CapMetro
Director, Bikeshare Services
CapMetro, Austin, Texas, us, 78716
Job Description
WHO WE'RE LOOKING FOR
Are you passionate about sustainable transportation and ready to shape the future of biking in Austin?
The Director of Bikeshare Services reports to the Sr. Director of Demand Response and Microtransit Services. This position is responsible for managing all maintenance and operations functions of CapMetro's Bikeshare Service. Areas of responsibility include maintenance, training, budgets, asset management, capital projects, service planning, training, safety, contract oversight, mobile technologies, planning and execution of service changes for major events such as ACL and SXSW. The position is also responsible for reporting, external relations, coordination with the City of Austin, community engagement, innovation, and all other functions that ensure CapMetro is operating the best bikeshare in the country. This position coordinates directly with departments across the agency, the city of Austin, and key stakeholders. This position is responsible for maintaining a safe, inclusive, and engaging environment that ensures Bikeshare is a professional, productive place to work. The position sets goals for staff and tracks KPIs which will be used to determine the success of the program.
Responsibilities
WHAT YOU'LL BE DOING
Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.Make operational, procedural, programming, staffing or resource adjustments when needed to ensure high quality service is provided to customers while meeting key performance indicators and remaining within established budget targets. Ensures a culture of rapid response for any service disruption or equipment failures.Oversee staff and management team to always ensure high system availability to exceed customer demands. System availability includes but is not limited to bicycle availability, technology systems online, immediate access to customer service, well maintained assets, etc. Encourage staff development and empower the team to work together with a unifying commitment to the customers.Develop and communicate operational, procedural and policy updates through Operations Bulletins, stakeholder meetings, public outreach, and any other effective means of communication. Work with executive management to provide the Board with regular updates regarding projects and performance.Ensure contractors are meeting or exceeding their contractual responsibilities and obligations.Develop and implement highly effective staff training program and follow that up with a commitment to ensuring Bikeshare staff have all the tools, autonomy, support, and leadership they need to collaboratively operate the best bikeshare program.Coordinate with Bikeshare technology staff, IT department, and technology vendors to ensure software and hardware is operating at peak performance levels. Escalate issues immediately to expedite a resolution when needed.Consolidate information from various systems to identify performance measures and, maximize Bikeshare system availability, assess the effectiveness of current operations, improve service levels, reduce costs, improve customer satisfaction, and propose more sustainable operational scenarios and/or program development opportunities.Track costs and related metrics in conjunction with existing CapMetro budget. Plan and develop future budget scenarios based on projected future demand.Prepare operational reports on a weekly, monthly, annual, and as needed basis. Prepare various service policy analyses and future planning scenarios. Work with IT to ensure all data is integrated into internal data catalogs.Model and hold staff accountable to be sensitive to the unique needs of customers, including those from culturally diverse backgrounds, older adults, low-income customers, persons with disabilities, or other vulnerable populations.Seek out and develop presentations for conferences that show CapMetro's innovative approach to incorporating bikeshare as part of the transit system.Management and design of operating facilities.Work with outside stakeholders to bring additional resources to bikeshare.Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.Perform other duties as required and/or assigned.Responsibilities - Supervisor and/or Leadership Exercised:
Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring, and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.Qualifications
WHAT YOU BRING
Bachelor's degree in Public Administration, Electronics, Engineering, Transportation/Logistics, Transportation/Urban Planning, Business/Management, or any related discipline. Additional relevant experience may substitute for degree on a year-for-year basis up to four years.Eight (8) years' experience in bikeshare program oversight including four (4) years supervisor or lead position directing staff in a business, bicycle, transit, or customer service environment.Knowledge, Skills, and Abilities:
Excellent leadership skills including ability to listen and provide feedback, to communicate goals and objectives within a team environment, and to build relationships for trust and respect.Excellent management skills including ability to hold others and self-accountable, to make difficult decisions when necessary, to focus on results, to analyze data, and to plan, develop, and implement formal work plans. Knowledge of basic managing strategies and project coordination to plan, organize and direct cross-functional teams.Skill in planning and completing assignments independently; highly organized and detail-oriented.Must have excellent oral and written communication skills, with the ability to effectively communicate with staff and contractors and the ability to handle daily challenges and adjust to adversity.Ability to effectively manage a multi-activity, geographically divided area of work.Substantial interpersonal skills to effectively communicate with all levels of supervisory and non-supervisory employees, vendors, boards and commissions, neighborhood and community groups, government entities, and the public.Effective use of computers with a working knowledge of MS Office including word and spreadsheet documentation. Ability to learn and utilize reservation, call center and schedule tracking and call center technology. Ability to learn and utilize dispatch software.Experience with software using algorithms to make predictive decisions as a means of optimizing service availability.Technical knowledge of minicomputers, boards, and communications devices such as modems.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.
