Dispatch Manager

This position is based in New Carrollton, MD, supporting the WMATA Operations Call Center (OCC) contract.

About the role

The Dispatch Manager oversees the dispatching operations of the MetroAccess Operations Control Center (OCC). This role is crucial in ensuring effective day-of-service management, focusing on monitoring scheduled runs, handling same-day changes, and maintaining communication with internal and external stakeholders. The Dispatch Manager reports to the OCC Director, leads a dedicated team of dispatchers, and ensures that productivity and on-time performance meet or exceed WMATA standards and ADA regulations.

Responsibilities

• Monitor real-time operations, promptly identifying and resolving issues to minimize passenger inconvenience and maintain service quality.
• Coordinate and communicate regularly with WMATA regarding operational matters.
• Maintain and enforce standards for employee performance and productivity.
• Lead, recruit, train, and manage the performance of dispatch staff, fostering a positive and results-oriented work environment.
• Identify and investigate all performance issues and implement corrective actions as necessary.
• Collaborate effectively with other OCC managers, service providers, and WMATA staff to ensure seamless service delivery.
• Analyze performance metrics to identify opportunities for improvement within the dispatch department.
• Review customer complaint data and collaborate with the Quality Assurance Manager to adjust staffing and processes.
• Forecast staffing and capacity needs on a daily, weekly, and monthly basis to ensure adequate resources.
• Maintain clear communication with internal and external stakeholders, including OCC managers, PAS Contractors, and WMATA staff to include metric reporting and message response.
• Oversee prompt and appropriate administration of incident reporting and escalation, Dispatcher Observation Reports, and other dispatch-related communication needs.
• Provide timely and accurate updates to passengers and WMATA staff regarding service-related matters.

Requirements

• Bachelor's degree from an accredited college or university preferred, or an additional 5 years of progressive leadership experience in an OCC environment.
• Experience in Business Administration, Logistics, Transportation or related field or equivalent business experience preferred.
• Proven track record of success in building and leading high-performing teams, fostering a positive and results-oriented work environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced, 24/7 environment.
• Strong customer service orientation and commitment to exceeding passenger expectations.
• Proficient in Microsoft Office Suite and relevant software applications.
• Ability to build and maintain strong working relationships with clients.
• Working knowledge and proficiency with Microsoft Office Suite.
• Understanding of technology, apps, Wi-Fi, and transportation technology.
• Strong written and oral communication skills; excellent presentation skills; ability to influence people at all levels of the organization.
• Ability to organize and perform work efficiently, strong attention to detail.
• Ability to navigate Labor Relations issues and work effectively with union partners, including labor grievances and negotiations.
• Subject to a DOT drug testing and physical if applicable. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule I drugs, including cannabis, for any reason.

Physical Requirements

The essential functions of this position require the ability to:

• Work is accomplished indoors in air conditioned or well-ventilated facilities.
• Sit, type, and look at a computer for extended periods (up to 6–9 hours per day).
• Communicate effectively in person, by phone, and in written correspondence.
• Work in an office or cubicle space equipped with a telephone and computer.
• Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• 401(k) retirement plan
• Medical, dental, and vision insurance
• Life insurance
• Short-term disability
• Voluntary long-term disability

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Pay

Competitive compensation package of $75,000 – $90,000.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants must be eligible to work in the United States without requiring sponsorship now or in the future and successfully pass a pre-employment drug screen.