Service Delivery Manager - Fixed Route

About the role

The Service Delivery Manager plays a critical role in overseeing daily transit operations and ensuring high-quality service delivery. This position is based in Las Vegas, Nevada and supports the Fixed Route. The Service Delivery Manager is responsible for frontline operational performance, on-time service delivery, employee supervision, and ensuring compliance with safety and service standards. This role also supports technology implementation, monitors service metrics, and works closely with leadership to drive operational excellence.

Compensation and benefits

• Competitive compensation package of $75,000 - $95,000 annual salary
• Vacation: minimum of two weeks
• Sick days: 5 days
• Holidays: 10 days (6 standard and 4 floating)
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability

Key responsibilities

• Provide 24/7 management presence to frontline operations staff as a key member of the extended local leadership team
• Monitor and evaluate daily Operations activities and employee's performance including missed runs, on-time statistics, total work and pay hours, customer complaint data, attendance, accident data, and other operations related functions
• Ensure performance indicators meet or exceed client and corporate expectations; keep liquidated damages to a minimum and correct failures
• Implement and support business-critical operations technologies (VDS, Zonar, AVL etc); serve as a subject matter expert on the tools and make recommendations on the best application of the tools into the operating environment
• Manage the location's performance, make best practices recommendations, train on technology solutions, and facilitate the implementation of those solutions to support improvement of service quality and financial performance
• Coordinate dispatching, in-service monitoring, and turn-in activities involved in daily transit operations
• Develop manpower requirements for Window and Yard Supervisors; assist with evaluating patterns for revisions
• Develop procedure manuals for Window, Yard, Road Supervisors, and Drivers; hold routine meetings with Window and Yard Supervisor staff to respond to service issues and keep staff abreast of customer or company changes and requirements
• Complete necessary daily and/or weekly reports for company and client to ensure Service Quality
• Track and maintain employee attendance, Zonar and VDS systems
• Recommend and discipline operations personnel
• Inform Division Manager of potential risks in the operation
• Ensure staff are well trained and being successful
• Ensure the company vision, values and culture are understood, communicated, and promoted throughout operations
• Maintain positive employee and labor relations including regular engagement with frontline operations staff, acknowledging performance, providing coaching, promotion opportunities and overall job satisfaction
• Perform all other duties as assigned and assist with other areas based on location needs

Qualifications

• High school diploma or equivalent
• Skilled in customer service delivery, problem-solving, and decision-making
• Excellent communication and negotiation skills; ability to influence without authority
• Working knowledge of ADA law and ADA service requirements
• Dependable and proficient in time management, meeting deadlines, and multi-tasking
• Able to work a flexible schedule which may include weekends and holidays as required
• Working knowledge of Trapeze scheduling software
• Minimum of three years of Supervisory experience
• Exceptional customer service skills and professional customer-focused telephone manners

Physical requirements

• Work outside in varying temperature, weather, and humidity conditions
• Sit for extended periods (up to 6–8 hours per day); frequently walk for long distances and on possible sloped ground or slippery and uneven surfaces
• 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
• Withstand heavy traffic areas while performing the duties of the job; tolerate exposure to considerable amounts of dust, vehicle fumes and noise
• Work shifts or flexible work schedule as needed
• Generally subjected to long periods spent sitting, typing, or looking at a computer screen
• Work environment will be a combination of both indoors and outdoors

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