Mobility Status:
As a
Stationed
position, the incumbent is expected to be assigned an individual workspace. Expected to work in the office 4 days a week. This role is based in Austin, Texas and requires relocation to the Austin, Texas area prior to start date.
WHAT'S IN IT FOR YOU
• Share in meaningful work with diverse, collaborative and innovative teams whose focus is to modernize public transportation and improve how we serve our customers and team members.
• Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym and work with our onsite trainers (for free), before heading back home.
• Improve your productivity and enhance your work/life balance by taking advantage of one of our flexible work options.
...and much more!
WHAT YOU SHOULD KNOW
CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.
WHO WE'RE LOOKING FOR
Are you passionate about sustainable transportation and ready to shape the future of biking in Austin?
The Director of Bikeshare Services reports to the Sr. Director of Demand Response and Microtransit Services. This position is responsible for managing all maintenance and operations functions of CapMetro's Bikeshare Service. Areas of responsibility include maintenance, training, budgets, asset management, capital projects, service planning, training, safety, contract oversight, mobile technologies, planning and execution of service changes for major events such as ACL and SXSW. The position is also responsible for reporting, external relations, coordination with the City of Austin, community engagement, innovation, and all other functions that ensure CapMetro is operating the best bikeshare in the country. This position coordinates directly with departments across the agency, the city of Austin, and key stakeholders. This position is responsible for maintaining a safe, inclusive, and engaging environment that ensures Bikeshare is a professional, productive place to work. The position sets goals for staff and tracks KPIs which will be used to determine the success of the program.
Responsibilities
WHAT YOU'LL BE DOING
Note: The duties and primary responsibilities below are intended to describe the general content of and requirements of this job and are not intended to be an exhaustive statement of duties.Make operational, procedural, programming, staffing or resource adjustments when needed to ensure high quality service is provided to customers while meeting key performance indicators and remaining within established budget targets. Ensures a culture of rapid response for any service disruption or equipment failures.Oversee staff and management team to always ensure high system availability to exceed customer demands. System availability includes but is not limited to bicycle availability, technology systems online, immediate access to customer service, well maintained assets, etc. Encourage staff development and empower the team to work together with a unifying commitment to the customers.Develop and communicate operational, procedural and policy updates through Operations Bulletins, stakeholder meetings, public outreach, and any other effective means of communication. Work with executive management to provide the Board with regular updates regarding projects and performance.Ensure contractors are meeting or exceeding their contractual responsibilities and obligations.Develop and implement highly effective staff training program and follow that up with a commitment to ensuring Bikeshare staff have all the tools, autonomy, support, and leadership they need to collaboratively operate the best bikeshare program.Coordinate with Bikeshare technology staff, IT department, and technology vendors to ensure software and hardware is operating at peak performance levels. Escalate issues immediately to expedite a resolution when needed.Consolidate information from various systems to identify performance measures and, maximize Bikeshare system availability, assess the effectiveness of current operations, improve service levels, reduce costs, improve customer satisfaction, and propose more sustainable operational scenarios and/or program development opportunities.Track costs and related metrics in conjunction with existing CapMetro budget. Plan and develop future budget scenarios based on projected future demand.Prepare operational reports on a weekly, monthly, annual, and as needed basis. Prepare various service policy analyses and future planning scenarios. Work with IT to ensure all data is integrated into internal data catalogs.Model and hold staff accountable to be sensitive to the unique needs of customers, including those from culturally diverse backgrounds, older adults, low-income customers, persons with disabilities, or other vulnerable populations.Seek out and develop presentations for conferences that show CapMetro's innovative approach to incorporating bikeshare as part of the transit system.Management and design of operating facilities.Work with outside stakeholders to bring additional resources to bikeshare.Support Capital Metropolitan Transportation Authority's Safety Management Systems (SMS) process by following safety and security policies, considering safety in every action and reporting safety and security concerns.Perform other duties as required and/or assigned.Responsibilities - Supervisor and/or Leadership Exercised:
