Job Description

Pay Range:

$86,922.00 - $143,421.00

Supervisory Organization:

VP Bus Operations

Country:

United States of America

Address:

101 N Peak St

City:

DALLAS, TX 75226

FLSA:

Exempt

Professionals:

01 - Official Administrator (EEO-4-United States of America)

General Summary:

The Senior Manager of Operations Support provides strategic, operational, and people-centered leadership for all Bus Field Services functions, including supervision of the Manager of Bus Field Operations and all Transportation Field Supervisors assigned to field service delivery. This role ensures safe, customer-focused, reliable transit service through real-time field management, proactive problem solving, and consistent coaching and development of frontline leaders.
The Senior Manager ensures that Bus on-street operations meet agency performance standards and that field teams are aligned with organizational values related to customer experience, safety, reliability, and employee engagement.

Essential Duties and Responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIEs

• Provides Leadership oversight of all bus field operations to ensure safe, dependable, and customer-focused service delivery.

• Establishes operational standards, service expectations, and performance accountability measures for the Manager of Bus Field Operations and Transportation Supervisors.

• Ensures all fixed-route services are monitored, supported, and adjusted in real time to achieve agency targets for on-time performance, preventable accidents, route efficiency, and customer satisfaction.

• Leads operational planning, service disruption response, and coordination of detours, special events, and extraordinary service conditions.

• Directly supervises the Assistant Managers of Bus Field Operations and provides oversight of Transportation Supervisors in all field locations.

• Ensures proper staffing through scheduling, mark-ups, daily assignments, and field coverage planning.

• Builds and maintains a high-performance culture by coaching leaders, conducting performance reviews, and ensuring ongoing professional development.

• Ensures disciplinary actions, evaluations, documentation, and employee guidance are completed in accordance with agency policy and collective bargaining agreements.

• Manages real-time monitoring of bus operations, field conditions, and operator performance.

• Provides leadership for accident/incident investigations including evidence collection, scene management, root-cause identification, and coordination with emergency services.

• Ensures field teams collaborate with Dispatch, Maintenance, Planning, Facilities, Customer Service, and Transit Police.

• Manages field presence in transit centers, major corridors, and rider-high-impact locations to support customer information, safety, and reliability.

• Engages with customers, business partners, and community stakeholders to address service concerns and improve public confidence in Dart Bus Operations.

• Ensures all field operations comply with safety standards, Federal Transit Administration (FTA) regulations, agency policies, and drug/alcohol program requirements.

• Monitors and advances safety programs, operator coaching protocols, rule compliance, and hazard reporting.

• Directs the creation and review of daily/weekly/monthly operational reports including OTP, accidents, incidents, field observations, customer complaints, and operator performance trends.

• Develops and manages the division budget and ensures cost control through efficient staffing, field resource utilization, and operational decisions.

• Extensive knowledge of bus operations, street geography, service planning, and field supervision practices.

• Strong leadership capability with demonstrated experience managing frontline supervisors in unionized transit environments.

• Ability to make rapid, sound decisions in high-pressure field conditions.

• High level of proficiency in operational software platforms including AVL systems, Trapeze/Transit Master, dispatch tools, reporting systems, and Microsoft Office.

• Strong communication skills across all levels of the organization verbal, written, and interpersonal.

• Demonstrated ability to develop teams, coach leaders, resolve conflicts, and build collaborative partnerships.

• Ability to respond to emergency situations, coordinate with first responders, and represent the agency professionally.

• Performs other duties as assigned

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

Note: An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

• Bachelor’s Degree in from an accredited college or university in Transportation Management, Business Administration, Public Administration, Urban Planning, or related field.

• Four (4) years of experience in transit field operations to include four (4) years of supervisory experience in transit or transportation operations.

• Experience working in a unionized environment.

• Valid Texas Commercial Driver’s License (CDL) class-B to include Passenger/Air Brake Endorsement (or ability to obtain within 6 months).

• Ability to communicate effectively, both orally and in writing.

• Possess effective customer service skills.

• Ability to evaluate the work of Field Service Supervisor.

• Experienced in evaluating problems, formulating corrective responses and implementing a plan of action to achieve desired results.

• Ability to work in emergency situations.

• Advanced knowledge of FTA safety regulations, incident investigations, and operations control systems.

• Must maintain DOT physical certification and comply with random drug and alcohol testing.

• Requires availability for after-hours emergency response, special events, or service disruptions.

WORKING CONDITIONS

Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided. Frequent field work, including exposure to weather, traffic conditions, noise, and emergency environments.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M/F/D/V

Open until qualified applicants are identified.