Description and Essential Functions

The Downtown Transit Center (DTC) Manager is responsible for the overall operation of the DTC and supporting riders participating in a variety of transit programs. The incumbent will need to work independently to both resolve time-sensitive issues and guide long-term projects and programs involving the DTC, riders, and employees.

Supervision of Station Service Representatives (SSR) and Security Coordinator

The incumbent will supervise the SSRs and the Security Coordinator. This will include scheduling, training, evaluating, coaching, providing input on hiring, and providing input on disciplinary matters. The incumbent will ensure that SSRs and the Security Coordinator work professionally and respectfully with riders, the general public, and other employees. The incumbent will also ensure staff coverage when the DTC is open, which will include them serving in the SSR role, as necessary.

Management of DTC

The incumbent will be responsible for the DTC facility and the use of the facility by the public.

• The incumbent will ensure the DTC operates in accordance with the Americans with Disabilities Act (ADA) and Title VI so that riders, the general public, and employees are free from discrimination.
• The incumbent will work with the Security Coordinator, Urban Operations Manager, and Operations Supervisors to create a safe environment.
• The incumbent will work with the Urban Operations Manager to ensure the driver break area meets the needs of drivers.
• The incumbent will work with the Urban Operations Manager and the Rider Experience Director regarding signage and other customer prompts to inform the public of how to use GMT service.
• The incumbent will work in coordination with the GMT Facilities Manager to ensure the building is safe and in good working order. This will include scheduling and arranging outside contracts to provide facility repairs, maintenance, and cleaning as directed by the GMT Facilities Manager.
• The incumbent and SSRs will ensure that the DTC is neat and orderly. This may require light janitorial work, such as sweeping and trash removal. This will require coordination with GMT janitorial staff for deeper cleaning functions, such as mopping, cleanup of hazardous materials, etc.
• The incumbent will ensure that they, the SSRS, and the Security Coordinator are prepared to respond to emergency situations, including requesting emergency medical, fire, and police support.
• The incumbent will manage basic office systems at the DTC, to include ordering supplies and assisting the GMT IT Coordinator in maintaining information systems used at the location, to include point of sale equipment.
• The incumbent will oversee food and beverage vending, whether through machines or via an outside contractor.

Customer Service Support

The incumbent and the SSRs working on their behalf will assist customers accessing GMT services, including answering questions and resolving transit-related matters, which may occur in person, on the phone, and via email. The incumbent will also be on the team that receives and responds to general inquiries from the public, in coordination with other Rider Experience Department staff. The incumbent will assist urban riders with complex transportation needs that can not be met by the SSRs.

ADA Program Support

The incumbent may assist with the operation and management of the GMT urban ADA program. This could include collecting and distributing materials from riders and conducting assessments.

Human Services Coordination

The incumbent will establish working relationships with the local human service providers that assist the riding population, to include coordinating with the Finance Department for bulk pass sales to organizations that purchase fare media. In coordination with the Rider Experience Director, the incumbent will seek opportunities to use the DTC as a community resource.

Lost and Found Management

The incumbent will manage GMT’s urban lost and found system.
 

Qualifications

Education and/or Experience:

• Bachelor’s Degree or higher in a field related to supporting customers or the public and one (1) year experience as a supervisor; or
• Associate degree or higher in a field related to supporting customers or the public and one (3) years experience as a supervisor; or
• Five (5) years of experience supervising in a customer service, public-facing, or human services setting.

Essential Job Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Essential duties are performed with or without reasonable accommodations.

• Must demonstrate good judgment.
• Must demonstrate high level interpersonal skills, to include deescalating individuals who are angry or experiencing a medical event.
• Must be self-organized and able to work towards organizational goals without daily guidance from their supervisor.
• Must understand the basic principles of supervision, including maintaining a high level of confidentiality.
• Must be able to interpret written guidance and apply it to real-world operations.
• Must be able to maintain effective working relationships with riders, the general public, employees, and external partners/stakeholders.
• Must be able to effectively communicate with the riders, the general public, employees, and partners in person, over the phone, or via email.
• Must be able to effectively use office technology and train SSRs in the use of office technology. This includes but is not limited to phone systems, copiers/printers/fax machines, and computers. For computers, the incumbent must be well versed in email, word processing software, spreadsheet software, and using shared resources, such as Google Documents.

Benefits

• Wage: Salary range is $66,560 to $79,960 for this exempt position. 
• Time: 8.67 hours of paid time off accrued per pay period; equivalent to 5+ weeks off.
• Health: 92.5% paid health care coverage by GMT including medical, dental, vision, and prescription. 100% paid premiums for Short-Term Disability and Long-Term Disability by GMT.
• Savings: GMT offers 457 Retirement Plans. After one year, employees who contribute of 3% will be matched by GMT at 5% and employees who contribute 5% will be matched by GMT at 7%.
• Wellness: Discounted membership to The Edge Sports & Fitness Centers.

This job description is not intended to be a complete statement of the position; it is intended merely to be a guide to the general work to be performed.

GMT is committed to providing a workplace that includes people of diverse backgrounds and fully utilizes their talents to achieve its mission. GMT believes that an inclusive and diverse workplace culture enhances the performance of our organization and our ability to fulfill the agency’s mission.

GMT is an equal employment opportunities (EEO) employer to all employees and applicants for employment without regard to political or religious affiliation, race, color, national origin, place of birth, ancestry, age, sex, sexual orientation, gender identity, marital status, crime victim status, veteran status, disability, HIV positive status, or genetic information in employment or the provision of services. In addition to federal law requirements, GMT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.