Client Operations Manager Jobs in Otis, MA (NOW HIRING)

Salary Range: $73k - $80k (commensurate with experience)

Knowledge and Experience:

• Minimum 3 years’ management experience in a fixed route transit system
• Experience with profit/ loss responsibility and accountability for safety and performance 
• Bachelor’s Degree or equivalent experience 
• Must have evidence of experience and accountability for emergency planning, incidence response and safety management in a fixed route environment. 
• Union and contract negotiation experience 
• Must have a valid MA license, CDL preferred
• Computer and data analysis experience
• Well versed on Microsoft Office 365 applications
• Positive labor relation skills and knowledge; including administration of employee discipline and labor grievances.

Skills:

• Work well as part of a team  
• Possess excellent communication and interpersonal skills 
• Fluent in English with excellent written and verbal communication skills 
• Customer-focused with the ability to inspire your team with commitment and enthusiasm 
• Exercise good judgment and creativity in decision-making 
• Interact professionally with all levels of KTA employees, client representatives, and community members 
• Must be customer-focused with the ability to inspire your team with commitment and enthusiasm 
• Will have the ability to identify and solve problems in a structured and analytical way 

Key Accountabilities:

Operational Leadership

• Manage day-to-day operations of routed transit services, ensuring on-time performance and service reliability.
• Monitor system performance metrics (e.g., on-time performance, headways, missed trips) and implement improvements.
• Oversee dispatching, service adjustments, and real-time problem resolution.
• Coordinate responses to service disruptions, emergencies, and special events.
• Ensures fleet coordination/ availability.

Staff Management

• Supervise and support frontline supervisors, radio controllers, coach operators.
• Lead hiring, training, coaching, and performance evaluation processes.
• Promote a strong safety culture and adherence to policies and procedures.
• Ensure high employee morale and support.
• Lead the Union relationship by understanding and monitoring compliance to the ratified CBA.
• •  Manage union relationships to be productive and enable win-win outcomes
  • Other duties as assigned

Safety & Compliance

• Ensure compliance with federal, state, and local transit regulations.
• Investigate accidents, incidents, and customer complaints; implement corrective actions.
• Maintain records and reporting related to safety, operations, and regulatory requirements.

Customer Experience

• Foster a customer-focused environment to enhance rider satisfaction.
• Address service complaints and coordinate improvements.
• Partner with customer service teams to resolve issues and communicate service changes.

Data & Performance Management

• Analyze operational data to identify trends and opportunities for improvement.
• Prepare operational reports and dashboards for leadership.
• Monitor technology tools (e.g., AVL/CAD systems) to improve monitoring and decision-making.

Physical Demands and Work Environment: 

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job.  Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions. 

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws. 
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact KTA-HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants. 
• Work authorization: "Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.