Operations Manager

6 days ago

Miami, United States Brightline Full time
Operations Manager Job Summary

The Operations Center is the heartbeat of Brightline's operations, serving as a critical link between various departments and teams. As an Operations Manager, you will play a pivotal role in ensuring seamless communication, efficient service delivery, and exceptional customer experience.

Key Responsibilities:
  • Manage a team of Operations Center Controllers, Guest Connections Supervisors, and Guest Connections Specialists to support the company's operations.
  • Develop and enhance standard operating procedures to inform the activities of the Operations Center teammates.
  • Ensure that Operations Center Controllers execute their duties according to standard operating procedures, prioritizing guest and teammate safety while efficiently restoring service.
  • Train and empower Guest Connections Specialists to take ownership of guest grievances with a solutions-focused approach.
  • Oversee Guest Connections Specialists' software and service standards training.
  • Handle ticket and reservation inquiries, demonstrating working knowledge of the booking and travel policy, fare structure, seating layout, and special service requests.
  • Track common questions, comments, and grievances, and develop and monitor key performance indicators to reduce their occurrences.
  • Report any escalated issues in a timely manner to appropriate managers.
  • Assist response center agents answering telephone calls according to ADA compliance guidelines.
  • Manage incident cases within our guest relation management database, ensuring swift follow-up from teammates and departments.
  • Process ticket sales, credits, refunds, upgrades, and other functions in our back-end reservations system.
  • Participate actively in the security and safety of the station, keeping an eye out for any suspicious situations that come across chats or emails and immediately reporting them to the Chief of Safety & Security.
  • Assist with incident management by performing functions to support company operations, including delaying or rescheduling trains, generating proactive and timely communications for internal stakeholders, transferring displaced guests from one train to another, processing delay/cancellation credits, and assisting with recovery during and post-incident.
  • Produce recurring reports to track and communicate performance against key operational metrics.
Requirements:
  • At least three (3) years' operations management experience in the rail industry or five years' operations management experience in another high-traffic transportation, emergency management, or hospitality field.
  • Control center experience in rail or aviation is not required but is a plus.
  • Willingness to be available 24 hours a day, 7 days a week as needed to support the operation.
  • Ability to remain steady under pressure and help others maintain focus and purpose during stressful circumstances.
  • Experience developing and teaching standard operating procedures.
  • Proficiency in computer skills, including Microsoft Suite, and experience in advanced scheduling, reservations, fleet management, and mass-communications software.
  • Organized and able to handle multiple concurrent tasks, prioritizing what is most important first.
  • Ability to coach and counsel teammates on grammar when writing emails or chatting with guests over the computer, process adherence, and brand tone.
  • Ability to work shifts, including weekends and holidays.
  • Basic data collection and data analysis skills required.
  • Ability to speak, read, and write English at a High School level and type at least 65 words per minute.
  • The ability to speak multiple languages is not required but is a plus.

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