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Assistant Manager, Transit Information Center Operations

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Assistant Manager, Transit Information Center Operations

Salary

$86,632.00 - $140,608.00 Annually

Location

Minneapolis, MN

Job Type

Full-Time

Remote Employment

Flexible/Hybrid

Job Number

2025-00270

Division

Metro Transit

Department

Transit Info /Schedule Dist

Opening Date

10/10/2025

Closing Date

10/24/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

WHO WE ARE

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services.More information about us on our website. (https://metrocouncil.org/About-Us/The-Council-Who-We-Are.aspx)

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metropolitan Council’s Metro Transit Divisionis one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as a resource for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Assistant Manager - Transit Information Center Operationsis an exciting position that supports delivery of the highest level of customer service by managing, evaluating, and improving the Transit Information Center operations and staff. This position reports to the Manager, Transit Information Center Operations and directs the work of Supervisors and Lead positions to ensure that contact center staff have the tools, information, and resources needed to perform their roles exceptionally. Supporting the Transit Information Center manager, the Assistant Manager will set priorities, evaluate daily, monthly, and annual performance metrics, identify trends, and work across the agency to raise awareness to customer pain points. This position will be a primary liaison with key stakeholders across Metro Transit to ensure information is clear, accurate, and available for staff and riders.

Additionally, this position will help implement and maintain new systems that support the provision of accurate, customer-friendly information to our customers. This position will also be responsible for ensuring the accuracy of Metro Transit data used by internal systems to provide customer information. Furthermore, this position will support Transit Information projects & initiatives and assign center resources to ensure needs, goals, and vision of the department are met. Most importantly, this position will help develop and manage programs to strengthen the culture of the department and promote ongoing development and advancement.

NOTE:This position is eligible for a hybrid (both remote and onsite) telework arrangement. The candidate's permanent residence must be in Minnesota or Wisconsin.

What you would do in this job

1. Plans, assigns work, establishes priorities, monitors progress and evaluates staff performance of the Transit Information Center

+ Manage and evaluate performance of Transit Information Supervisory staff and Transit Information Center Leads

+ Coordinate department training program and support personal development plans for staff

+ Support Manager, Transit Information Center Operations in development of Transit Information Center work plan and priorities

+ Manage TIC resources in support of existing functions in the department

+ Develop and manage program to strengthen departmental culture and promote on-going development

+ Analyze data to ensure performance goals are met and continuously improved upon

2. Sets and maintains performance standards and ensures compliance with Council policies and procedures

+ Coordinate department documentation and disciplinary action

+ Act as the department disability manager

+ Determine, implement and maintain performance standards and expectations

+ Ensure compliance with Metropolitan Council leave policies and procedures

+ Maintain department policies and procedures in line with Council guidance and union contracts

3. Manage and prioritize data quality and rider feedback initiatives within Transit Information department

+ Coordinate system operations and provide trip planner, phone system etc. technical support

+ Coordinates with key stakeholders to ensure accurate information is distributed to the various downstream applications

+ Analyze stop and schedule data and lead issue identification and resolution efforts

4. Manage high priority Transit Information Center projects

+ Manage TIC resources to effectively lead and support projects that improve contact center operations

+ Manage relationships with staff in Transit Information and other departments for coordination of projects and initiatives

+ Identify deliverables and objectives for high priority Transit Information Center projects and ensure projects meet these goals

5. Support implementation of new technologies and customer communication channels in the Transit Information Center

+ Support technological upgrades and changes to the systems that the department uses

+ Coordinate training and staff support around new technology and systems

+ Ensure the continuous operation of department systems and equipment

+ Identify and document system performance issues and escalate for resolution and product roadmap prioritization

What education and experience are required for this job (minimum qualifications)

Any of the following combinations of progressively responsible work experience in transit, data analysis, technology systems management, customer service, customer-focused, and/or a closely related field and completed education in Management, Communications, Planning, or related field AND one (1) year of related lead or supervisory experience.

+ High school diploma/GED with eight (8) years of experience.

+ Associate's degree with six (6) years of experience.

+ Bachelor’s degree or higher with four (4) years of experience.

*Metropolitan Council Employees Only. Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

ProgramNumber of years of supervisory experience program counts for

Metro Transit Leadership Academy1 year

Project Management Development Program-12-month session1 year

Project Management Development Program-6-month session6 months

Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.

+ Leading Self-Personal Effectiveness Certificate

+ Leading Self-Communication Certificate

+ Leading Self-Business Skills Certificate

+ Leading Others-Preparing for Supervisor Certificate

6 months

What additional skills and experience would be helpful in this job (desired qualifications):

+ Knowledge of HASTUS enterprise scheduling software

+ Knowledge of Trip Planning Software and customer information tools

+ Knowledge of Transit Information Center operations and supervisory practices

+ Experience building workplace culture and developing staff

+ Ability to balance project and operational work

What knowledge, skills and abilities you should have within the first six months on the job:

+ Excellent written and verbal communications

+ Knowledge of regional transit system in general; specific knowledge of transit information tools, systems, and field-based activities

+ Knowledge of Transit Information systems and communication channels.

