Position Summary:
The Regional Quality and Planning Manager supports regional operations through performance analysis, reporting, service planning support, and operational trend monitoring across an assigned region. This role partners closely with Operations, Customer Success, Safety, Fleet, Dispatch, Scheduling, and local leadership teams to provide visibility into operational performance, identify trends, and support continuous improvement initiatives.
The position is responsible for recurring KPI reporting, ridership and service analysis, schedule and route review, variance tracking, and follow-up coordination related to operational performance and service quality. This role helps create consistency in reporting practices and analytical processes across multiple locations while supporting regional and local leadership with actionable operational insights.
This position serves as a regional support and planning function focused on operational analytics, reporting discipline, service trend monitoring, and continuous improvement support across the region.
Essential Duties and ResponsibilitiesPerformance Analysis & Reporting- Produce recurring regional KPI, ridership, service performance, and operational trend reports.
- Develop weekly, monthly, and quarterly reporting packages for regional leadership, Customer Success, and local operations teams.
- Analyze operational performance metrics including on-time performance, ridership utilization, missed service, service reliability, and schedule adherence.
- Identify operational trends, recurring service issues, and areas requiring follow-up or escalation.
- Partner with Business Intelligence and reporting teams to improve and automate reporting processes.
Route & Schedule Planning Support- Review routes, schedules, blocks, trips, and service levels to evaluate alignment with ridership demand and client expectations.
- Support route timing analysis, schedule modifications, utilization reviews, and service efficiency initiatives.
- Evaluate route-level performance, operational feasibility, schedule variance, and service reliability trends.
- Identify opportunities to improve operational efficiency and better align service levels with ridership demand.
Variance Tracking & Operational Follow-Up- Monitor variance between planned service, scheduled service, operated service, and reported outcomes.
- Identify reporting gaps, operational leakage, exceptions, and recurring performance inconsistencies.
- Maintain action trackers and follow-up logs to support issue resolution and accountability.
- Escalate unresolved or recurring operational concerns to appropriate regional or local leadership teams.
- Support root-cause analysis discussions through data collection, reporting summaries, and operational trend analysis.
Service Quality & Trend Monitoring- Monitor recurring service concerns, rider feedback trends, incident categories, and operational performance patterns.
- Analyze trends by route, service model, location, time period, vehicle type, or operator group.
- Provide recurring operational summaries to support local action planning and service improvements.
- Assist with quality assurance initiatives and continuous improvement efforts through reporting and trend documentation.
Cross-Functional Partnership- Partner with Operations, Customer Success, Safety, Fleet, Dispatch, Scheduling, and local management teams to support operational performance initiatives.
- Provide regional leadership with visibility into service quality and operational performance across multiple locations.
- Support Quarterly Business Reviews (QBRs), client reporting, and internal operational reviews.
- Assist with standardizing reporting methodologies, operational analytics, and performance review processes across the region.
- Promote operational best practices by identifying successful initiatives and opportunities for improvement.
Scope of RoleThis role is responsible for:- Regional operational performance analysis
- KPI and ridership reporting
- Reporting production and recurring reporting cadence
- Route and schedule performance analytics
- Variance and leakage tracking
- Service issue trend analysis
- Action tracker management and follow-up coordination
QualificationsRequired Qualifications- Experience in transportation, transit operations, shuttle operations, logistics, operations planning, analytics, or a related field.
- Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends.
- Experience creating recurring reports, dashboards, scorecards, and operational summaries.
- Advanced proficiency in Microsoft Excel or Google Sheets.
- Experience with Tableau, Power BI, Samsara, TripShot, or similar reporting and operational systems preferred.
- Strong communication skills with the ability to present findings to both operational and non-technical audiences.
- Strong organizational skills with the ability to manage multiple priorities and recurring deadlines.
- Detail-oriented with strong follow-up and documentation skills.
- Ability to work collaboratively across multiple teams and locations in a regional support environment.
- Bachelor's degree in Analytics, Planning, Transportation, Business, Operations Management, or a related field preferred, or equivalent combination of education and relevant job experience.
Preferred Qualifications- Experience supporting fixed-route shuttle, commuter transportation, paratransit, microtransit, or campus mobility operations.
- Familiarity with operational KPIs including on-time performance, ridership, utilization, missed trips, cancellations, service hours, and schedule adherence.
- Experience supporting client reporting, QBRs, quality assurance programs, or continuous improvement initiatives.
- Understanding of route planning, schedule development, blocking, run structure, or transportation service planning concepts.
- Experience working in a regionalized or centralized operational support function.
Core Competencies- Analytical thinking
- Operational awareness
- Attention to detail
- Cross-functional collaboration
- Clear communication
- Accountability and follow-through
- Continuous improvement mindset
- Customer service orientation
- Data accuracy and reporting discipline
Success MeasuresSuccess in this role will be measured by:
- Timely and accurate delivery of recurring operational reports.
- Improved visibility into KPI, ridership, route, schedule, and service performance trends.
- Effective identification and tracking of operational variances and service gaps.
- Consistent follow-up and resolution tracking of assigned operational actions.
- Strong partnership and collaboration with local operations teams.
- Delivery of actionable insights that support safer, more reliable, and more efficient transportation operations.
