Assistant General Manager Operations, Access Link Light Rail & Contract Services (ADA Services) Job Description:  Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets customers to their destinations on time–and we're looking to hire talented folks with a commitment to excellence to make it all possible. We are currently looking for anAssistant General Manager Operations, Access Linkto join our team!! Roles & Responsibilities: + Oversee the Operations Call Center, which involves the planning, management, and monitoring of day-to-day paratransit transportation activities to ensure Access Link operates safe and reliable service in an effective and efficient manner throughout the state of New Jersey and into/out of Pennsylvania. + Oversee Certification and Customer Service groups regarding trends in customer concerns, service delivery issues and strategies to determine actions steps. Leads collaborations with contracted Service Providers to ensure and monitor responsiveness. + Coordinates the creation and analysis of key operating reports in determining trends, seasonal variations, operational discrepancies and unusual developments requiring appropriate actions. + Directs the evaluation of system-wide Access Link improvements, which included but are not limited to, increasing system performance, increased system capacity, customer communications and operating practices. + Leads planning and forecasting activities regarding the Access Link call center to include need projections of labor equipment, space, and costs. + Directs activities related to analysis of data from Trapeze PASS and associated modules and systems, including call distribution, recording systems and IVR systems. Provides leadership in analysis of processes and performance metrics in reservations, service monitoring, scheduling, certification and other areas and in the formulation of benchmarks and best practices to obtain optimum efficiency and customer satisfaction. + Directs oversight of travel independence projects, including collaborations with external organizations to explore expansion opportunities. Directs the research and monitoring of initiatives to support appropriate use of NJ TRANSIT’s fixed route system by customers with disabilities. Directs the development and maintenance of appropriate systems to ensure contractual compliance. + Directs staff to ensure compliance with regulations regarding paratransit eligibility. Directs the development and implementation of related protocols. Ensures quality in determinations of eligibility and in dissemination of materials and information related to accessible services. This Position Supervises: + Director Operations + Director Customer Experience + Director Scheduling Education, Experience & Qualifications: + Bachelor’s Degree in Business Administration or related field + ·Seven (7) or more years of managerial/supervisory experience in transportation + One year of closely related experience can be substituted for each year of education required. Preferred: + Experience with customer outreach Knowledge & Skills: Essential: + Knowledge of ADA transportation provisions + Five (5) years managing a computerized call/dispatch center using a telephone system + Five (5) years of Trapeze PASS experience Preferred: + Knowledge of NJ TRANSIT fixed bus routes and fares preferred + Knowledge of paratransit eligibility, operations and customer service standards as it relates to FTA regulations/guidelines + Experience with project management of operational or transportation projects and/or programs + Excellent writing and communication skill Working Environment: + Must be able to travel to various locations throughout the State, including those not accessible via public transportation Physical Demands: + Sitting, Standing, Working in an office environment At NJ Transit you will enjoy a competitive salary and excellent benefits package: + Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision + Flexible Spending Account + Life Insurance + Paid Leave + Tuition Assistance + Pre-Tax Commuter Benefits Plan + Retirement Plans + 401(a) - Retirement plan with a 6% employer contribution + 401(k) - Retirement saving plan with up to an 3% company match + 457(b) - Deferred Savings Plan At NJ TRANSIT, diversity and inclusivity are vital to our success as we are committed to hiring individuals from diverse backgrounds, experiences, abilities, and veteran status. As an Equal Opportunity Employer, we encourage all qualified applicants to apply and join our team. Learn more about NJ TRANSIT! Sign up to receive an invitation to our next live information session at WWW.NJTRANSIT.COM/BEST