Service Delivery Manager, Full-Time

Connect Transit is celebrating over 50 years of service as the primary public transit system for the Bloomington-Normal area, providing quality transportation to residents. Our mission is to provide safe, reliable transportation and access to opportunity to strengthen and enrich individual lives, our community, the economy, and the environment. All our employees are vital in supporting this mission, read on to see how you can be part of it too!

Job Description:

The Service Delivery Manager is responsible for ensuring the efficient and reliable delivery of transit services. This role oversees the Dispatch, Planning & Analytics, and Customer Service teams, ensuring that services are well-coordinated and responsive to customer needs. A key aspect of this position is tracking and analyzing key performance indicators (KPIs) to drive continuous improvement in service reliability, efficiency, and customer satisfaction.

Wages:

$65,000 – $80,000 annually, dependent on qualifications

What We Offer:

• Medical insurance: Connect Transit will pay 100% of employee premium and 65% of dependent premiums
• Dental, vision, and life insurance
• Paid time off
• Paid holidays
• Retirement plans, employer contribution of 5%
• Tuition reimbursement available
• Free bus pass for employees and immediate family members
• A collaborative atmosphere with coworkers who want to see you succeed in your job

Responsibilities and Duties:

• Service Performance Oversight:
  • Monitor and analyze key performance indicators (KPIs) such as on-time performance, trip completion rates, and customer satisfaction to ensure service delivery meets organizational goals.
  • Recommend or implement corrective actions and continuous improvement plans to optimize service efficiency and reliability.
  • Track and address service interruptions, delays, and other operational issues in real time.
  • Review and update policies as needed to reflect changes in service goals, available technology, and regulations.
• Dispatch and Planning & Analytics Management:
  • Oversee day-to-day operations of the Dispatch, and Planning & Analytics teams to ensure seamless coordination of transit services.
  • Review and approve Dispatch, and Customer Service schedules, ensuring proper coverage, efficiency, and compliance with Collective Bargaining Agreements and labor laws.
• Customer Service Oversight:
  • Supervise the Customer Service Representative and Dispatch teams to ensure timely and effective responses to customer inquiries, complaints, and trip requests.
  • Analyze customer feedback and complaint trends to identify areas for improvement and coordinate with other management team members to develop solutions to enhance satisfaction.
• Performance and Data Analysis:
  • Prepare detailed reports on operational performance and improvement initiatives for management and the Board of Trustees.
• Operational Compliance and Standards:
  • Ensure compliance with federal, state, and local regulations, including safety standards, service accessibility (e.g., ADA compliance), and labor agreement.
  • Develop and enforce policies and procedures to maintain operational consistency and service quality.
• Staff Management and Development:
  • Oversee and evaluate Dispatchers, Transit Planner, Service Analyst, Medicaid Billing Specialist, and Customer Service Representatives, provide coaching, training, and professional development opportunities.
  • Lead the hiring process for key staff, including interviewing, onboarding, and performance evaluation.
  • Address personnel issues, ensuring consistent application of policies and disciplinary measures when required.
• Coordination and Communication:
  • Collaborate with the Operations Director to align service delivery objectives with overall organizational goals.
  • Coordinate with other departments (e.g., Maintenance, Safety, and IT) to ensure smooth delivery of services, including contingency plans for service disruptions, emergencies, and adverse weather conditions.
• Budget Management:
  • Assist in developing and monitoring budgets related to Dispatch, Planning, and Customer Service operations.
  • Analyze cost-efficiency in service delivery, identifying opportunities for savings while maintaining quality.
• Policy and Procedure Development
  • Assist in developing and implementing policies, procedures, and standard operating guidelines to ensure compliance with regulatory requirements and industry best practices across Dispatch, Planning, and Customer Service Operations.
  • Monitor active policies and procedures to ensure efficiency across responsible areas, suggest updates as needed.

Job Requirements:

• Experience and Education:
  • Minimum 3–5 years of experience in dispatch or call center management (in a transportation environment preferred), including management or supervisory experience.
  • Bachelor’s degree in Communications, Business Administration, or related field preferred. (A combination of education and relevant experience is acceptable).
• Licensure and Compliance:
  • Valid Illinois Driver’s License.
  • Acceptable driving record with no serious traffic violations in the last five years.
  • Ability to pass a federal background check and pre-employment drug test.
• Supervisory and Leadership Abilities:
  • Ability to schedule, coordinate, and supervise the daily work activities of multiple teams at once.
  • Demonstrated ability to lead, supervise, and develop staff, fostering a productive and positive work environment.
  • Experience in implementing training programs and coaching employees for professional growth.
• Analytical Skills:
  • Ability to formulate and evaluate KPIs and performance benchmarks to assess and optimize transit service delivery.
  • Capacity to analyze data and prepare professional reports for management, boards, and external stakeholders.
• Communication and Presentation Skills:
  • Proven ability to communicate effectively with staff, leadership, and external partners verbally and in writing.
  • Ability to collaborate, discuss ideas respectfully, and work effectively as part of a team.
• Technical Proficiency:
  • Proficiency in Microsoft Office Suite (e.g., Excel, Word, Outlook, PowerPoint) and other relevant software tools.
  • Ability to use communication equipment effectively, such as two-way radios, mobile tablets, and cellular phones.
• Regulatory Knowledge and Compliance:
  • Ability to interpret and apply federal, state, and local laws governing transit operations.
  • Ability to understand labor contract provisions and enforce collective bargaining agreements effectively.
• Strategic and Budgeting Skills:
  • Proficiency in strategic planning for operational needs, including forecasting resource and service demands.
• Collaboration and Relationship Management:
  • Demonstrated ability to establish and maintain effective working relationships with internal departments, unionized staff, contractors, and government agencies.
  • Ability to coordinate with outside agencies and vendors as needed.
• Work Conditions and Flexibility:
  • Ability to work independently while taking direction effectively.
  • Schedule flexibility to work when needed, including nights and weekends, as dictated by service or operational demands.
  • Meet the physical strength, agility, and dexterity requirements to perform the work of this position.
• Knowledge and Learning Requirements:
  • Knowledge or ability to learn theories, principles, and practices of transit operations, including scheduling, planning, and dispatching.
  • Understanding of public policy and decision-making processes.
  • Familiarity with the principles of organized labor relations and effective personnel management.
  • Strong understanding of performance management tools and data-driven operational decision-making.

* Connect Transit provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

*EEO/Minorities/Females/Vet/Disability.