Capital Metro
Director, Demand Response Contract Oversight & Compliance
Capital Metro, Austin, Texas, us, 78716
WHO WE'RE LOOKING FOR
The Director, Demand Response Contract Oversight reports directly to the Senior Director, Demand Response. This position is responsible for oversight and compliance monitoring of all CapMetro Demand Response contracted operations to maintain high-quality service standards. This position will play a key role in contract management, including scope development, procurement, negotiations, startup, ongoing compliance, contract modifications, and all other activities through contract closeout. The Director will work closely with contracted service providers to ensure that all services meet regulatory requirements and quality standards, while also managing internal staff to maintain high levels of operational efficiency. This position is also responsible for assisting with long range financial planning of vehicle, facility, and staffing resources for MetroAccess and Pickup services.
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.
Ensure the development and proper administration of contract monitoring plans and prepare monthly, quarterly, and annual contract monitoring reports for all Demand Response contracts.
Manage operational, procedural, policy, 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.
Develop and implement policies and procedures to ensure compliance with regulatory requirements.
Monitor and analyze service provider data, including ridership statistics, on-time performance, and customer satisfaction metrics.
Lead the budget preparation, invoicing, requisition, financial monitoring activities for Demand Response services and maintain accounting breakdowns of multiple departments within the division including Austin Transit Partnership (ATP) expenditure tracking.
Develop and implement risk mitigation strategies to minimize risks and liabilities and ensure service provider adaptation of these strategies.
Develop and coordinate the CapMetro field monitoring and contract oversight, including the direction and support for field monitoring staff to document the quality of service being provided, identify, establish, and monitor audit plans for ensuring contract compliance, and ensure deficiencies found by staff are addressed by appropriate CapMetro or service provider personnel.
Establish process to ensure accurate review of invoices from contractors to ensure accuracy, including assessment of all applicable penalties, incentives, or damages. Authorize payment of invoice once reviewed and approved.
Coordinate with the other department directors on operational safety concerns, training strategies, customer service issues, incident trends, and service provider compliance.
Direct contractor in emergency response situations as needed.
Review for improvement opportunities and develop ways to increase the efficiency of the service; identify service needs and work with CapMetro and contractors to evaluate and adjust service for maximum efficiency and cost effectiveness.
Ensure a positive safety culture is maintained by supporting the health, safety, and security of employees within the department and promoting the Frontline Feedback system.
Represent CapMetro at various outside agency functions. Ensure that CapMetro transit related issues are effectively represented.
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.
Serve as a member of the Safety Management System Committee to assess, manage, and reduce organizational risk and exposure through improved business practices (processes, procedures, and policies), communication and data/information analysis. Contribute to the coordination of Risk Management, Safety and Security functions in an outsourced business environment to ensure compliance with FTA regulations.
Operate independently with minimum supervision.
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. This position will be responsible for ensuring that all facets of our business, both internal and external, are considered and managed effectively, to provide the greatest service possible to our customers. In some instances, this will require working outside of normal business hours.
WHAT YOU BRING
Bachelor's degree in business administration, finance, or related field. Additional related management and transit experience may be substituted on a year-to-year basis for the educational requirements.
Eight (8) years of progressively responsible management experience in the transit industry or managing large contracts, including three (3) years of management experience in a business, transit, or customer service environment.
Knowledge, Skills, and Abilities:
Excellent communication 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.
Ability to train and develop team members for success through work plan development, career plan development and performance evaluations.
Excellent management skills including ability to hold others and self-accountable, to make complex decisions, when necessary, to focus on results, to analyze data, and to plan, develop, and implement formal work plans.
Knowledge of basic contract management strategies and project management and coordination.
Must have excellent oral and written communication skills, with the ability to effectively communicate with staff and contractors and the ability to manage daily challenges and adjust to adversity.
Must have excellent problem-solving abilities, organization, coaching and facilitating presentation skills. Must possess excellent people skills and be customer oriented.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is 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 be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents 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.
