Route Performance Manager - Valley Metro

Operational Leadership

The Route Performance Manager exercises independent judgment to address service disruptions, operational challenges, safety concerns, and customer service issues affecting route performance. The position supervises and directs bus operators in the field, providing coaching, performance management, and corrective action when necessary to ensure safe, reliable, and customer-focused transit service.

This position spends the majority of time in the field monitoring operations, interacting with operators, and responding to operational issues to ensure service reliability and performance expectations are met.

Employee Supervision and Performance Management

Direct the work and operational performance of bus operators assigned to the RPM's service area while in operation. Provide real-time coaching, mentoring, and guidance to operators to improve safety, schedule adherence, and customer service. Monitor employee performance and ensure compliance with company policies, safety requirements, and the collective bargaining agreement. Initiate and administer corrective action including coaching, written discipline, suspensions, administrative leave, and recommendations for termination when necessary. Remove operators from service when safety, performance, or operational concerns require immediate action. Conduct operator engagement touchpoints to promote communication, accountability, and a positive working environment.

Safety and Service Oversight

Identify operational safety concerns affecting routes, stops, or service areas and coordinate corrective action with Safety and Operations leadership. Conduct regular route checks, station checks, and service observations to ensure compliance with operational standards. Respond to passenger concerns, incidents, or service issues occurring within the assigned route section. Promote a culture of safety, professionalism, and customer service across operations.

Performance Monitoring and Reporting

Analyze route performance metrics and operational data to identify trends and service improvement opportunities. Prepare daily operational updates and performance summaries for leadership. Develop and present weekly performance reports regarding route performance, service reliability, and corrective action plans. Participate in daily operational briefings and departmental meetings to coordinate service delivery and operational improvements.

Collaboration

Work collaboratively with Transportation Managers, Workforce Planning, Communications Control, and Safety leadership to maintain reliable service delivery. Support organizational goals related to service coverage, operational efficiency, and customer satisfaction. Foster a team environment aligned with Valley Metro's core values of teamwork, service excellence, and operational accountability.

Supervisory Responsibilities

The Route Performance Manager provides operational supervision and direction to bus operators while in service within the assigned geographic area. Supervisory Responsibilities Include Directing operator activities related to service delivery and route performance. Monitoring employee performance and providing coaching and mentoring. Enforcing company policies, safety procedures, and operational standards. Initiating disciplinary actions in accordance with company policy and the collective bargaining agreement. Recommending employment actions including suspension, removal from service, and termination. Ensuring operators comply with operational procedures, safety standards, and customer service expectations.