Ops Communications Liaison

Supervisory Organization: Director Public Relations | Location: DALLAS, TX 75202 (1401 PACIFIC AVE) | FLSA: Exempt

About the Role

Under general supervision, responsible for coordinating the capture, management, and delivery of information from Bus and Rail Operations to provide real-time operational status of DART Bus and Light Rail Service to DART management, contractors, and the public. Receive and interpret information regarding planned and unplanned incidents and activities that impact customer use of DART's fixed route services. Utilize a variety of computer software systems and tools to provide effective communication.

Responsibilities

• Monitors bus and rail operations to relay emergency notifications and operational status to DART’s communications platforms for all unscheduled/unplanned delays, emergency situations, detours, service interruptions, facility conditions, and other events.
• Monitors customer communication channels to ensure information is current and correct.
• Informs and updates appropriate personnel of delay management strategies via DART’s electronic notification system during service interruptions/adjustments (e.g., websites, email/SMS systems, and digital dashboard displays).
• Coordinates agency responses to e-mail inquiries received via DART.org.
• Maintains content for the Transit Center Digital Dashboard displays, Trapeze databases, computer software systems, and social/new media tools.
• Collaborates with operations staff during service disruptions, information systems department regarding technical operation of agency websites, and social/new media tools, as well as communications and planning staff for service delivery changes.
• Serves as an operations contact for customer safety/security-related text messages, customer service, station monitors, DART Police, DART Media Relations, and other key staff.
• Prepares reports and correspondence for management review.
• Performs other duties as assigned.

Requirements

• Bachelor’s degree from an accredited college or university in Communications, Business Administration, Transportation, or a related field.
• Five (5) years of progressively responsible experience in external communications or business writing, including one year in a customer service/communications environment.
• Must be able to work split shifts, nights, weekends, and holidays.
• Proficiency with computer use, including common software applications in a Windows environment (e.g., word processing, spreadsheets, databases).
• Proficiency with online publishing tools and social media tools such as Twitter, Facebook, YouTube, and other online platforms.
• Ability to comprehend and apply transportation operational principles, procedures, terminology, rules, regulations, and methods.

Skills

• Ability to effectively perform and clearly communicate in high-stress, rapidly changing environments.
• Strong active listening skills; can accurately restate opinions even when disagreeing.
• Quick learner of technical and industry-specific knowledge.
• Ability to remain calm under pressure and handle stress without becoming defensive or irritated.
• Strong problem-solving skills; can quickly find common ground and collaborate effectively.
• Ability to make timely decisions, sometimes with incomplete information and under tight deadlines.
• Open to change and analyzes successes and failures for continuous improvement.
• Excellent written communication skills; can adapt messaging to various styles and audiences.

Working Conditions

Works in an environment with exposure to dust, noise, or temperature variations. May be exposed to unpleasant conditions, including weather, petroleum products, and chemicals, while adhering to safety policies and procedures.

Pay

$61,774.00 - $101,927.00