OVERALL DESCRIPTION

CONTROL CENTER

Responsible for managing the day-to-day operational and administrative aspects of SEPTA's multi-modal Control Center Leads and coordinates projects to accomplish Control Center goals and objectives. Ensures operations are carried out in an effective and efficient manner and works to holistically resolve service interruptions and delays with SEPTA Departments and Control Center Directors and Assistant Directors . Work with the various multi-modal Control Center Directors and Assistant Directors to develop performance and training plans, administrative SOPs, other guidance documents and protocols for all sections of the control center operation. Work as part of a team to manages all planned and emergency projects and incidents ensuring multi-modal support is provided to address service interruptions and ensures that service is restored in a manner that is safe for customers and employees. Works with the various Control Center Directors and Assistant Directors to develop emergency plans, procedures and SOPs for all sections of the Control Center operation.

SPECIFIC RESPONSIBILITIES

CONTROL CENTER

1. Establishes multi-modal Control Center goals, rules, and programs designed to improve the safety, quality, productivity, and efficiency of service and customer satisfaction. Works toward these goals through the coordination of activities with all control center groups and all other departments, divisions, and outside agencies.
2. Coordinates multi-modal Control Center and/or Command Center activities during emergencies (e.g., snow storms) and service disruptions (e.g., strike, continuing operations). Recommends and implements necessary service changes or alternative transportation plans.
3. Monitors daily activities and performance of various operational activities. Provides leadership and direction to subordinates to correct and improve problem areas and meet established goals.
4. Monitors operational performance metrics such as On-time performance, service delays, and infrastructure service failures, and works with required departments to develop strategies for continuous improvement.
5. Determines adequacy of manpower and employee training to ensure the excellent performance and oversight of scheduled passenger service.
6. Manages the multi-modal Control Center Training and Performance Assessment Programs and works with the Directors and Assistant Directors to develop strategies to maintain a high level of competency for all Control Center employees.
7.  Ensures that all employees are dealt with fairly and equitably in compliance with labor agreements and Authority policy.
8. Prepares data for the development of multi-modal Control Center budget and monitors and controls budget expenditures. 
9. Interprets Authority policy and administrative directives and establishes rules and procedures to implement them.
10. Responsible for the development, implementation, and management of programs or procedures required to enable the multi-modal Control Center to meet any assigned strategic business plan goal, or goals as defined by the Deputy Chief Operating Officer.
11. Reviews Transportation performance, analyzes and identifies trends, and recommends changes to the Deputy Chief Operating Officer, when necessary.
12. Reviews operational service reports and recommends measures to improve on-time performance.
13. Oversees the development of the Authority's Daily Reports of Operations. Responsible for conducting reviews, audits, and necessary updates to ensure accuracy of reporting and follow­ up to any operational issues.
14. Coordinates with the Control Center Information Group, ensuring the staff has all the tools, applications, and equipment needed to publish timely announcements and posts to our customer base.
15. Ensures all Customer Service issues that require the support or response from multi-modal Control Center are investigated and responded to in a timely fashion, and develops strategies within the department to minimize or eliminate repeat complaints.
16. Participates in Project Coordination Meetings, Track Outage Meetings, and ensures construction activity can be safely and efficiently performed with minimal impact to service.
17. Enforces Safety regulations and implements safety programs.
18. Performs other duties assigned.

QUALIFICATIONS AND EXPERIENCE

CONTROL CENTER

• Bachelor's Degree required, plus a minimum of ten (10) years or more of experience in management (Director-level experience or equivalent) required. 
• Experience in leading and/or managing large, complex 24/7 organizations with an operational mission set is highly preferred.
• An equivalent combination of education and experience may be considered (one (1) year of post-high school education equating to two (2) years of experience).
• Thorough knowledge of management techniques, system analysis, and change management strategies required.
• Understanding of transportation, operations, command, and/or operations centers, and emergency response is highly preferred.
• Must be comfortable with 24/7 on-call availability, and a five-day-a-week schedule may include nights and weekends based on operational needs.
• Must possess strong interpersonal skills and be able to work with the public.
• Excellent verbal and written communication skills required.
• Proficiency in personal computers and working knowledge of management information systems use and applications required.