Senior Director, Operations Management Support

About the role

The Senior Director, Operations Management Support provides executive leadership for the strategic direction, governance, and performance of Operations Management Support. The position is responsible for three or more operational support functions, including contractor oversight, operational analytics, quality assurance, training, service monitoring, mobility support, and performance management. The Senior Director establishes departmental strategy, policies, governance, and performance expectations supporting Bus Operations and Maintenance. The position ensures consistent contractor accountability, operational compliance, enterprise performance reporting, workforce development, and continuous improvement while aligning departmental priorities with CapMetro's Strategic Plan and organizational objectives. The Senior Director serves as a member of the Bus Operations and Maintenance leadership team and leads through subordinate managers while collaborating with executive leadership, internal departments, contracted service providers, and external stakeholders.

Responsibilities

• Strategic Leadership & Departmental Management: Establish the strategic direction and long-range objectives for Operations Management Support in alignment with agency strategic priorities; develop department budgets, resource allocation strategies, workforce plans, and long-term business objectives; develop senior leaders through succession planning, leadership development, organizational design, and talent management.
• Contractor Management, Quality Assurance & Compliance: Provide executive leadership for contractor oversight, quality assurance, operational analytics, training, service monitoring, mobility support, and performance management; direct contractor performance management, contract administration, compliance monitoring, and performance improvement initiatives; develop departmental policies, governance standards, auditing methodologies, performance measurement frameworks, and compliance programs.
• Performance Management, Analytics & Reporting: Establish KPI governance, operational reporting standards, audit protocols, and contractor accountability processes; lead organizational performance analysis and provide executive recommendations supporting strategic decision making.
• Cross-Functional Leadership & Executive Representation: Lead cross‑functional initiatives involving Operations, Vehicle Maintenance, Planning, Finance, Safety, Procurement, Information Technology, Customer Experience, and contracted service providers; represent the department before executive leadership, Board committees, regulatory agencies, external partners, and contracted service providers.
• Continuous Improvement & Operational Excellence: Direct organizational continuous improvement initiatives through operational analysis, benchmarking, technology implementation, and process redesign.
• CapMetro SMS Support & Other Duties Assigned: Support Capital Metropolitan Transportation Authority’s Safety Management Systems (SMS) process by ensuring staff follows safety and security policies, considers safety in every action, and ensures safety and security concerns are reported; perform other duties as assigned.
• Supervisor/Leadership Exercised: Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments; authorize, coordinate, and schedule work with vendors and consultants; conduct personnel actions, including hiring and interviewing; oversee hiring, training, work assignments, and performance evaluations.

Requirements

• Bachelor’s degree in Business Administration, Public Administration, Transportation, Data Analytics, or related field. Additional relevant experience may substitute for educational requirement on a year‑for‑year basis.
• Twelve (12) years of progressively responsible experience in transit operations oversight, contract administration, performance management, operational analytics, compliance monitoring, or related transit management functions.
• Eight (8) years’ supervisory experience in a public transportation environment.
• Experience leading multiple functional areas, contractor oversight, strategic planning, organizational performance management, and budget administration. Experience in public transportation or another large, complex operating environment strongly preferred.

Skills

• Strong knowledge of contract administration, operational performance management, quality assurance principles, and compliance monitoring practices.