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Manager 1 - Customer Service, Dispatch, and Scheduling (Paratransit)

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Manager 1 - Customer Service, Dispatch, and Scheduling (Paratransit)

Salary

$77,977.00 - $116,964.00 Annually

Location

100 Mack Avenue, MI

Job Type

Certified-Regular Civil Service

Job Number

202504010931DOTDJ

Department

Dept of Transportation

Division

DDOT Vehicle Operation

Opening Date

10/16/2025

Closing Date

10/24/2025 11:59 AM Eastern

Bargaining Unit

9175-Transportation NonUnion

+ Description

+ Benefits

+ Questions

Description

The City of Detroit's Department of Transportation (DDOT) is currently accepting applications for a Manager I - Customer Service, Dispatch, and Scheduling for the DDOT Vehicle Operation Division.

Under general supervision, the Manager I - Customer Service, Dispatch and Scheduling is responsible for managing, organizing, and monitoring dispatch services and overseeing the customer service call center . This position is also responsible for ensuring efficient service, safety operation and adherence to paratransit services policies.

Examples of Duties

+ Manage, monitor, and evaluate staff. Make appropriate recommendations with respect to commendations, promotions, hiring, disciplinary actions and terminations.

+ Assist with preparing and monitoring department budgets.

+ Oversee the monitoring conditions affecting passenger scheduling and service delivery.

+ Assist with the development of goals, measurements, and performance standards for the delivery of efficient, economical and quality service.

+ Work with responsible personnel in the development of software upgrades, modifications, and changes to systems that affect the Transportation Department.

+ Ensure departmental compliance with state and federal regulation and compliance with department safety standards.

+ Oversee the maintenance of computerized customer service records control system.

+ Interprets and explains departmental rules and regulations to customers. Manage the maintenance of computerized customer service records control systems.

+ May represent the Paratransit Division before various boards, commission, governmental and private organizations, and others.

+ Respond, directly or through others, and/or report to work for emergencies, extreme weather conditions, or any other abnormal conditions that impair service or the safety of service, twenty-four (24) hours per day, seven (7) days per week.

Minimum Qualifications

+ Bachelor's Degree in Safety , Transportation, Business Administration, or a related field of study.

+ Minimum of five (5) years of experience in transportation or public administration, public sector management or a closely related field that includes two (2) years of experience in a supervisory capacity in a call center or dispatch environment.

Equivalent combinations of education and experience may be substituted to meet the education and experience requirements of this position.

Supplemental Information

Evaluation Plan

Interview: 70%

Evaluation of Training, Experience & Personal Qualifications: 30%

Total of Interview and Evaluation T.E.P: 100%

Additional points may be awarded for:

Veteran Points: 0 – 15 points

Detroit Residency Credit: 15 points

LRD:08/05/2025

Licensing and Certifications

Valid State of Michigan Operator’s License required.

Candidates considered for placement in this classification may be subject to a Criminal Background Investigation based on the requirements of the position.

+ Knowledge, Skills and Abilities

+ Knowledge of federal, state, and local legislation and regulations pertaining to transit service delivery and operations.

+ Considerable knowledge of The Americans with Disabilities Act (ADA), as it relates to Public Transit.

+ Considerable knowledge of the principles and practices related to Transit Operations.

+ Knowledge of the special needs of the elderly and disability transit community.

+ Intermediate skill in developing and implementing continued professional development programs for operations and maintenance staff.

+ Excellent effective oral and written communication skills.

+ Intermediate skill in developing process improvement strategies and initiatives.

+ Intermediate skill in the use of personal computers, common office software and dispatch software.

+ Skill in planning, managing, and coordinating the activities of others.

+ Ability to stay up to date on current industry knowledge and best practices relative to public transit operations.

+ Ability to assist in the preparation and monitoring of department budgets.

+ Distinguishing Characteristics

+ Physical Demands

+ The employee generally remains in a stationary position for an extended period of time operating standard office equipment which may include computers, telephones, photocopiers, fax machines, computer aided dispatch system and two-way radios The employee is expected to move about to accomplish tasks such as opening file cabinets and moving files. Must be able to lift, push, pull, and carry up to (25) pounds. The employee may drive a company or personal vehicle to visit work sites and to assist at emergencies, service disruptions, and/or other events as needed.

Work Environment

Work is performed primarily in an office environment. Some work requires travel to meetings, conferences, and other work sites with exposure to seasonal weather conditions. Must be able to work nights, weekends, and holidays.

EMPLOYMENT BENEFITS

The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:

HEALTH

+ Medical - Eligible for hospital, surgical, and prescription drug benefits.

+ Dental

+ Vision

INSURANCE

+ Life Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent.

+ Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.

PAID TIME OFF

+ Sick Leave

+ Vacation

+ Holidays

OTHER LEAVE BENEFITS

The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,

RETIREMENT BENEFITS

City Employees Retirement System

As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:

• Completion of thirty (30) years of service;

- At age sixty (60) if you have at least ten (10) years of service, or

- At age sixty-five (65) with eight (8) years of service.

• In the event of disability, other eligibility rules apply);

- An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;

• Employees are vested after ten (10) years of service, regardless of age.

ADVANCEMENT OPPORTUNITIES - Employees have many opportunities for growth and career advancement throughout all City departments and divisions.

Have a successful career with the City of Detroit. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit.

01

Please indicate your highest level of education completed:

+ High School Diploma/GED

+ Associate's Degree

+ Bachelor's Degree in unrelated field

+ Bachelor's Degree in Safety, Transportation, Business Administration, or a related field

+ PhD/J.D.

+ No Education experience

02

How many years of experience do you have in a supervisory or management capacity within transportation, public administration, or a related field in a Call Center or Dispatch environment?

+ 1 year or less

+ 2 years of experience

+ 3-5 years of experience

+ 5 or more years of experience

03

How many years of experience do you have in transportation or public administration, public sector management or a closely related field?

+ 1 year of work experience or less

+ 2-4 years of work experience

+ 5 years or more of work experience

Required Question

Employer

City of Detroit

Address

Coleman A. Young Municipal Center 2 Woodward Ave ste 316 Detroit, Michigan, 48226

Website

http://www.detroitmi.gov/Detroit-Opportunities/Find-A-Job

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