Operation Manager (Camarillo, CA)

Job Title:                         Operations Manager – On Site | Management/Consulting Firm

Department:                 Operations

Office Location:           Camarillo, Ventura County, CA

Reports to:                     Director of Operations

FLSA Status:                 Salary, Exempt

Wage Scale:                  $80,000.00 – $85,000.00/year

COMPANY

Since 1991, R&D Transportation Services, Inc. (R&D) has successfully worked with California Regional Centers and School Districts to deliver a comprehensive brokerage model that encompasses Scheduling Services, Billing and Contract Administration, Customer Service, and Quality Assurance for Field Operations.  Though not the direct transportation service provider, R&D coordinates with vendors to ensure that they operate safe, reliable, and efficient transportation services for people with developmental and physical disabilities.

SUMMARY

R&D’s Transportation Planning Department is the gateway to how we accomplish our organizational mission to promote safe, efficient, reliable, and cost-effective transportation solutions for our customers.  This begins with important work that takes place in the area of vendor contract administration, computerized routing and scheduling that works hand-in-hand with vendor billing administration and is ultimately reflected in the quality of vendor compliance unit that is inclusive of vendor contracts and QA activities for field operations.  For this reason, the quality of the work produced by the company is held to a high standard of service delivery. Ultimately, the results-driven outcomes are manifested in the strong partnerships that R&D has built with customers over the past 30 years. The Operations Manager is responsible for the leadership and administration, technical support/expertise, and on-going training and development of personnel.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to the following:

Leadership / Management Responsibilities

• Manage staff training/development, monitor and adherence to R&D policies/procedures that align with organizational goals and objectives
• Communicate and implement safety rules, organizational policies, and procedures and maintain accountability for the performance of all subordinate employees
• Develop operations guidelines, strategies, and policies.
• Assign functions/projects to department staff and continuously evaluate the productivity, efficiency, and effectiveness of all units
• Provide technical support and policy guidance to interface transportation vendor contracts, with R&D’s computerized routing and planning systems, to produce accurate billing reports
• Nurture and maintain open communication between Scheduling and Billing/Contracts staff for the purpose of fostering effective communication of all pertinent items, developments in respective service regions and/or new regulatory requirements impacting the company
• Seek opportunities to expand Information Systems to build capacity and improve capabilities to enhance service delivery to R&D customers
• Build and Nurture Partnerships with Customers in order to:
  • Resolve and respond to escalated customer questions, complaints and comments as they relate to the unit
  • Generate and implement standard operating procedures in order to prevent and preempt escalated service issues
  • Prepare comprehensive reports, correspondence, and presentations
• Maintain tact, poise, and professional demeanor in the workplace and with the public
• Develop and implement standard operating procedures to ensure consistent department protocols.
• Supervise work, guide and coach employees, monitor progress, and ensure quality compliance standards in alignment with R&D goals and objectives
• Communicate and implement safety rules, organizational policies, and procedures and maintain accountability for the performance of the unit
• Assign functions/projects to department staff and continuously evaluate the productivity, efficiency, and effectiveness of the unit
• Provide technical support and policy guidance to interface vendor contracts, with R&D’s computerized routing and planning systems, in order to produce accurate billing reports
• Nurture and maintain open communication between staff interdepartmentally for the purpose of keeping all informed of items pertinent to them, their region, and/or the company
• Monitor quality compliance and organize work to reflect performance standards
• Set performance goals and project deadlines that align with company’s goals and objectives
• Delegate work, track progress and provide constructive feedback throughout projects
• Ensure that team members perform all essential duties consistent with the job description
• Address problems with work quality, issues between employees and other concerns in an effective, timely manner
• Ensure employees adhere to legal regulations, company policies, and customer service requirements
• Conduct performance reviews, motivate team members and create strategies to boost productivity
• Develop and recommend unit guidelines, strategies, and policies
• Audit process for customer billing submissions to ensure accuracy, accountability and adherence with timelines
• Produce quarterly dashboard reporting by region for respective customers
• Audit electronic attendance with corresponding vendor billing submissions in adherence with DDS regulations and State E-billing requirements
• Monitor compliance with vendor contract not to exceed fiscal amounts; Coordinate with Contracts Analyst for amendments as revisions are needed
• Evaluate billing reports produced by R&D billing module [INSCRIBE] to ensure alignment between vendor billing submissions with scheduled service
• Integration of INSCRIBE reports to vendor billing reconciliation process
• Ensure that all vendor billing invoices are processed within established timelines, to verify that electronic fund transfers satisfy contractual service expectations
• Monitor collaboration and exchange team members to resolve billing discrepancies for vendor submissions that exceed the maximum allowable scheduled service units

Reporting/Service Impact Analyses/Special Projects

• Analyze cost of proposed additions/changes to existing transportation systems
• Review accuracy of billing reports (include routing and ridership figures) that are the product of the work generated by the Schedulers
• Analyze statistical information for accuracy and compliance to numerous vendor contracts and distinct project budgets
• Conduct complex planning, implementation, funding, and analytical projects
• Apply, develop, and evaluate analytical, quantitative, and statistical tools and their results
• Develop and monitor projections, impacts and budgets for regional center and school district transportation systems
• Evaluate costs, benefits, and risks of alternate vendor selections
• Complex optimization planning, implementation, funding, and analytical projects
• Develop and monitor projections, impacts and budgets for regional center and school district transportation systems

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed herein are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor’s degree (B.A.) from an accredited four-year college or university with emphasis is business management, accounting, Geographic Information Systems (GIS) technology; or minimum ten years’ progressively responsible experience in passenger operations, transportation planning, or related field; or equivalent combination of education and experience. Demonstrated management ability with staff supervision and development and/or proven track record in project management leading team(s) to perform optimally in accordance with contractual/budgetary requirements.

KNOWLEDGE

• Theories, principles, practices of passenger transportation planning in the area of ADA
• Applicable local, state, and federal laws, rules, and regulations; governing transportation policy
• Passenger transit system safety culture, operations, and scheduling
• Organization and processes of local, regional, and state government, including legislative regulations
• Financial, analytical, statistical, and mathematical methods and procedures

ABILITIES

• Excellent problem solving and critical thinking skills
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Excellent numeracy skills that include advanced mathematics, algebra, geometry, statistics, an ability to interpret bar graphs
• Ability to communicate effectively orally and in writing
• Interact professionally with various levels of employees and outside representatives
• Professionally represent R&D before our customers
• Think and act independently
• Conduct comprehensive studies and analyses
• Establish and implement relevant policies and procedures
• Experience with Versatrans routing and planning system preferable. However, experience with other computerized routing and planning programs will be considered
• Computer proficiency in Windows 7 and Microsoft Office

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit.  The employee frequently is required to use hands to finger, handle, or feel mostly in the use of a computer keyboard and mouse; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, and color vision for use of the computer and the color differentiations in the computer routing programs.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.

Ability to read and understand documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively with customers and co – workers. Ability to effectively present information and respond to questions from customers, consumers, and vendors.