Operations Manager – Traveler Information Center – Iteris – San Francisco, CA

POSITION SUMMARY

Responsible for the overall operations and functionality of the MTC 511 Operations Center, and for ensuring that operational goals and strategies are followed including problem resolution and the day-to-day management of the 511 operations staff and resources.

PRIMARY RESPONSIBILITIES

• Organizational management and direct supervision of the MTC 511 Operations Center contract staff, facilitating a cohesive and balanced operation.
• Ensure that all mission critical logistics, manning, and equipment is provided and maintained.
• Review applicant resumes, conduct interviews, and recommend for hire/advancement.
• Develop and manage an effective operations shift schedule, including emergency operations scenarios.
• Staff coaching and counseling, with an emphasis on growth and development.
• Perform personnel performance reviews.
• Develop, maintain, and implement training and certification for operations staff to ensure operational proficiency.
• Audit staff and operations performance; incorporate findings in improvement initiatives.
• Liaise with corporate resources (e.g., for recruitment, training, payroll processing, personnel performance reviews, and conflict resolution)
• Provide invoice support/validation through maintaining effective staffing and expense logs.
• Coordination with the MTC Express Lanes (EL) Operations Center Manager to ensure interoperability.
• Guide essential operation decisions, develop special event response plans, participate in post-incident analysis exercises, and ensure that staff resources are being tasked optimally.
• Participate in meetings, seminars, conferences, and committees as appropriate and assigned by the client.
• Write and maintain technical documents, including but not limited to Standard Operations Procedures and training material.
• Serve as a subject matter expert for the client and corporation on 511 Operations Center services
• Maintain awareness of the operation’s equipment status, ensuring coordination of equipment / system failures with maintenance and information technology staff to ensure maximum system availability.
• Provide back up to the EL Operations Manager (e.g., during vacancies such as vacation)
• Prepare reports as requested on operational performance.
• Share (or assume) responsibilities with (for) the client for public relations activities such as: public outreach efforts, facility tours, presentations, and Traffic Incident Management (TIM) team meetings.

SKILLS & ABILITIES

Education: High School Degree of GED required

Bachelor’s degree or higher in relevant disciplines such as management, communications, transportation

Experience: Minimum three (3) years of experience in a leadership role in a transportation, public safety, or commercial operations

511 Traffic Information Center or Traffic Management Center operations experience.

Other Requirements:

• Skilled in the use of Advanced Traffic Management Systems (ATMS) applications
• Geographic familiarity with regional transportation network
• Training development and administration
• General knowledge of Intelligent Transportation Systems (ITS) and traffic management standards
• Proficient use of standard software applications such as Microsoft Office (Word, Excel, Power Point, Access, Outlook)
• Effective staff leadership and management
• Report writing, technical writing, team presentations, spreadsheet use, and interoffice communication.
• Alternate work schedules, be on-call 24 hours/day, and function as essential personnel.
• Calm and effective demeanor under pressure and in a variety of work conditions
• Effective coordination / prioritization of real time activities for self and support staff