Assist. Mgr, TRIP Operations

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metropolitan Council's Metro Transit Division is one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as a resource for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

Metro Transit is seeking an Assistant Manager -Transit Rider Investment Program (TRIP), must ensure that the TRIP Department policies & procedures adhere to TRIP program requirements as defined in MN State Statute, demonstrate directly plans, coordinates, and manages the daily activities and operational expectations of TRIP agents while focusing on the appropriate level of engagement, education, and resource opportunities for the customer.

This position will coordinate oversight for partnerships with rail operations, bus operations, Metro Transit police, Transit Service Intervention Project (TSIP) and other public safety agencies while guiding, administering policies, establishing departmental priorities, and managing projects and staff to improve the customer experience that preserve public transit for the public good.

1. Provide daily direction and oversight to TRIP agents regarding policies and operations procedures to ensure a safe and reliable customer experience throughout the region.

• Monitor productivity of TRIP agents in the areas of fare inspection, fare non-compliance citations, and rider contacts.
• Create the appropriate metrics to monitor effectiveness of the presence and engagement of TRIP agents.
• Conduct debrief sessions after special events, critical incidents, etc.
• Assist with annual department goals using the Metro Transit goals as a guideline.
• Provide staff with the appropriate level of technology to be able to complete reports such as facility condition reports, customer surveys, etc. as required or directed.

2. Establish rules, standards and discipline, and evaluate the performance of TRIP agents.

• Define areas of the TRIP agent's job description that need specific criteria for a consistent method of direction and measurement.
• Work with employees to establish annual goals.
• Conduct quarterly reviews.
• Give timely feedback to employees.
• Document employee performance consistently.
• Provide coaching, training, and ongoing development as well as corrective action, work improvement plans, and discipline as required.

3. Recruit, select, train, and develop TRIP agents.

• Preview candidates' applications.
• Create and monitor pre-employment testing.
• Grade, score, and interview potential candidates.
• Provide staff with the appropriate level of training regarding:

4. Coordinate with internal and external stakeholders, understanding scheduled events, impromptu events, service changes, and outreach projects that will require the participation of the TRIP agents.

• Establish relations with internal department heads, private, and public sector officials.
• Understand the scope of the project/event.
• Ensure the needs of the customers are considered and met during projects and events.
• Plan and coordinate for TRIP agents to assist with special events, detours, and any related security events.

5. Coordinate the scheduling of the TRIP agents to maintain appropriate levels of coverage and substitute staff as needed.

• Understand the ATU contract, TMSA contract, and any private service provider as appropriate.
• Stay abreast of all the daily operations, outreach needs, and events in the region's service area.
• Work with other stakeholders (i.e., TRIP manager, Transit Service Intervention Project/TSIP, MTPD, Customer Relations, employees, executive leadership, external stakeholders) to evaluate deployment strategies and adjust as needed.

6. Coordinate scheduling of the TRIP agents to maintain appropriate levels of coverage and substitute staff as needed.

• Coordinate with Customer Relations and Transit Information to ensure that service information impacting transit is communicated with customers by TRIP Agents to the public in an efficient and understanding manner.
  • Manage the agents' schedule and augment it when required due to illness, excused absences, etc.
• Ensure continuity and accuracy of the above information and communications with other Metro Transit departments.

7. Perform related duties as apparent or assigned. This position will require on call time, rotating schedule within the department of call time.

Education and Experience

• Bachelor's degree or higher in Business Administration, Transportation, public safety, or related field
• At least four (4) years of progressive, responsible experience in transit, transportation, public safety, security, or similarly related field
• At least one (1) year must be of verifiable lead/supervisory experience. Successful completion of a leadership or supervisory training program may substitute for one (1) year lead or supervisory experience.

• Associate's degree in above listed degrees or related field and six (6) years of above listed experience. At least one (1) year must be of verifiable lead/supervisory experience. Successful completion of a leadership or supervisory training program may substitute for one (1) year lead or supervisory experience.
• High school diploma/GED and eight (8) years of above listed experience. At least one (1) year must be of verifiable lead/supervisory experience. Successful completion of a leadership or supervisory training program may substitute for one (1) year lead or supervisory experience.

• Valid driver's license and acceptable driving record.

• Knowledge of management practices, principles of supervision.
• Knowledge of federal, state, and local laws regulating public transportation.
• Knowledge of EEO policy.
• Strong written, verbal, and communication skills.
• Problem analysis and resolution skills.
• Presentation skills for a high-level audience in both individual and large groups.
• Ability to operate personal computer and supporting software applications including, Windows NT, Microsoft Office, HASTUS, iDash, etc.
• Ability to write routine reports and correspondence.
• Ability to establish and maintain effective working relationships with multiple departments and groups: customers, government officials, service providers, and coworkers.
• Promotes an equitable, positive and respectful work environment that values cultural and diversity among all employees.
• Ability to enforce established policies and procedures.
• Ability to manage and empathize with employee situations, setbacks and adversity
• Ability to manage and prioritize several projects and tasks simultaneously.
• Ability to utilize leadership principles that align with those of the Metropolitan Council.

Union/Grade: TMSA Grade H
FLSA Status: Exempt
Safety Sensitive: Yes, subject to random Non-DOT drug tests.

Work Environment: Position works in an office environment. Ability to work non-standard hours, be required to change scheduled days off and assignments on short notice. Some travel to other facilities is required. Up to one third of the time this position works near moving parts or equipment, exposed to fumes or airborne particles, outdoor weather conditions and moderate noise.

Work Environment: Position works in an office environment. Ability to work non-standard hours, be required to change scheduled days off and assignments on short notice. Some travel to other facilities is required. Up to one third of the time this position works near moving parts or equipment, exposed to fumes or airborne particles, outdoor weather conditions and moderate noise.

1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.