Direct and manage department personnel by planning, scheduling, delegating, and overseeing employee work assignments, authorizing, coordinating, and scheduling work with vendors and consultants, conducting personnel actions, including, hiring, and interviewing, and overseeing hiring, training, work assignments, and performance evaluations.Qualifications
WHAT YOU BRING
Bachelor's degree in Public Administration, Electronics, Engineering, Transportation/Logistics, Transportation/Urban Planning, Business/Management, or any related discipline. Additional relevant experience may substitute for degree on a year-for-year basis up to four years.Eight (8) years' experience in bikeshare program oversight including four (4) years supervisor or lead position directing staff in a business, bicycle, transit, or customer service environment.Knowledge, Skills, and Abilities:
Excellent leadership skills including ability to listen and provide feedback, to communicate goals and objectives within a team environment, and to build relationships for trust and respect.Excellent management skills including ability to hold others and self-accountable, to make difficult decisions when necessary, to focus on results, to analyze data, and to plan, develop, and implement formal work plans. Knowledge of basic managing strategies and project coordination to plan, organize and direct cross-functional teams.Skill in planning and completing assignments independently; highly organized and detail-oriented.Must have excellent oral and written communication skills, with the ability to effectively communicate with staff and contractors and the ability to handle daily challenges and adjust to adversity.Ability to effectively manage a multi-activity, geographically divided area of work.Substantial interpersonal skills to effectively communicate with all levels of supervisory and non-supervisory employees, vendors, boards and commissions, neighborhood and community groups, government entities, and the public.Effective use of computers with a working knowledge of MS Office including word and spreadsheet documentation. Ability to learn and utilize reservation, call center and schedule tracking and call center technology. Ability to learn and utilize dispatch software.Experience with software using algorithms to make predictive decisions as a means of optimizing service availability.Technical knowledge of minicomputers, boards, and communications devices such as modems.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is generally performed in an office environment in which there is only minimal exposure to unpleasant and/or hazardous working conditions. This position works with multiple project timelines and is responsible for managing employees performing work of a complex nature. Incumbent must have the ability to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use as well as horizontally. Must be able to use a telephone or headset equipment. Incumbent must be able to lift and move material weighing up to 20 lbs., perform work at a computer terminal for 6-8 hours a day, and function in an environment with constant interruptions. Reasonable accommodation may be made to enable individuals with disability to perform the essential functions as previously described.
Mobility Status:
As a
Stationed
position, the incumbent is expected to be assigned an individual workspace. Expected to work in the office 4 days a week. This role is based in Austin, Texas and requires relocation to the Austin, Texas area prior to start date.
WHAT'S IN IT FOR YOU
• Share in meaningful work with diverse, collaborative and innovative teams whose focus is to modernize public transportation and improve how we serve our customers and team members.
• Utilize our free and reduced fare transit service to get to the office and then plan to hit the gym and work with our onsite trainers (for free), before heading back home.
• Improve your productivity and enhance your work/life balance by taking advantage of one of our flexible work options.
...and much more!
WHAT YOU SHOULD KNOW
CapMetro is deeply committed to building a workplace where inclusion is not only valued but prioritized. We are proud to be an equal opportunity employer and committed to creating a welcoming and diverse environment. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, age, or any other protected characteristic as outlined by federal, state, or local laws. We encourage people with disabilities and from other diverse backgrounds to apply for Capital Metro vacancies. CapMetro makes hiring decisions based solely on qualifications, merit, and organizational needs at the time.