Operations Manager
4 weeks ago
At R&D Transportation Services, Inc., we are seeking an experienced Operations Manager to join our team in American Canyon, Napa County, CA. As a key member of our Quality Assurance Operations department, you will be responsible for managing the regional office, ensuring contractual compliance, and driving high-quality operations and customer service measures.
Key Responsibilities:- Administer regional office operations, service, control, and support human resource-related activities.
- Manage staff to ensure all employees are clear on work priorities and activities, and maintain high levels of customer service.
- Execute planning and operational activities to ensure branch goals and objectives are achieved.
- Conduct daily huddles and communicate company goals, business strategies, new initiatives, and expectations to all staff.
- Monitor performance to ensure regional office metrics are met and appropriate action plans are in place to enhance customer satisfaction.
- Oversee controls and compliance, to effectively manage risk and ensure positive internal audit ratings.
- Identify training needs, identify career progression opportunities, and partner with staff to create professional development plans, as well as perform supervisory duties, including performance evaluations, hiring, coaching, and advancing disciplinary action as appropriate.
- Lead the recruitment/selection of staff across business operations roles within the regional office and onboarding.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding R&D, its clients, and communities represented, by driving compliance with applicable laws, rules, and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with personnel to uphold service standards.
- Build partnerships with customers, resolve, and respond to escalated customer questions, complaints, and/or comments as they relate to the project area.
- Prepare comprehensive reports, correspondence, and presentations.
- Build and maintain strong business relationships with customers and vendors.
- Generate reports and carry out special projects as requested to support organizational goals.
- Bachelor's degree from an accredited college/university in business, planning, GIS technology, health and human services, or related fields.
- Minimum ten years' progressively responsible experience in Compliance Management and/or Quality Assurance; five or more in a senior manager role or equivalent combination of education and experience.
- Experience supporting branch sites or regional office locations; ability to guide and manage a team is required.
- Proven leadership ability, industry-specific knowledge gained through experience.
- Demonstrated management ability with team building and staff development and/or proven track record in project management leading team(s) to perform optimally in accordance with contractual/budgetary requirements.
- Strong conflict resolution skills and techniques.
- Theories, principles, practices of passenger transportation planning in ADA compliance.
- Applicable local, state, and federal laws, rules, and regulations; governing regional center transportation policy.
- Applicable California Vehicle Code, California Code of regulations, and Title 17.
- R&D transit operations, scheduling parameters, policies, and procedures.
- Passenger transit system safety culture, operations, and scheduling.
- Organization and processes of local, regional, and state government, including legislative regulations.
- Financial, analytical, statistical, and mathematical methods and procedures.
- Excellent problem-solving and critical thinking skills.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Ability to respond effectively to the most sensitive inquiries or complaints.
- Excellent numeracy skills that include advanced mathematics, algebra, geometry, statistics, and ability to interpret bar graphs.
- Understand, interpret, and apply laws, rules, and regulations, policies, procedures, contracts, budgets, and labor agreements.
- Analyze situations, identify problems, recommend solutions, and evaluate outcome.
- Ability to communicate effectively orally and in writing.
- Interact professionally with various levels of employees and outside representatives.
- Professionally represent R&D before our customers.
- Think and act independently.
- Conduct comprehensive studies and analyses.
- Establish and implement relevant policies and procedures.
- Experience working with Geographic Information Systems (GIS) routing and planning technologies is preferable.
- Computer proficiency in Windows 10/11 and Microsoft Office Applicants.
- Working knowledge of payroll processing, use of Paychex (or equivalent) platform preferred.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Position Requirements
Full-Time/Part-Time: Full-Time
Exempt/Non-Exempt: Exempt
Location: R&D Transportation Services, Inc. - American Canyon Office
About the Organization
Since 1991, R&D Transportation Services, Inc. (R&D) has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that consists of Scheduling, Billing and Contract Administration, Customer Service Center, and Quality Assurance for Field Operations. Although not a direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable, and efficient transportation services for people with developmental and physical disabilities.
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