Operations Manager

About TransWest: We move people. We help them get to work, school, or play. From A to B, and everything in between. By shuttle, bus, charter or valet, we find creative ways to move people, business, and communities forward. We partner with some of the world's leading companies to create personalized transportation systems and hospitality experiences. We go above and beyond to remove stress in all interactions and make things a little easier for all we serve. 

Reporting to the Director of Operations, the Operations Manager for Resource Planning leads TransWest’s Dispatch and Scheduling team and is tasked with ensuring that a high-quality service is delivered to our clients. They are responsible for the day-to-today success of TransWest’s centralized dispatch service, the scheduling of front-line Drivers and quality control of the Driver check-in and check-out processes. They collaborate daily with our Program Management teams and Operations Managers on client route launches and schedule changes. Working with their scheduling team, they manage time and attendance records for all Drivers. They provide regular reporting on operational performance, payroll performance (proper account allocations) and company policy adherence. They work in partnership with multiple departments on planning, leading and executing process improvement initiatives. 

Compensation:  

• $90,000 - $120,000 / Year 
• Annual performance bonus based on company and individual goals 

Benefits:  

• Medical, Dental, Vision & Life Insurance 
• 401(k) Retirement Plan with Company Match 
• Paid Time Off (PTO) accrues in accordance with company policy and may be used for vacation, personal, or sick time. Team Members are eligible to accrue up to 80 hours (10 days) of PTO annually, with increased accrual opportunities based on years of service. 
• One paid personal day annually. 8 hours for full-time Team Members and 4 hours for part-time Team Members. 
• Holiday pay for seven Company-Observed Holidays annually 

Responsibilities: 

• Coordinate, plan, and execute operational plans for current and new service lines, including schedules, routes, vehicle and driver assignments, training, tool set up (online software, WIFI, GPS tracking etc..) and all other aspects relating to operational success. Ensure all shifts are filled daily without exception. 
• Monitor shuttle operation’s data for efficiency; identify issues of poor performance and notify leadership as needed. Ensure the Dispatch Team is working to reduce client SLAs and working to keep at the standard of 98% on-time performance. 
• Prepare standard reports weekly, monthly or as requested and develop tracking systems, KPIs (Key Performance Indicators) and other operational data as necessary. Enter data from manual operations reports, invoices or other sources into existing databases or other tracking tools. 
• Based on accurately measured Driver KPI’s, assist with the Driver Scorecard Incentive program. Partner with Operational leaders to ensure both successes and opportunities are communicated to each Driver. 
• Using coaching, counseling and field-time, work to professionally develop the Scheduling and Dispatch teams. Create and maintain a succession plan for each. 
• Responsible for accurate payroll processing, closing and ensuring all scheduling templates are accurate. 
• Update and maintain online tools to ensure accurate tracking and reporting. 
• Partner with the Safety, Training and Compliance Team to ensure Drivers are service ready, DOT compliant and that they have the proper credentials (badges) for associated accounts. 
• Provide strategic direction for the Dispatch and Scheduling Teams and oversee overall performance to ensure alignment with organizational goals. 
• Have the ability to lead Team Meetings and be a servant leader. 
• Manage multiple high-priority projects and tasks and ensure they get completed in a timely manner. 
• Other duties as assigned. 

Requirements: 

• 2+ years of experience in transportation operations, resource planning, dispatch management, workforce scheduling, or a related field. 
• 2+ years in a supervisory or management role, preferably overseeing Dispatch, Scheduling, or high-volume operational teams. 
• Proven track record in operational planning, workforce forecasting, or route launch coordination. 
• Experience partnering with cross-functional teams (Training, Safety, Compliance, Program Management, IT, Finance). 
• Prior experience managing payroll workflows, timekeeping systems, or schedule templates is strongly preferred. 
• Experience in data-driven operations, KPI development, and operational reporting required. 
• Background in transportation, logistics, shuttle/bus operations, or a DOT-regulated environment preferred. 
• Ability to be flexible in schedule to meet operational needs. This may require occasionally working outside of regularly scheduled hours 
• Must be willing to work in outside environments, which may include inclement weather 

TransWest Culture: Come join our close-knit team. We enjoy having summer BBQ’s, holiday parties, games, contests and so much more at our bus yards and in the office. 

Our Commitment to Diversity, Equity, Inclusion, and Belonging: At TransWest, we pride ourselves on building a diverse workforce and collaborative spaces where people of different lived experiences, backgrounds, abilities, and identities can thrive. Everyone on the team at TransWest emphasizes and practices our core values every day that are based on continued growth, reliability, safety, caring for our work, clients, and each other. Our commitment to diversity, equity, and inclusion is an evolving area where we will continue to listen and learn from our team members, business partners, community partners, and thought leaders to optimize our impact.