E1 / Salary commensurate with experience and education
Operations Shared Services
Customer Care/Service Delivery
GENERAL SUMMARY: Under the direction of the Executive Vice President/Chief Operations Officer, the person in this position will supervise several units within the COOs office that will include: budgeting, 5 Star Service Program, technology and other administrative responsibilities. This administrator will work to ensure the implementation of current and new initiatives, drive the 5 Star Service Program forward, establish a communication plan, oversee budget targets, review annual business plans, conduct special studies and investigations, monitor agency and department goals. In addition, spear head the departments service delivery performance and coordinate core business corporate alignment for improvements. Assists in the development of solutions to complex problems, prepares Board Agenda reports, responds to correspondence, writes reports, coordinates operating and capital budget reviews.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provides technical analysis and advice on operational and service delivery issues to the EVP/COO and operating department Vice Presidents.
Addresses major complex issues to resolution through both professional experiences and consensus building techniques through interaction with Executive Management Team (EMT), Senior Management Team (SMT), and operating department staff members.
Knowledge and familiarity with leadership strategies, skills, competencies and lessons to improve operational planning, training and performance.
Coordinates special projects and coordinates the implementation of programs, policies, systems and procedures in accordance with DART financial, system, and operating plans.
Prepares or coordinates preparation of policies and procedures for the approval of EVP/COO.
Coordinates the annual preparation of operating and capital budgets under the direction of the EVP/COO. In addition, will monitor operation budgets for adherence.
Prepares and reviews correspondence in response to customer complaints, Board requests in a timely manner and develops EVP/COO presentations.
Interfaces with various divisions and departments to ensure Board Agenda reports are timely, accurate and understandable.
Creates and presents department reports to Executive team.
Expertise to coordinate state of art technological tools and devices to advance information, data and security systems within the Operations Department.
Provide a communication venue to keep Operations employees abreast of information and news.
Performs other duties as assigned.
MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.
Bachelors degree from an accredited college or university in Business Administration, Public Administration, Urban Affairs or related field.
Twelve (12) years of bus and rail service operations management or related experience to include a minimum of six (6) years experience directing and managing a professional staff involved with transit service operations, planning, or administration.
Personal computer (PC) and software applications to include word processing, spreadsheet, and data base.
Demonstrates fiduciary obligation and probity to division, department, and DART when handling materials and information of a confidential and sensitive nature.
Excellent oral and written communication skills to effectively deliver and present with supervisory and non-supervisory employees, government entities, consultants, vendors, contractors, and a culturally diverse community in one-on-one, small groups and large groups.
Strong team building skills with the ability to motivate others to achieve the strategic vision and goals developed by the division, department and agency.
A strong applicable business acumen, providing analytical and creative skills to find solutions to highly complex interpersonal, professional, technical, and administrative problems resulting in timely and accurate decisions both as an individual and at a team level.
Provides current, direct, complete, and actionable positive and corrective direction to others.
Ability to be dedicated to meeting the expectations and requirements of internal and external customers/stakeholders. Solicits first-hand customer/stakeholder information and uses it for improvements in facilities, equipment and services. Acts with customers/stakeholders in mind. Establishes and maintains effective relationships with customers/stakeholders, gaining their trust and respect.
Ability to engage and facilitate resolution of conflicts, recognizing them as opportunities. Accurately assesses situations quickly and employs sound effective listening skills. Can collaboratively resolve complex agreements and settle disputes equitably. Seeks common ground in disputes and facilitates resolution with minimum consequences.
Ability to blend people into teams when needed. Creates strong morale and esprit de corp among his/her team. Shares wins and successes. Fosters open dialogue. Allows people to finish and be responsible for their work. Defines success in terms of the whole team. Creates a feeling of belonging within the team.
Ability to accurately define schedule and difficulty of tasks and projects for themselves and the team. Sets clear objectives and goals. Breaks down work into the process steps. Anticipates and adjusts for problems and obstacles. Measures performance against goals and evaluates results.
Ability to use rigorous logic and methods to solve difficult problems with effective solutions. Can see hidden problems. Is excellent at sound analysis. Looks beyond the obvious and does not stop at simple solutions.
REPORTING RELATIONSHIP: Reports to EVP/Chief Operating Officer *
WORKING CONDITIONS: Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.
Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.
DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V
Additional Salary Information: Salary is commensurate with education and experience.
Internal Number: 1106
About Dallas Area Rapid Transit
DART is far more than just "the thing you ride." It is your trusted guide to discovering all that North Texas has to offer. DART public transit services are tailored to make your trip fast, comfortable and economical. Our extensive network of DART Light Rail, Trinity Railway Express commuter rail, bus routes and paratransit services moves more than 220,000 passengers per day across our 700-square-mile service area across the DFW metroplex.