Job Description

Operations Manager

Position Summary

Hope Network is seeking an experienced Operations Manager to oversee the daily coordination of our passenger transportation services, including scheduling, dispatch, customer care, compliance, and workforce management.

This role is ideal for leaders with experience in:

• Overseeing complex operations that involve scheduling, dispatch, routing, or multi-site service coordination

• Leading frontline operational teams and driving performance in fast-paced, service-focused environments

• Using operational data, KPIs, and reporting to inform decisions and improve efficiency and service delivery

• Managing field-based or logistics-style operations where reliability, safety, and customer service are critical

• Passenger transportation environments such as public transit, school bus operations, paratransit, or NEMT (preferred)

• Working within government, municipal, or grant-funded programs such as FTA or MDOT initiatives (preferred)

We are seeking leaders who thrive in people-centered operational environments and are passionate about driving continuous improvement to enhance safety, reliability, and service quality.

Key Responsibilities

As an Operations Manager, you will serve as the operational backbone of our transportation department, overseeing:

• Lead daily transportation operations, dispatch, and route scheduling
• Oversee Customer Care Center and passenger intake processes
• Supervise scheduling, dispatch, and operations staff
• Ensure compliance with FTA, MDOT, DOT, and regulatory requirements
• Monitor KPIs, operational performance metrics, and service levels
• Partner with fleet maintenance to ensure vehicle readiness and safety
• Address customer concerns and support service recovery
• Identify and implement process improvements to enhance efficiency and quality

This is a 24/7 service environment requiring flexibility and strong real-time problem-solving skills.

Qualifications

Required:

• Minimum two (2) years of supervisory or team leadership experience in an operations-driven environment.

• Demonstrated experience managing day-to-day operations, coordinating teams, and ensuring service delivery meets organizational standards and performance goals.

• Strong problem-solving and analytical skills with experience using data, KPIs, and operational metrics to inform decisions, improve processes, and drive performance.

• Experience leading process improvement initiatives, implementing operational efficiencies, and supporting continuous improvement efforts.

• Strong communication and leadership skills with the ability to motivate teams, manage performance, and collaborate across departments.

• Valid driver’s license with acceptable driving record.

Preferred:

• Bachelor’s degree in Business Administration or related field

• Experience in passenger transportation environments such as public transit, school bus, paratransit, or non-emergency medical transportation.

• Knowledge of transportation safety standards, regulatory compliance, and operational best practices.

• Experience with Transportation Management System (TMS) software

Why Join Hope Network?

Transportation is a critical part of access to healthcare, employment, and community life. At Hope Network, our operations team ensures individuals with disabilities and other barriers can safely reach the services they depend on.

You will directly impact:

• Service reliability
• Customer satisfaction
• Regulatory compliance
• Operational efficiency
• Community access and equity

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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