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The Director, Demand Response Contract Oversight reports directly to the Senior Director, Demand Response. This position is responsible for oversight and compliance monitoring of all CapMetro Demand Response contracted operations to maintain high-quality service standards. This position will play a key role in contract management, including scope development, procurement, negotiations, startup, ongoing compliance, contract modifications, and all other activities through contract closeout. The Director will work closely with contracted service providers to ensure that all services meet regulatory requirements and quality standards, while also managing internal staff to maintain high levels of operational efficiency. This position is also responsible for assisting with long range financial planning of vehicle, facility, and staffing resources for MetroAccess and Pickup services.
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.
Ensure the development and proper administration of contract monitoring plans and prepare monthly, quarterly, and annual contract monitoring reports for all Demand Response contracts.
Manage operational, procedural, policy, 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.
Develop and implement policies and procedures to ensure compliance with regulatory requirements.
Monitor and analyze service provider data, including ridership statistics, on-time performance, and customer satisfaction metrics.
Lead the budget preparation, invoicing, requisition, financial monitoring activities for Demand Response services and maintain accounting breakdowns of multiple departments within the division including Austin Transit Partnership (ATP) expenditure tracking.
Develop and implement risk mitigation strategies to minimize risks and liabilities and ensure service provider adaptation of these strategies.
Develop and coordinate the CapMetro field monitoring and contract oversight, including the direction and support for field monitoring staff to document the quality of service being provided, identify, establish, and monitor audit plans for ensuring contract compliance, and ensure deficiencies found by staff are addressed by appropriate CapMetro or service provider personnel.
Establish process to ensure accurate review of invoices from contractors to ensure accuracy, including assessment of all applicable penalties, incentives, or damages. Authorize payment of invoice once reviewed and approved.
Coordinate with the other department directors on operational safety concerns, training strategies, customer service issues, incident trends, and service provider compliance.
Direct contractor in emergency response situations as needed.
Review for improvement opportunities and develop ways to increase the efficiency of the service; identify service needs and work with CapMetro and contractors to evaluate and adjust service for maximum efficiency and cost effectiveness.
Ensure a positive safety culture is maintained by supporting the health, safety, and security of employees within the department and promoting the Frontline Feedback system.
Represent CapMetro at various outside agency functions. Ensure that CapMetro transit related issues are effectively represented.
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.
Serve as a member of the Safety Management System Committee to assess, manage, and reduce organizational risk and exposure through improved business practices (processes, procedures, and policies), communication and data/information analysis. Contribute to the coordination of Risk Management, Safety and Security functions in an outsourced business environment to ensure compliance with FTA regulations.
Operate independently with minimum supervision.
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. This position will be responsible for ensuring that all facets of our business, both internal and external, are considered and managed effectively, to provide the greatest service possible to our customers. In some instances, this will require working outside of normal business hours.
WHAT YOU BRING
Bachelor's degree in business administration, finance, or related field. Additional related management and transit experience may be substituted on a year-to-year basis for the educational requirements.
Eight (8) years of progressively responsible management experience in the transit industry or managing large contracts, including three (3) years of management experience in a business, transit, or customer service environment.
Knowledge, Skills, and Abilities:
Excellent communication 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.
Ability to train and develop team members for success through work plan development, career plan development and performance evaluations.
Excellent management skills including ability to hold others and self-accountable, to make complex decisions, when necessary, to focus on results, to analyze data, and to plan, develop, and implement formal work plans.
Knowledge of basic contract management strategies and project management and coordination.
Must have excellent oral and written communication skills, with the ability to effectively communicate with staff and contractors and the ability to manage daily challenges and adjust to adversity.
Must have excellent problem-solving abilities, organization, coaching and facilitating presentation skills. Must possess excellent people skills and be customer oriented.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
Work is 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 be able to stand and sit frequently throughout an eight-hour period, reach vertically for overhead use and horizontally. Must be able to use a telephone or headset equipment. Incumbents 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.
#J-18808-Ljbffr