Transportation Operations Manager

2 days ago

Grand Rapids, Michigan, United States Hope Network Full time
Job Title: Transportation Operations Manager

We are seeking a highly skilled and experienced Transportation Operations Manager to join our team at Hope Network. As a key member of our operations team, you will be responsible for overseeing the day-to-day operations of our Transportation Customer Care Center, ensuring that our customers receive exceptional service and support.

Key Responsibilities:
  • Supervise and manage a team of Customer Care staff, providing guidance and support to ensure excellent customer service.
  • Lead the day-to-day operations of the Transportation Customer Care Center, including telephone communications, program implementation, and scheduling.
  • Perform evaluations for Customer Care Coordinators and provide feedback to improve performance.
  • Complete training and professional development to improve the quality of the department and agency.
  • Process new service requests, determine consumer eligibility, and confirm funding sources.
  • Assist in scheduling transportation services for multiple users, ensuring efficient and cost-effective solutions.
  • Oversee complaints from passengers, caregivers, drivers, and community members, providing resolution and documenting occurrences.
  • Assist the Director in ensuring that Transportation Services meet all standards of service excellence and comply with FTA and MDOT regulations.
  • Work with the management team to review, develop, and implement departmental policy and procedures.
Requirements:
  • 4-year degree (BA/BS) from an accredited university/college or five (5) years transportation operations experience.
  • Minimum of two (2) years supervisory experience.
  • Valid driver's license with an acceptable driving record.
  • Computer literacy and competency with Microsoft Office Suite and other computer applications.
  • Excellent interpersonal skills to communicate with transportation customers, stakeholders, guardians, staff, and public entities.

Hope Network is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive compensation package, medical, vision, and dental care, 403(b) retirement plan, educational reimbursement, career-pathing, paid training, employee referral bonus, and generous paid time off.

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