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Director Business Operations, Metro Integrated Command & Communications Center (MICC)

Job ID:

251025

Location:

VA - Metro Bldg At Eisenhower

Full/Part Time:

Full-Time

Posting Open-Close

11/12/2025

-

11/22/2025

Union

NRP

Regular/Temporary:

Regular

Job Description

MINIMUM QUALIFICATIONS

Education

+ Bachelor’s degree in business administration, Public Administration, Operations Management, Business Management

+ In lieu of a bachelor’s degree, a high school diploma or GED, and four (4) years of business operations administration experience, in addition to the experience stated below, will be considered

Experience

+ A minimum of ten (10) years of experience in an operational environment (e.g. transit, aviation, military, law enforcement, etc.), to include, at least, five (5) years in a management capacity over staff, responsible for the safety of large groups of people

Certification/Licensure

+ Roadway Worker protection (RWP) Certification, Level 1, within two (2) months of hire and maintained for the duration of time in role

+ Valid Driver’s License

Preferred

Master’s degree in business administration, Public Administration, Operations Management, Business Management

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations

SUMMARY

The Director, Business Operations, Metro Integrated Command & Communications Center (MICC) directs and oversees all non-operational activity within the MICC. The incumbent manages the day-to-day administration functions of the MICC to ensure that operational staff are properly equipped to execute Metro’s mission of moving the public safely and sustainably, throughout the region. This incumbent directly oversees the development, implementation, and monitoring of business processes, strategic goals, performance metrics, training, and safety requirements to ensure the MICC is best positioned to serve our customers. The incumbent understands Metro’s guiding principles and facilitates safety compliance, ownership, transparency, and inclusiveness. In addition, the Director, Business Operations upholds standards of excellence within the MICC and drives towards a culture of continuous improvement.

ESSENTIAL FUNCTIONS

+ Works in partnership with the Metro Transit Police Department (MTPD), Office of the Chief Infrastructure Officer (CIO), Department of Safety, the Offices of Quality and Customer Service, Communications and Marketing, to manage systems, initiatives and continuous improvements to safety, reliability, and customer service in rail service delivery. Responsible for MICC internal audits and quality control to promote safety within the MICC and promote continuous improvement.

+ Leads critical projects and programs, such as MICC structural or technical upgrades; design, revision and testing of new procedures; and change management initiatives to transform performance and culture to promote and uphold best practices within the MICC.

+ Manages hiring, staff development, training, succession planning and ensures performance evaluations of all staff in line with Metro’s Human Resources policies. Proactively manages employee relations and practices within the parameters of the Metro’s Human Resources policies and union contracts to retain talent within the MICC to ensure the organization is supported by qualified staff.

+ Works in conjunction with MICC senior leadership to set departmental strategy, standards, behaviors, and performance framework, closely aligned to Metro’s mission, vision and values to execute on Metro’s mission, vision, and values.

+ Prepares annual and long-range forecasts, estimates staffing and material requirements, production efficiency and the need for improved equipment to proactively manage staffing and material needs within the MICC to ensure it is properly equipped.

+ Conducts studies and investigations and acts as a trouble shooter or special project officer as directed and related to continuous improvement, the incumbent performs this function to swiftly address and resolve issues as they arise.

+ Promotes exemplary customer service through open communication, employee participation, performance management and professional development to facilitate an excellent customer experience and retention of qualified staff.

+ Works closely with the VP MICC to support a culture of continuous improvement. Assesses and monitors workload, administrative and support systems, and internal reporting relationships; identify opportunities for improvement; directs and implements changes to manage change within the MICC and execution of Metro’s mission, vision, and values.

+ Supports the SVP, MICC and the Chief Operating Officer (COO) as directed to achieve Metro’s strategic operations goals.

The** **functions** **listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment

• Personal interview

• Verification of education and experience (including certifications and licenses)

• Criminal Background Check (a criminal conviction is not an automatic bar to employment)

• Medical examination including a drug and alcohol screening (for safety sensitive positions)

• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.