Director of Operations

The Director of the Operations Command Center (OCC) directs and manages the performance of the Operations Command Center (OCC) to ensure high quality service delivery for the fixed-route bus system and MAX light rail system. The Director ensures regulatory compliance and adherence to safety and operating rules.

This position manages service disruptions to ensure high quality service delivery to our customers. The Director of the Operations Command Center is responsible for employee and labor relations, and monitoring of resource allocation and productivity of the operator workforce.

Ensure a commitment to safety through consistent and professional behaviors in performance of job requirements that demonstrate safety is a fundamental value that guides all aspects of our work. Perform related duties as required.

This position is onsite in Portland, OR.

Director, Operations Command Center (OCC) Responsibilities

1. Responsible for the management of Operations Command Center (OCC) operational programs and projects, and departmental staff. Responsibilities include setting of goals and performance objectives, and monitoring and adjusting as needed to achieve required results. Coordinates activities within OCC to assure peak safety performance, operations efficiency, and productivity. Develops and delivers programs and projects from inception to close-out, on time and within scope and budget. Manages and maintains cost-effective delivery of all OCC services.

2. Models and holds staff accountable through open communication, employee participation, performance management, and professional development. Provides direct supervision and effective leadership of manager, assistant managers, controllers, and dispatchers including oversight of hiring and training. Provides individual coaching, mentoring, and counseling. Manages employee relations issues, including grievance handling, training and development, corrective actions, performance improvement plans, disciplinary actions, and terminations. Ensures appropriate delegation of related issues.

Develops a work environment that is inclusive, respectful, and in full partnership with members and officers of the ATU. Ensures consistent application of policies, procedures, and labor agreement throughout the workforce.

3. Ensures effective leadership and management of all OCC staff in support of agency goals, regarding safety, on time performance and customer service. Ensuress coordination and cooperation between OCC and other departments/divisions to support effective customer service.

Maintains Bus Dispatcher and Rail Controller competency. Responsible for the performance of the OCC to ensure proactive delivery of safe, secure, reliable, and cost-effective bus and MAX light rail service.

4. Develops recommendations and presentations to Executive Management on matters pertaining to OCC, such as safety initiatives, operational changes, rule and process updates, incident investigation and response, long term strategies, and engineering project operations impacts.

5. Leads the development of programs for OCC technical systems, including bus dispatch, rail control, CCTV, and mobile computing systems. Assists in managing logistics, implementation sequence and schedules, testing, training, and operations for replacement or modification projects for OCC technical systems.

6. Collaborates in the development, implementation, and administration of emergency service plans (accidents, emergencies, service disruptions, inclement weather, natural disasters, and special events) and emergency service related communication for internal and external stakeholders. Assumes role as Incident Commander to advanced events, emergencies, or natural disaster. Participates in the investigation of advanced rail incidents or accidents.

7. Collaborates, develops, recommends, communicates, and evaluates new or revised policies, programs and procedures that impact operations and support of agency goals, including OCC policies, Standard Operating Procedures (SOP), communication protocols, and business processes. Keeps current with industry best practices including consistent SOP application and usage, development of Key Performance Indicators (KPI) and reporting on same.

8. Responsible for providing oversight and maintenance of programs for OCC technical systems including bus dispatch, rail control, CCTV, radio systems, and telephone systems. Develops and implements strategies to maximize effectiveness of such systems.

9. Represents agency with public and elected officials, business leaders, and community groups in coordination with the Public Affairs Division. Makes presentations and provides media comment if requested and testimony as required in arbitration and/or civil courts, representing the agency and general public in all matters. Advances and protects the interests of the District and the general public in all matters.

10. Controls, monitors, and approves budgets and operational forecasts for department, including capital expenditures, labor resources, and materials and supplies (M&S); accountable for monitoring own department. Identifies opportunities for containing costs, and may be responsible for increasing revenue. Accountability for budget includes direct reports’ monitoring.

Director, Operations Command Center (OCC) Qualifications

A Bachelor's Degree is required.

A Bachelor's Degree in Public Administration, Transportation/Logistics, Transportation/Urban Planning, or a related field is preferred.

A minimum of eight (8) years total credited experience.

Five (5) years of experience in radio dispatch and control center operations are required.

Three (3) years of management experience in a manager-level role in control center and/or transportation Operations are required.

Possession of a valid Class C drivers' license is required.