Director of Performance and Process Improvement

GENERAL DESCRIPTION OF WORK:

The Director of Performance & Process Improvement is responsible for driving institutional change to streamline processes, increase efficiency, reduce waste, and improve business practices, consistent with VIA’s mission, vision, values, and strategic priorities. The Director will lead cross-functional projects to identify, analyze, and solve critical problems, redesign inefficient processes or practices, and establish or amend internal policies. Furthermore, the Director will analyze and review data from implemented solutions to determine effectiveness, outstanding pain points, and continuous improvement. The Director will also create enterprise-wide mechanisms to track and manage progress toward achieving VIA’s strategic goals, including key performance indicators and a management dashboard to promote streamlining of functions, efficiency of workflows and connectivity to external systems.

ESSENTIAL FUNCTIONS:

Develop and lead a portfolio of cross-departmental productivity and efficiency initiatives that allow VIA to achieve its mission of delivering safe and reliable service while reducing costs.

Review key business practices to identify policies, procedures, and processes that can be improved, simplified, and optimized and lead multi-disciplinary teams to design and implement improvements decision making.

Oversee or conduct data analysis to identify the root causes of business problems, test alternative approaches, recommend solutions, and track implementation.

Improve organizational decision making with analytical frameworks, tools, or processes that ensure decisions are evidence-based, inclusive, and collaborative.

Drive process improvements by working alongside VIA leadership to develop quantifiable goals and key performance indicators (KPIs) aligned with strategic priorities and building a management dashboard to visualize progress against goals and targets.

Create and oversee transparent process to review performance results, highlight trends and gaps, and identify strategies for mitigation or remediation.

Partner with group/division heads within the Administrative, Business Support Services, Operations, Planning & Development and Public Engagement groups to drive safety, quality and efficiency initiatives across the organization.

Support the development of group/division goals and identification of critical areas for improvement throughout the agency.

Develop robust working relationships with diverse set of internal VIA and external stakeholders.

As resources allow, manage consultant contracts to support productivity, process improvement, and performance management initiatives.

Support the CAO’s leadership of the administrative and financial functions of VIA by executing tasks and projects as needed.

Participate in team meetings, staff meetings, organization events and other duties as necessary.

Respond to customer, vendor, and coworker inquiries in a courteous and professional manner.

This job description excludes marginal functions that are incidental to performing the job. Other duties may exist.

EDUCATION AND EXPERIENCE:

Master’s degree in government, business administration, finance, statistics, or a related field and ten (10) years of related, progressively responsible experience in quantitative analysis, financial management, operations, project management, process improvement, or related fields with five (5) years of relevant supervisory experience. Experience may be substituted in lieu of education on a year for year basis up to six years.

Public agency experience preferred.

Transportation experience preferred.

Project Management Professional (PMP) certification preferred.

ADDITIONAL REQUIREMENTS:

Demonstrated ability to independently explore, comprehend, and define complex problems and develop creative, data-driven, and workable solutions that deliver results to improve organizational effectiveness and efficiency in a challenging operational environment.

Experience managing analysts, including providing direction and feedback on how to identify data sources, structure quantitative analysis, and execute projects.

Highly organized with a demonstrated ability to manage time, resources, and people across multiple complex and concurrent project.

Excellent communication, analytical, and presentation skills with ability to obtain buy-in with key stakeholders at all levels of the organization and influence their decision-making.

Knowledge of the principles, practices, and techniques of project management and the ability to coordinate, review, and manage multiple independent projects.

Ability to conduct process mapping, program analysis, identify key performance indicators, and build management dashboards.

Demonstrated data-driven decision-making skills and a willingness to make test-and-learn hypotheses.

Ability to learn quickly, take direction, and work independently and to use creative, collaborative, and consultative approaches to resolve issues.

Demonstrated experience and results in collaborating with an executive team to drive organizational change.

Ability to communicate clearly and effectively, both verbally and in writing.

Experience packaging complex projects for executive-level or similar presentations.

Ability to summarize reporting, findings, and data into an executive level report or presentation; and articulate recommendations to executive leadership and/or VIA’s board of trustees.

Have excellent customer service skills, and the ability to provide internal and external customers with a courteous and professional experience.

Advanced expertise in MS Word, Excel, and PowerPoint.

Knowledge of principles, practices, and methods as established by the Federal Transit Administration.

Demonstrated ability to think strategically and work in a team environment.

Adhere to rules, regulations, union working conditions and policies of VIA including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.

Demonstrated ability to work effectively with a diverse workforce.

Must be able to appropriately handle confidential and sensitive information.

Must be able to work effectively in stressful situations, work well in a fast-paced environment, and meet deadlines. Must maintain accuracy and relevancy in short- turnaround timeframes.

Must be able to maintain good work attendance.

SAFETY ACCOUNTABILITY STATEMENT:

Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers.

Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security.

Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department.

Employees are responsible, and required, to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used.

Must comply with and support VIA’s EEO policies and the Diversity Program.

PHYSICAL REQUIREMENTS:

Physical ability required to be mobile, bend, stoop, stand, reach and occasionally lift objects weighing 5-35 pounds such as files and large reference books.

WORK ENVIRONMENTS:

Work involves deadlines and multiple priorities.

Works within normal office environment.

Work may require travel within VIA service area.

VIA Metropolitan Transit is an Equal Opportunity/Affirmative Action Employer.

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