Transit Chief - Rail Service Quality

About the position

King County Metro Transit's Rail Operations Section has an exciting opportunity for a Career Service Link Light Rail Operations Service Quality (SQ) Chief (Transit Chief - Rail Operations). This leadership role requires the ability to communicate effectively with a diverse employee workgroup, proactively solve problems that impact service delivery, provide quality customer service, and motivate employees through building respect and trust. SQ Chiefs promote teamwork and resolve conflicts that arise, promoting a cooperative environment, and effective communication. SQ Chiefs are proactive in facilitating good working relationships, demonstrating cooperative interactions, and promoting teamwork with new members, facilitating inclusion, and demonstrating flexibility in accomplishing shared goals. Our SQ Chiefs demonstrate support for the goals of the organization in providing quality public service and collaboratively working with other sections and departments while recognizing the value of diversity of opinion, culture, and perspective. This recruitment will immediately fill one (1) Career Service and may create an eligibility list to fill future Career Service that may occur in the next year, at the discretion of the hiring managers.

Responsibilities

• Supervise and direct the work of Rail supervisors, exhibiting positive leadership and role modeling, encouraging and supporting staff development and training, and conducting performance evaluations.
• Develop and implement programs to manage employee performance, including providing progressive discipline, taking disciplinary action, and making referrals to training.
• Address specific employee performance deficiencies: counsel, direct, assist the employee in problem solving the deficiencies, establish and communicate performance expectations.
• Conduct grievance hearings and make decisions regarding resolution of grievances.
• Investigate and resolve customer complaints; mitigate high-profile service delivery issues with elected officials, other agencies, and the public.
• Apply consistent guidance and decision-making in consideration of applicable labor agreements, King County personnel guidelines, and established Metro Transit Division (MTD) and Rail policies and procedures.
• Establish and maintain a collaborative and effective labor relations environment, ensuring that daily operations and personnel actions conform with the terms of negotiated labor agreements.
• Investigate and respond to allegations of employee misconduct, and determine and administer appropriate discipline and/or corrective actions.
• Lead workforce planning to ensure that adequate staff exists to meet scheduling requirements; ensure coverage for planned absences; ensure timely and accurate payroll/timesheet approval for direct reports.
• Investigate, advise, or participate in activities to resolve investigations, grievances, customer complaints, and/or safety concerns.
• Effectively collaborate and communicate with internal and external groups within King County Metro, union officers and stewards, community partners, and outside entities.
• Use project management skills to lead or participate in projects as assigned.
• Implement safety-related initiatives within the section, and make safety and security recommendations to upper management.
• Work with others to anticipate, identify, and implement opportunities for service quality, workplace, and business process improvements.
• Work may require remaining available for work 24 hours per day during rotational assignments as on-call Operations Chief and reporting for extended duty during adverse weather events and other emergencies.

Requirements

• Increasingly responsible public transit-related experience, including at least 2 years of management or supervisory experience, showcasing demonstrated decisiveness, good judgment, integrity, and a strong commitment to equity and fairness.
• Proven ability to be a productive and collaborative team member who values diversity of opinions, perspectives, backgrounds, experiences, and cultures.
• Demonstrated knowledge, experience, and/or ability to effectively manage transit operational situations and emergencies.
• A high level of attention to detail and efficiency in the completion of sensitive tasks.
• Analytical skills that indicate an ability to determine staffing levels and the effectiveness of work systems, programs, and strategies.
• The ability to coach and mentor Rail supervisors toward performance improvement.
• Time management skills that demonstrate the ability to manage competing priorities, multiple projects, and daily responsibilities effectively.
• Demonstrated ability to model customer service skills that represent Metro's commitment to customer service.
• Demonstrated ability to research and utilize multiple sources of information to draw logical conclusions using basic data analysis methods.
• Effective communication skills, both written and oral, that mirror Metro's expectations and values.
• Basic working knowledge of programs and software that may include MS Office suite (including Outlook, Word, and Excel), PowerPoint.

Nice-to-haves

• Relevant emergency management certifications and/or other relevant training and/or certification in applying emergency management principles (such as FEMA/ISO).
• Creation of curriculum design and/or experience in an adult learning environment.
• Working knowledge of basic human resources principles and practices as they relate to hiring and employee management.
• Experience working within, managing, or supervising a unionized workforce and the grievance process.
• Knowledge of the regulatory and statutory requirements that govern Rail operations and delivery of mass transit services.
• Working knowledge of King County Metro Transit Rail Operations.
• Project management training and/or experience.
• Basic working knowledge of programs and software including Power BI, HASTUS, and Fatfield.

Benefits

• Excellent medical, dental, and vision coverage options.
• Life and disability insurance.
• Retirement plan participation through the Washington State Department of Retirement Systems.
• Transportation program and ORCA transit pass.
• 12 paid holidays each year plus two personal holidays.
• Generous vacation and paid sick leave.
• Paid parental, family and medical, and volunteer leaves.
• Flexible Spending Account.
• Wellness programs.
• Onsite activity centers.
• Employee Giving Program.
• Employee assistance programs.
• Flexible schedules and telecommuting options, depending on position.
• Training and career development programs.