The Service Design and Performance Manager is responsible for leading the design, planning, and implementation of transit services to meet the mobility needs of the community. This role involves strategic planning, service evaluation, and continuous improvement of transit routes, schedules, and service delivery. The manager will collaborate with internal teams, external stakeholders, and the public to develop and implement effective transit service plans that align with organizational goals and community needs.
ESSENTIAL FUNCTIONS
The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
Develop and manage the design and planning of new and existing multi-modal transit services within and beyond the current DCTA service area, including demand response capacity planning, fixed route bus planning, scheduling, and service optimization.
Lead development of cost and service capacity models and coordinate across the Planning, Finance, and Operations department to ensure alignment and prepare executive summaries for briefings to the Chief Executive Officer and the Board of Directors.
Lead discussion with external stakeholders including the North Central Texas Council of Governments, current and future contracted services cities, and others to develop plans for new services, extension of existing services, or transition contracted services cities to membership. This includes formulation and negotiation of Interlocal Agreements, Funding Agreements, and others that may be required between the parties.
Conduct service evaluations and ridership analyses of existing services to identify opportunities for improvement and ensure service efficiency.
Create and revise multi-modal transit services including bus routes and schedules, complementary micro-transit services, based on ridership potential, community needs, demographic changes, and operational constraints.
Conduct comparative analysis of alternative transit service plans focusing on cost, capital and vehicle requirements, manpower, accessibility, and community support.,
Lead the development of transit development plans (5 year) and long-term (up to 20 year) transit service plans for DCTA and contracted services cities that align with the organization’s strategic goals and regional transportation plans.
Analyze trends in transportation, urban development, and population growth to inform service planning.
Work with senior management to develop policies and strategies that enhance the transit system's effectiveness and accessibility.
Collaborate with internal departments, including operations, maintenance and facilities, finance, marketing and community relations, governmental relations, and customer service, to ensure cohesive service delivery.
Engage with external stakeholders, including local governments, regional councils of government, transit authorities, educational organizations, and community and business groups, to gather input and build consensus on transit service plans.
Represent the organization in public meetings, presenting transit service plans and gathering feedback from the community.
Utilize data analytics and geospatial tools to monitor service performance, including ridership trends, on-time performance, and customer satisfaction.
Prepare and present reports on service performance, including recommendations for service changes or enhancements.
Monitor key performance indicators (KPIs) to ensure that transit services meet organizational goals and customer expectations.
Develop and manage the budget for transit service planning, ensuring efficient use of resources.
Identify funding opportunities, including grants and partnerships, to support service improvements and expansions.
Oversee procurement processes related to transit service planning and design, including contracts for consulting services and software tools.
Ensure that transit service plans comply with local, state, and federal regulations, including accessibility standards and environmental requirements.
Work with legal and compliance teams to navigate regulatory challenges and secure necessary approvals for service changes.
QUALIFICATION GUIDELINES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Where applicable, an equivalent combination of education and experience may be considered in lieu of education/experience listed below.
Education & Experience:(where applicable, an equivalent combination of education and experience may be considered)
Bachelor’s degree in Urban Planning, Transportation Engineering, Public Administration, or a related field.
5-7 years of experience in transit planning, service design, or a related field, with at least 3 years in a leadership or managerial role. Master’s in Urban, Regional, or City Planning, Public Administration or Transportation Engineering may replace two years of professional experience.
Experience in working with Geographic Information Systems (GIS), transit scheduling software, and data analysis tools, survey and Census data.
Proven track record in developing and implementing successful transit service plans.
Special Requirements: Hold a current valid Texas Driver’s License or have the ability to obtain one upon entry into the position.
Knowledge of:
Strong analytical and problem-solving skills, with the ability to interpret complex data and make data-driven decisions.
Excellent communication and interpersonal skills, with experience in stakeholder and Board of Directors engagement and public presentations.
Proficiency in project management, with the ability to manage multiple projects simultaneously and meet deadlines.
In-depth knowledge of transit planning principles, service design methodologies, and best practices in public transportation.
