Under the administrative direction of the Director of Operations, the Contracted Services Manager performs a wide variety of considerably complex duties, including managing services and contractors for all contracted services modes. Those services include Cherriots LIFT (ADA paratransit), Cherriots Regional (rural services), Cherriots Shop and Ride (shuttle and dial-a-ride), and the Cherriots call center. This position will manage projects to improve the performance of the contracted services programs through data analysis, contract management, technology, and process improvement. In cooperation with the Information Technology Department, this position will plan and implement upgrades to scheduling and dispatch systems. Additionally, this position manages contracted services customer service program and direct customer feedback, in partnership with contractors.
ESSENTIAL JOB FUNCTIONS:
Serves as the District’s ADA Compliance Coordinator; reviews all ADA-related complaints and provides guidance for resolution.
Develops and implements operational and resource strategies that provide cost-effective, high quality services that meet requirements of the ADA, the needs of the District, and its customers.
Oversees and manages transportation and call center service contracts. Manages the development of contract specifications and requirements for contract solicitation. Works with the Maintenance Department to oversee fleet replacement and expansion.
Analyzes operational issues through synthesis of multiple data sources that include software data, customer service information, geographic data, performance statistics, operator/employee feedback, and peer information. Reports analytical and research results to internal and external audiences.
Monitors contract compliance; develops and coordinates various compliance and tracking processes and systems; documents findings; distributes information to key District personnel and contract providers; resolves issues between contractors and the District.
Compiles, analyzes and reports customer contact information both to the District personnel and contracted providers.
Makes presentations to promote the use of the District’s contracted services programs.
Develops and monitors Contracted Services Department budget and various funding sources related to transportation delivery.
Provides other assistance and support to the Director of Operations, as needed.
REQUIRED KNOWLEDGE, ABILITIES, AND SKILLS:
Extensive knowledge of federal and state regulations related to contract administration.
Considerable knowledge of ADA laws, regulations, policies, standards, and procedures related to transportation services.
Considerable knowledge of techniques used to assist passengers requiring special mobility needs during transportation.
Considerable knowledge of safety-related principles and practices utilized in paratransit operations.
Considerable knowledge of sound administrative and supervisory practices.
Ability to communicate, both orally and in writing, with other employees and the general public, in a clear, concise, and logical manner.
Ability to communicate effectively before groups.
Ability to collect, analyze, and interpret data and recommend sound policies and practices based on that data.
Ability to act as a positive representative of the District and interact with the general public using courtesy, tact, and good judgment.
Ability to work cooperatively with others, be respectful of co-workers, and promote teamwork.
Ability to maintain confidential information.
Ability to be self-starting and proactive.
Ability to monitor budget expenditures and make recommendations for cost savings.
Ability to perform job functions in a safe manner.
Skill in using personal computers, Window-based word processing and spreadsheet applications; ability to rapidly become proficient in using computer system for statistical analysis; ability to rapidly become proficient in using paratransit software.
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor’s degree in business administration, public administration, transportation, or related field;
Five (5) years demonstrated experience in public or private transportation, with three (3) years of supervisory experience in contract management, bus transportation, or paratransit operations.
Experience in a demand response transit program within an ADA-regulated environment, serving seniors and/or people with disabilities desired.
Any satisfactory equivalent combination of related experience and training that provides required knowledge, abilities, and skills.
Ability to obtain and maintain a valid Oregon Class C driver’s license and driving record, which demonstrates adherence to safety and traffic laws and regulations.
No criminal conviction which may, in the sole judgment of the District, constitute a threat to property or the safety of others.
Working environment varies from usual office working conditions to being on the road and occasionally outdoors.
Must drive frequently to monitor contractual matters or to attend meetings.
About Salem Area Mass Transit District dba Cherriots
At Cherriots, we connect people with places through safe, friendly and reliable public transportation services. We are a dedicated team, committed to better air quality, less congestion and increased services to enhance the quality of life for the Salem-Keizer area.