Transportation Operations Manager

4 weeks ago


Grand Rapids, Michigan, United States Hope Network Full time

Job Summary

We are seeking a highly skilled Transportation Operations Manager to join our team at Hope Network. As a key member of our operations team, you will be responsible for the direct supervision, selection, and assignments of Customer Care staff. You will also take the lead in the day-to-day operations of the Transportation Customer Care Center, including telephone communications, program implementation, passenger eligibility, scheduling, vehicle assignments, and dispatching of both staff and route assignments.

Key Responsibilities

  • Responsible for performing evaluations for the Customer Care Coordinators as scheduled.
  • Complete any training needed to improve the quality of the department and/or the agency.
  • Assist in the processing of new service requests, determining consumer eligibility, confirming funding source, establishing a billing rate, and our ability to accommodate according to prescribed guidelines.
  • Assist and facilitate the scheduling of transportation services for multiple users in the most efficient and cost-effective manner possible while insuring as adequate level of service, quality, and flexibility.
  • Will oversee complaints from passengers, caregivers, drivers, agencies, community, etc., and will provide resolution and document occurrences as required.
  • Assist the Director in assuring that Transportation Services meet all standards of service excellence and assist with FTA and MDOT compliance.
  • Work with the management team to review, develop, and implement departmental policy and procedures, with an emphasis on increasing quality and efficiency.
  • Represent HNWM consumers, families, guardians, community agencies/businesses, and outside agency personnel demonstrating the highest level of professional accountability.

Requirements
  • 4-year degree (BA/BS) from an accredited university/college or five (5) years transportation operations experience required.
  • Minimum of two (2) years supervisory experience required.
  • Valid driver's license with acceptable driving record as it relates to Hope Network policy.
  • Computer literate and competency with Microsoft Office Suite, and other computer applications/software.
  • Interpersonal skills sufficient to communicate with transportation customers, stakeholders, guardians, staff, and public entities.

About Hope Network
We are a diverse organization that empowers individuals to meet the distinct needs of over 34,000 individuals we serve each year.

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