Job Details

Operations Manager

  2025-10-19     City of Fargo     Fargo,ND  
Description:

Under general supervision by the Assistant Transit Director - Operations, the Operations Manager performs various higher level technical and administrative duties in carrying out the operations of fixed route and Paratransit services for the entire City Transit System. Positions in this class are responsible for acting as the lead quality control in the fixed route and Paratransit offices, training, customer care, dispatchers, and assisting the Assistant Transit Director - Operations with administering programs to benefit fixed route and Paratransit goals. The Operations Manager will also receive and transmit calls from the public for fixed route and Paratransit bus transportation and be responsible for efficient, cost-effective daily schedules. Incumbents draw upon training, experience and guidelines established by the Department, state and federal transportation agencies to determine the appropriate response to each situation.

Scope of Responsibility :
The Operations Manager is responsible for providing an elevated level of customer service, technical skills, and understanding of local, state, and federal guidelines (civil rights and Americans with Disabilities Act), and administrative/clerical/office activities to assist the Assistant Transit Director - Operations in administering programs and services offered to the community for fixed route and Paratransit system operations of the City of Fargo. Office hours are Monday through Friday with some Saturday and Sunday hours. The Operations Manager supervises approximately 91 FTE staff and manages the operating budget of approximately $9.3 million.
Essential Duties and Responsibilities :

  1. Interacts with the general public by providing information and assistance as it relates to the department's activities/services, rules and regulations that requires thorough knowledge of departmental policies, procedures, and activities. Incumbents draw upon their knowledge of departmental functions, policies and procedures, etc., as well as precedent and past experience, to solve complex technical or strategic problems when handling new or unusual situations or when interacting with the public. Problems may require intermediate analysis and interpretation of data;
  2. Develops and recommends new strategies to improve overall operational performance including ways to improve existing fixed routes and On-Time Performance to increase rider satisfaction and reduce departmental costs;
    1. Updates existing fixed route policies and procedures to reflect departmental changes;
  3. Interacts with Bus Operators daily to provide procedural guidance and technical responses to issues as they arise;
  4. Analyzes daily key performance indicator data to identify areas of improvement;
  5. Operates proprietary software packages to enter and retrieve information. In conjunction with the Assistant Transit Director - Operations will troubleshoot problems with the software;
  6. Updates the matbus.com website with information on detours and other service impacts;
  7. Communicates effectively, professionally and courteously and maintains working relationships with others in carrying out job functions;
  8. Maintains records according to established guidelines. Performs higher level administrative work, where there is some opportunity to reduce expenses and prevent loss through problem solving and high attention to detail. Supervises Fixed Route Bus Operators and Paratransit Bus Operators by providing disciplinary action and addressing issues as they arise;
  9. Assists with representing the Operations division of the department at various functions as necessary;
  10. Greets visitors to the office and answers telephones, frequently interacts with the public, others in the work unit, and across departments to exchange factual information as requested or as necessary; interactions frequently involve the exchange of detailed and/or technical information where the ability to explain concepts is exercised;
  11. Receives and responds to complaints of both a routine and confidential nature requiring knowledge of departmental policies, procedures, activities, and rules regarding data privacy; may field escalated calls from less experienced staff;
  12. Prepares forms, listings, informational and statistical reports, documents, etc. by determining required data, gathering, receiving and compiling data from several sources; comparing information to verify accuracy and formatting data appropriately;
  13. Composes and/or types letters, forms, memoranda, and reports from abbreviated notes, and records;
  14. Processes forms and other documents by reviewing forms for completeness, verifying information, performing necessary calculations, coding and entering data into a computer system;
  15. Identifies necessary changes to routes and schedules due to street closures, construction and emergencies; designs detours to ensure limited disruption in services;
  16. Works with the Operations Supervisor to ensure that notices of route changes are communicated to the public on the matbus.com website and by sending out public notices;
  17. Monitor operational expenditures; assist in the development of divisional budget and preparation of cost estimates, budgets and grant applications related to Fixed Route service changes;
  18. Utilizes facility and vehicle camera operational systems for accident, incident, employee injury, customer complaint, criminal, or other investigations;
  19. Coordinates with various City departments on matters affecting transit operations and operations employees;
  20. Acts as point of contact for external vendors relative to operational activities.
  21. Provides administrative services to the department.
    1. Files documents and records;
    2. Performs data entry;
    3. Assists in providing information relative to operations during audits (i.e., Federal Transit Administration (FTA) triennial review, National Transit Database (NTD) annual reporting, etc.);
    4. Provides informed input on matters relating to the annual operating budget;
    5. Approves expenditures for purposes and amounts that are within the budget and within the authorized approval limits of the job.
  22. Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
    1. Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
    2. Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work;
    3. When potentially unsafe conditions are observed makes efforts to avoid or correct them if they are controllable and draws them to the attention of the responsible supervisor or safety representative in a timely manner;
    4. Coordinate with the Safety and Training Manager to ensure ongoing staff development and training is conducted in a timely manner for optimal staff performance.
  23. Performs other duties and activities as assigned.
The Operations Manager must possess an associate's degree in business, public administration or a related field and 6.5 or more years of experience working with the public in social services, transit, or customer service, or equivalent experience sufficient to successfully perform the essential duties of the job such as those listed above.

Knowledge, skills, and ability include:
  • Knowledge of the concepts and principles of fixed route operations;
  • Knowledge of basic vehicle mechanical processes and maintenance;
  • Skill in Microsoft Office Suite: Word, Excel and Access;
  • Skill in operating computer terminal sufficient to enter, retrieve and manipulate data;
  • Skill in English, both written and spoken;
  • Skill in providing customer service;
  • Ability to read maps and interpret transit operating rules and policies;
  • Ability to work extended or flexible schedules as needed;
  • Ability to communicate and interact effectively with coworkers, supervisor, the general public, and others, sufficient to exchange or convey information and to receive work direction.

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