and Systems Oversight
• Oversees the implementation, integration, and maintenance of technology systems used in daily transit operations, including CAD/AVL, vehicle locator systems, operator scheduling software, and emergency communication platforms.
• Collaborates with the Information Technology Department to ensure operational technology systems support service reliability, staff efficiency, and data reporting needs.

Labor Relations & Workforce Engagement
• Acts as GRTC's liaison with union officials; supports and participates in labor negotiations as a member of the Company's bargaining team.
• Conducts first-step grievance and disciplinary hearings, ensuring consistent application of collective bargaining agreements (CBAs) and internal policies.
• Reviews and evaluates disciplinary actions and may represent the agency in arbitration proceedings.
• Works with Human Resources to implement training programs that promote staff development and succession planning.
• Provides leadership development opportunities for transportation supervisors and ensures accountability at all levels of the department.

Staff Management and Internal Coordination
• Directly manages a team of transportation supervisory staff and provides high-level oversight of all personnel within the department.
• Oversees the accurate completion and submission of payroll for all Transportation staff.
• Conducts routine staff meetings and drafts/prepares written communications to ensure staff are informed, aligned, and motivated.
• Coordinates with key internal stakeholders-including Maintenance, Safety & Security, Planning, and Customer Service-to ensure cross-functional alignment of goals and operational needs.

Customer Service, Safety, and Service Delivery
• Ensures sufficient staffing, vehicle deployment, and route coverage to meet daily service demands.
• Analyzes service problems and accident records to identify root causes and implement improvements to safety and customer experience.
• Oversees the investigation and resolution of customer complaints related to transportation services and operator conduct.
• Supports the implementation of safety initiatives, emergency preparedness, and compliance with FTA safety directives.

Contract Oversight & Compliance
• Serves as contract administrator and primary liaison for GRTC's paratransit contractor and subcontractors, ensuring full contractual compliance with service quality, safety, ADA, and reporting requirements.
• Works closely with the contractor's General Manager to ensure reliable service delivery, effective coordination, and mutual accountability.
• Monitors performance data (on-time performance, missed trips, vehicle readiness, complaints) to assess contractor effectiveness and enforce corrective actions.
• Reviews and validates contractor reports, ensuring timely and accurate submissions while processing liquidated damages for non-compliance.
• Works with Procurement and Finance on contract modifications, renewals, and budget impacts.
• Leads quarterly and annual contract reviews, supports RFP development, and coordinates internal audits, including FTA triennial reviews.
• Maintains documentation and compliance tracking, ensuring transparency and accountability in managing public funds.

Budget & Resource Management
• Participates in the development and administration of the annual Transportation Department budget.
• Forecasts workforce and resource needs based on ridership trends, service plans, and capital priorities.
• Monitors expenditures and identifies cost-efficiency opportunities while maintaining high service standards.

OTHER DUTIES AS ASSIGNED:

In accordance with our mission statement, additional duties and / or tasks may be assigned to continue seamless service for the agency.

SUPERVISORY RESPONSIBILITIES:

Directly manages a team of transportation supervisory staff and provides high-level oversight of all personnel within the department. Oversees supervision staff responsible for window dispatching, board building/scheduling, bus assignment coordination, radio controllers, payroll, and field supervision. Provides indirect oversight of all transportation staff, including more than 300 bus operators and support personnel.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experiences / Certifications:
• Bachelor's degree in Transportation Management, Business Administration, Public Administration, or a related field (required); Master's degree (preferred).
• A minimum of seven (7) years of progressively responsible experience in transit operations, including at least five (5) years in a senior leadership or management role. Additional qualifying experience may be substituted on a year-for-year basis in lieu of a Degree.
• Experience managing unionized workforces, overseeing labor relations, and participating in contract negotiations.
• Experience with multiple transit modes (fixed route, paratransit, microtransit) strongly preferred.
• Valid Virginia Driver's License required; CDL preferred or must be obtained within 6 months of hire.
• Must maintain an active driving status acceptable under GRTC's insurance policy, including consenting to periodic monitoring of driving records as a condition of employment.

Knowledge / Skills / Abilities:
• Comprehensive knowledge of public transit operations, labor relations, customer service, and transportation safety.
• Demonstrated success in managing large, unionized operational teams in a high-pressure environment.
• Strong leadership and interpersonal skills with the ability to motivate, manage conflict, and develop talent.
• Expertise in contract and vendor oversight, especially related to transportation services.
• Solid understanding of technology systems used in transit operations (CAD/AVL, scheduling software, vehicle monitoring).
• Proficiency in data analysis, KPI tracking, and performance-based decision-making.
• Skilled communicator in both written and oral formats; comfortable speaking with internal teams, executive leadership, and public stakeholders.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.