Nature of work and purpose

Under the leadership of the Executive Director of Transportation, the Chief of Operations and Technology uses targeted and deliberate leadership to translate strategic plans into specific operational objectives and action. Provides direction in the management of day-to-day student transportation activities in order to fulfill objectives that are crucial to the NYCSBUS mission. Serves to assure compliance with the Service Level Agreement (SLA) with the DOE and the OPT’s Contractors’ Manual.

Responsible for the coordination of initiatives, accountability of costs, discovery of savings potential, and delivery of quality transportation service to the pupils and families of the New York City area. Plays an integral role in aligning internal operations, establishing constraints and expectations, and ensures mission control via data-driven and focused oversight and connectivity. Establishes and closely monitors the results of operational performance in key functional areas and makes decisions accordingly to enact change or recognize success. Utilizes NYCSBUS resources to promote efficiency in an elevated service model and capitalizes on modern technology capabilities in the industry instilling useful practices powered by technology expertise throughout the organization.

Duties and responsibilities

• Provides guidance and oversight in the management of daily student transportation operations that directly support the NYCSBUS mission and strategy; specifically, directs operations’ efforts to meet or exceed the applicable performance standards as established in the SLA’s Scope of Services
• Responsible for the optimization of school bus operations at depot locations; including logistics, regulation, and policy enforcement
• Responsible for establishing and maintaining a highly responsive and effective Customer Service Team
• Establishes quantitative and qualitative metrics, guidelines, and standards by which the company’s efficiency and effectiveness can be evaluated; identifies opportunities for improvement
• Continuously monitors the established set of parameters, performance metrics, and key indicators in determination of success or failure rate; decides where change may be applicable; proactively identifies areas of inefficiency, lost opportunity, and excessive costs throughout the organization; implements scalable solutions to address issues as needed
• Optimizes and scales practices to enable change as needed in a hyper-growth environment and as dependent on local circumstances
• Responsible for the oversight, management, integration, training, and maintenance of NYCSBUS technology platforms. Will oversee all technological advancements and integration into daily operations while promoting cost efficiency, accurate data tracking, and data-driven results
• Works with industry vendors to ensure that technology needs are met with best intent and designed for the best possible outcome in daily operational needs; sets expectations and provides guidance while enacting operational capability
• Partners with the Chief of Human Resources and Administration to design practices and process flows that enhance technology capability and clearly dictate accountability, expectation, and frequency of action items
• Spearheads data strategy throughout the organization; works with Area General Managers to promote data integrity via strong input and export protocols
• Develops, owns, and continuously iterates on data sets, reports, and insights that drive near-term and long-term decision making across the organization; delivers forecast, pipeline and performance metrics reports, ensures that data flows accurately between systems and can be easily accessed so the executive team can make informed decisions
• Integrates team building, motivation and productivity initiatives at individual depot locations
• Maintains morale among operations; promotes attendance, performance, and enthusiasm for the NYCSBUS mission
• Critically evaluates current processes and tools, overhauls as necessary to drive efficiencies and improve performance
• Reviews, analyzes, and evaluates business procedures with the members of the executive team
• Oversees purchasing and partners with the Chief of Finance and Accounting to promote cost-efficiency, best practice procurement tactics, and local partnerships
• Communicates and explains new directives, policies, or procedures to Area General Managers for major changes; holds all staff meetings as required or offers individual attention as needed
• Largely focuses on service delivery and is responsible for the consistent and reliable service for all customers; implements directives, motivation, or incentives to meet service goals as needed
• Frequently reviews employee productivity, performance evaluations, and assists the Chief of Human Resources and Administration in the streamlining of information and management of employees
• Projects a positive image of the organization to employees, customers, industry, and community
• Assists the Executive Director and the NYCSBUS Board in other assignments as needed