Familiarity with federal, state, and local regulations governing transit operations, including the Americans with Disabilities Act (ADA), federal grants, and National Transit Database requirements.
Understanding of the social, economic, and environmental factors that influence transit service design.
Transit specific knowledge (transit infrastructure, regulatory and grant requirements, operational impacts, and public transit funding
Contract management (procurement processes, change management, legal and ethical standards)
Microsoft Office suite including Word, Excel, Outlook, and PowerPoint
Microsoft Access preferred
Web-based fixed route and scheduling applications preferred
Principles and practices of transit operations, planning, and service development preferred
Ability to:
Work independently to perform a variety of functions and manage multiple projects at one time while working in a dynamic environment with changing priorities to meet established deadlines
Possess an influential and welcoming communication style
Demonstrate a professional level of expertise and high level of discretion and judgement to support and inform decision making processes
Establish cooperative working relationships and communicate effectively and sensitively with all levels of staff, both verbally and in writing
Exhibit strong problem-solving skills and exceptional customer service orientation
Ability to get along with others, individually and in a large group. Has the desire to care for the organization’s well-being and for the co-workers he/she interacts with. Interested in partaking in group development and team building activities
Be open to collaborate and work in a team-oriented and helping environment
Possess a positive attitude, and ability to practice good judgement, while open to receiving/providing feedback
Foster a culture that values critical thinking and problem solving; and encourages constructive feedback, engagement, inclusion, and diversity at all levels
The ideal candidate will:
Possess a positive attitude, and practices good judgement, while open to receiving/providing feedback
Hold the ability to get along with others, individually and in a large group. Has the desire to care for the organization’s well-being and for the co-workers he/she interacts with. Interested in partaking in group development and team building activities
Be open to collaborate and work in a team-oriented and helping environment
Possess an influential and welcoming communication style
Foster a culture that values critical thinking and problem solving; and encourages constructive feedback, engagement, inclusion, and diversity at all levels
PHYSICAL ACTIVITIES
Physical activities include, but are not limited to: on a continuous basis, sitting at a desk for long periods of time; researching information both in written form and on the computer; using a computer and monitor for long periods of time; intermittently twisting and reaching for office equipment; writing or using keyboard to communicate through written means; lifting light weight; reaching above the waist and reaching below the waist; repetitive motion and fingering when using computer keyboard; and talking and hearing when dealing with internal and external customers; riding buses and trains, conducting onboard surveys, and conducting field work. The essential functions of this position require the daily use of a computer and telephone and are performed in an office environment.
Come be a part of an amazing team working to move the people of the 6th largest growing county in the United States!
Additional perks and benefits that accompany full-time employment with DCTA:
One 8-hour paid day off for your birthday.
Employee portions of Medical and Dental benefits are 100% paid by the employer.
If you have utilized a Proportionate Retirement Program in the past, the service time transfers to DCTA’s retirement system, TCDRS. The following systems apply:
Texas Municipal Retirement System (TMRS)
Employees Retirement System (ERS)
Judicial Retirement System of Texas (JRS)
Teacher Retirement System of Texas (TRS)
City of Austin Employees Retirement System (COAERS)
Expanding time-off accruals: 12 days of vacation time accrued for the first year, increasing by one day each year, with a max of 17 days annually. Additionally, employees earn 12 days of sick time each year, 1 personal day, 2 floating holidays, 1 birthday, 9 fixed holidays, and the ability to earn two additional days off through the Wellness Program.
Regional transit passes (bus and rail) for you and your immediate family.
DCTA strives to continually improve our Servant Leadership culture. We pride ourselves in having an open, caring, and communicative community of employees, with the drive to help build each other up.
Extensive Wellness Program, including several opportunities to volunteer with the agency, sporadic lunch and learn events, chair massages, the potential to earn two extra days off each year, and continual efforts to improve wellness throughout the agency.
***DCTA IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER***
Come be a part of an amazing team working to provide transportation to the people of the 6th largest growing county in the United States! At Denton County Transportation Authority, we are committed to improving mobility, air quality, economic development and livability in the areas we serve. We provide multi-modal transportation options for Denton County, Texas.