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Rail Operations Service Quality Chief

3 months ago

Seattle, Washington, United States King County Full time

Learn how Metro connects you with what matters
**THIS SDA IS OPEN TO KING COUNTY METRO EMPLOYEES ONLY**

King County Metro Transit's Rail Operations Section has an exciting opportunity for a Special Duty Assignment Link Light Rail Operations Service Quality (SQ) Base (Transit Chief – Rail Operations).

This leadership role requires the ability to communicate effectively with a diverse employee workgroup, proactively solve problems that impact service delivery, provide quality customer service, and motivate employees through building respect and trust. SQ Chiefs promote teamwork and resolve conflicts that arise, promoting a cooperative environment, and effective communication.

SQ Chiefs are proactive in facilitating good working relationships, demonstrating cooperative interactions, and promoting teamwork with new members, facilitating inclusion, and demonstrating flexibility in accomplishing shared goals. Our SQ Chiefs demonstrate support for the goals of the organization in providing quality public service and collaboratively working with other sections and departments while recognizing the value of diversity of opinion, culture, and perspective.

Our most competitive candidates will demonstrate their ability to build collaborative and supportive relationships with direct reports and internal partners, as well as external agencies and community stakeholders. They will be comfortable with providing guidance and decision-making during times of uncertainty or emergent situations, and they will have the ability to actively create and maintain a positive working environment focused on safety, customer service, and exemplifying King County True North values.

WHO MAY APPLY:
This recruitment is only open to current King County Metro employees who have successfully completed probation.

If you would like to #MakeADifference, come join our team, and apply today #RailJobs #TradesJobs. Applying equityandsocialjustice principles is a daily responsibility and a foundational expectation for all King County employees. All employees are expected to model and apply our equity and social justice shared values, behaviors, and practices. As the SQ Chief, you will also:

