Manager Operations Support

About this role

General Summary:

The Manager of Operations Support provides enterprise-level leadership, performance management, and workforce development oversight supporting both Bus and Rail Operations.

This position serves as a cross-modal integrator, aligning operational performance systems, apprenticeship and mentorship lifecycle management, and Transit Center Operations under a single strategic owner. The role provides direct management of Transit Center Assistant Manager and indirect oversight of Station Concierge staff, ensuring consistent customer experience, service reliability, and operational accountability across bus and rail environments.

Reporting to the Vice President of Transit Service and Support, this role bridges training strategy, operational readiness, and frontline service delivery.

Essential Duties and Responsibilities:

• Provides direct management and performance oversight of Transit Center Supervisor(s) responsible for daily operations at Transit Centers, Transfer Centers, and selected rail stations.
• Establishes performance expectations and accountability standards for Transit Center Supervisors aligned with bus and rail service reliability, safety, and customer experience goals.
• Manages the effectiveness of the Station Concierge program across transit centers ensuring: High-quality customer service, Facility appearance and cleanliness standards, Schedule adherence monitoring, Accurate reporting of incidents, service issues, and customer interactions.
• Serves as an escalation point for significant Transit Center operational issues affecting service delivery, customer safety, or public confidence.
• Coordinates with Police, Facilities, Maintenance, Operations Control Centers (Bus and Rail), and Customer Service to resolve issues impacting Transit Centers.
• Supports special operations including service disruptions, bus bridges, rail service interruptions, and major events.
• Ensure customer-facing service standards are consistentl...