+ Knowledge of process improvement methodology and project management methodology

+ Knowledge of Metro Transit procedures and policies with specific knowledge of performance management processes and procedures

+ Knowledge of effective processes to analyze and evaluate business operations

+ Knowledge of Transit Information data, tools, and systems

+ Proficiency in Microsoft Office Suite

+ Effective communication to a variety of audiences through multiple channels

+ Performance management and coaching

+ Vendor management

+ Attention to detail

+ Effective performance coaching and evaluation

+ Work collaboratively with diverse stakeholders to identify consensus approaches

+ Use data to inform business decisions

What you can expect from us:

+ We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.

+ We encourage our employees to develop their skills through on-site training and tuition reimbursement.

+ We provide a competitive salary, excellent benefits and a good work/life balance.

+ Career advancement opportunities.

More about why you should join us! (http://metrocouncil.org/Employment/Making-A-Difference.aspx)

Additional information

Union: TMSA Grade H

FLSA Status: Exempt

Safety Sensitive: No

What your work environment would be:

You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.

What steps the recruitment process involves:

+ We review your minimum qualifications.

+ We rate your education and experience.

+ We conduct a structured panel interview.

+ We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email [email protected].

We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:

+ Guaranteed monthly retirement income through Minnesota State Retirement System pension fund

+ Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan

+ Two or more medical plans from which to choose, with employer contribution towards premiums over 80%

+ Dental insurance, life insurance and vision insurance

The following benefits are provided to all employees as part of working for the Council. You will have access to free:

+ Well@Work clinic

+ bus/rail pass valued at over $1200 per year

+ parking at many job locations

+ fitness centers at many job locations

+ Employee Assistance Program

+ extensive health and wellness programs and resources

01

Applicant Instructions: It is important thatyour application shows all relevant education and experienceyou possess. The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely, and please do not type "see resume" otherwise your application will be considered incomplete, and you will not receive further consideration for this position. The experience you indicate in your responses should also be consistent with the Work History section of this application. If you attach a resume and/or cover letter to your application, it will be reviewed at the education and experience review step. I have read and understand the above instructions regarding my application and supplemental questions.

+ Yes

+ No

02

How did youfirsthear about this job opening?

+ CareerForce Center

+ Community Event/Organization

+ Employee Referral

+ Facebook

+ Glassdoor

+ Indeed

+ Job Fair

+ LinkedIn

+ Metro Transit Bus Advertisement

+ Twitter

+ Website: governmentjobs.com

+ Website: metrocouncil.org

+ Website: metrotransit.org

+ Website: minnesotajobnetwork.com

+ Other

03

If you selected 'Other', please describe where you first heard about this job. if you selected 'Employee Referral' please enter the employee's first and last name, ID number (if known), and job title. Type N/A if not applicable.

04

Please select the following option that is most applicable to your background and experiences:

+ High school diploma/GED with at least eight (8) years of progressively responsible experience in transit, data analysis, technology systems management, customer service, customer-focused, and/or a closely related field AND at least one (1) year of related lead or supervisory experience.

+ Associate's degree in Management, Communications, Planning, or related field with at least six (6) years of progressively responsible experience in transit, data analysis, technology systems management, customer service, customer-focused, and/or a closely related field AND at least one (1) year of related lead or supervisory experience.

+ Bachelor's degree or higher in Management, Communications, Planning, or related field with at least four (4) years of progressively responsible experience in transit, data analysis, technology systems management, customer service, customer-focused, and/or a closely related field AND at least one (1) year of related lead or supervisory experience.

+ None of the Above

05

Do you have experience using Transit Information tools? If so, please describe how you have utilized these tools in the workplace and how long you have used them. If you do not have experience using Transit Information tools, please type "N/A."

06

Describe your experience building workplace culture and developing staff professionally. If you do not have this experience, please type "N/A."

07

Describe your experience managing or supervising a team. What strategies have you used to set priorities and evaluate performance? If you do not have this experience, please type "N/A".

08

Describe your experience balancing priority projects and operational work. Provide an example. If you do not have this experience, please type "N/A".

09

Please describe your experience and enthusiasm for public transit. If you do not have this experience or enthusiasm, please type "N/A".

10

Please share how you have participated in creating an equitable and diverse workplace. If you do not have this experience, type "N/A".

Required Question

Employer

Metropolitan Council

Address

390 Robert St. N.St. Paul, Minnesota, 55101

Website

https://metrocouncil.org

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