  • Supervise and direct the work of Rail supervisors, exhibiting positive leadership and role modeling, encouraging and supporting staff development and training, and conducting performance evaluations.
  • Develop and implement programs to manage employee performance, including providing progressive discipline, taking disciplinary action, and making referrals to training.
  • Address specific employee performance deficiencies: counsel, direct, assist the employee in problem-solving the deficiencies, establish and communicate performance expectations.
  • Conduct grievance hearings and make decisions regarding resolution of grievances.
  • Investigate and resolve customer complaints; mitigate high-profile service delivery issues with elected officials, other agencies, and the public.
  • Apply consistent guidance and decision-making in consideration of applicable labor agreements, King County personnel guidelines, and established Metro Transit Division (MTD) and Rail policies and procedures.
  • Establish and maintain a collaborative and effective labor relations environment, ensuring that daily operations and personnel actions conform with the terms of negotiated labor agreements.
  • Investigate and respond to allegations of employee misconduct, and determine and administer appropriate discipline and/or corrective actions.
  • Lead workforce planning to ensure that adequate staff exists to meet scheduling requirements; ensure coverage for planned absences; ensure timely and accurate payroll/timesheet approval for direct reports.
  • Investigate, advise, or participate in activities to resolve investigations, grievances, customer complaints, and/or safety concerns.
  • Effectively collaborate and communicate with internal and external groups within King County Metro, union officers and stewards, community partners, and outside entities.
  • Use project management skills to lead or participate in projects as assigned.
  • Implement safety-related initiatives within the section, and make safety and security recommendations to upper management.
  • Work with others to anticipate, identify, and implement opportunities for service quality, workplace, and business process improvements.
  • Work may require remaining available for work 24 hours per day during rotational assignments as on-call Operations Chief and reporting for extended duty during adverse weather events and other emergencies.
To be considered eligible for this role, applicants must possess these MINIMUM QUALIFICATIONS:
  • Increasingly responsible public transit-related experience, including at least 2 years of management or supervisory experience, showcasing demonstrated decisiveness, good judgment, integrity, and a strong commitment to equity and fairness.
  • Proven ability to be a productive and collaborative team member who values diversity of opinions, perspectives, backgrounds, experiences, and cultures. Must possess strong interpersonal skills to be able to foster effective working relationships built on trust and respect with an increasingly diverse team and external partners.
  • Demonstrated knowledge, experience, and/or ability to effectively manage transit operational situations and emergencies.
  • A high level of attention to detail and efficiency in the completion of sensitive tasks (such as completing critical forms and investigations accurately).
  • Analytical skills that indicate an ability to determine staffing levels and the effectiveness of work systems, programs, and strategies.
  • The ability to coach and mentor Rail supervisors toward performance improvement, such as poor customer service, policy violation, safety violation, etc.
  • Time management skills that demonstrate the ability to manage competing priorities, multiple projects, and daily responsibilities in an effective and efficient manner.
  • Demonstrated ability to model customer service skills that represent Metro's commitment to customer service and to create an environment that supports customer service.
  • Demonstrated ability to research and utilize multiple sources of information in order to draw logical conclusions using basic data analysis methods to make defensible determinations, relating to conducting investigations, including customer complaints, employee misconduct, employee complaints, as well as external regulatory agency complaints.
  • Effective communication skills, both written and oral, that mirror Metro's expectations and values.
  • Basic working knowledge of programs and software that may include MS Office suite (including Outlook, Word, and Excel), PowerPoint.
The most competitive applicants will possess these DESIRABLE QUALIFICATIONS:
  • Relevant emergency management certifications and/or other relevant training and/or certification in applying emergency management principles (such as FEMA/ISO).
  • Working knowledge of basic human resources principles and practices as they relate to hiring and employee management.
  • Experience working within, managing, or supervising a unionized workforce and the grievance process (or equivalent working knowledge).
  • Knowledge of the regulatory and statutory requirements that govern Rail operations and delivery of mass transit services.
  • Working knowledge of King County Metro Transit Rail Operations.
  • Project management training and/or experience.
  • Basic working knowledge of programs and software including Power BI, HASTUS, and Fastfield.
Necessary special requirements:
  • Valid Washington State Driver License and the ability to operate a fleet motor vehicle, or alternate ability to travel to locations for which public transportation is not regularly available.
  • Work requires reporting for duty and directing Rail supervisors, including during adverse weather events and other emergencies.
  • Work requires being the on-call Operations Chief at various times throughout any calendar year.
TO APPLY:
Those interested must submit:
  • An online King County application, updated with accurate contact information, and relevant work history going back at least 10 years (or more, if necessary), with all job duties, dates of employment, and reasons for leaving explained clearly.
  • Completed supplemental questions.
  • A letter of interest (cover letter) that addresses all of the following:
    • Why are you interested and excited for this position?
    • How you have demonstrated your commitment to King County's True North Values.
    • The top skills, abilities, and knowledge that make you uniquely qualified for this leadership role.
**NOTE: Please limit your letter of interest to no more than two pages. Resumes and additional documents will not be reviewed.

If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions, please contact the recruiter listed on this job announcement.

SELECTION PROCESS:
Applications will be screened to determine whether candidates meet the qualifications, as well as for clarity, completeness, and responsiveness to the application instructions above. Highly competitive applicants may be asked to interview. Formal offers will be finalized after candidates have successfully completed any necessary pre-employment processes.

WORK LOCATIONS:
This position is based out of Link Light Rail Operations & Maintenance Facility (Central/Seattle or East/Bellevue). SQ Chiefs often respond to emergencies and incidents throughout King County.

OMF - Central: 3407 Airport Way S, Seattle, WA 98134
OMF - East: th Ave NE, Bellevue, WA 98005

WORK SCHEDULE:
This position is exempt from the provisions of the Fair Labor Standards Act and is not overtime eligible. Typical work hours are between 6:00 a.m. and 6:00 p.m., Monday through Friday. Employees may be required to work extended hours, weekends, holidays and will be required to serve occasional 24/7 "on-call" in rotation with other Base and SQ Chiefs. SQ Chiefs must have the ability to report to work in the event of adverse weather or other emergent/crisis situations and remain on hand during the event unless otherwise directed or relieved. There are no flex days or remote telework options for these positions, and work schedules will be determined by management.

UNION STATUS:
This position is represented by PROTEC17: Professional and Technical Employees, Local 17 -- Transit Chiefs, C3.

CLASSIFICATION/PAY GRADE:
Transit Chief – Rail Operations), Grade 69

For more information regarding this recruitment, please contact:
Neha Bansal, Talent Adviser,

Forbes recently named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference?Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our True North, we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.#J-18808-Ljbffr