Transit Service Manager-Station Dispatch

The Transit Service Manager, Bus Dispatch provides overall direction and coordination of Metro's on-street operations by supervising MetroBus Operators, TSMs, farebox repair personnel, maintenance staff, and other support teams. This position serves as a central point of contact for receiving, resolving, or escalating operational issues, ensuring timely and effective responses. This position also manages and coordinates on-street resources on a 24/7 basis to deliver safe, efficient, and reliable transit service while maintaining the highest level of customer satisfaction.

Job Responsibilities

• Ensures compliance with all MetroBus Operations Division policies, procedures, memoranda, and agency regulations.
• Monitors and responds to all radio, telephone, and TransitMaster (AVL) communications.
• Communicates effectively with Bus Operators, Transit Service Managers (TSMs), and agency staff via two-way radio, telephone, AVL systems, and computer applications.
• Provides supervision and operational guidance during accidents, breakdowns, detours, and service disruptions to minimize delays and maintain service continuity.
• Coordinates and deploys personnel and equipment efficiently to support safe and reliable transit operations.
• Notifies and coordinates with police, fire, medical, and other emergency services during incidents or public disturbances.
• Provides instructions, oversight, and support to Bus Operators and TSMs during emergency situations.
• Coordinates resources and reroutes services in support of law enforcement and emergency response agencies.
• Manages bus bridge and station shuttle services during MetroLink service interruptions.
• Provides immediate assistance for passenger-related emergencies, including lost passengers, minors, elderly individuals, distressed or ill riders, and lost property.
• Communicates with the public to provide service information; prepares and distributes rider alerts, bulletins, and reroute notices.
• Responds to internal staff and external entities with timely updates, status reports, and operational information.
• Prepares, maintains, and distributes reports related to daily bus operations and service incidents.
• Collects, analyzes, and distributes operational and statistical data, including vehicle trouble logs, on a 24/7 basis.
• Provides operators with time checks, weather updates, service scripts, Americans with Disabilities Act (ADA) reminders, temperature and Heating, Ventilation, and Air Conditioning (HVAC) alerts, and wheelchair passenger information.
• Identifies service issues and recommends improvements related to routes, schedules, and operations to appropriate Metro departments.
• Anticipates and plans for unexpected events, service disruptions, and emergency conditions; adapts operations to changing circumstances.
• Supports organizational goals through effective communication, collaboration, and coordination with internal and external stakeholders.