Manager of Operations Performance & Analytics

DIVISION: Operations

CLOSING DATE/TIME: Until Filled

LOCATION: 4305 East 21st Ave., Tampa, FL 33605

SALARY RANGE: $71,589.42 - $83,962.90

POSITION PURPOSE:

Under the general direction of the Chief Operating Officer, the Manager of Operations Performance & Analytics is responsible for leading the Operations Division’s performance-management, analytics, and management-reporting processes.

The position provides the COO and Operations leadership with timely, accurate, and actionable information regarding operational performance, staffing, attendance, productivity, operating costs, and key initiatives. The Manager works across Operations to consolidate and analyze information, identify trends and underlying cost and performance drivers, evaluate root causes, and develop recommendations that support improved service delivery, operational efficiency, and management decision-making.

The position owns the recurring Operations performance-management process, including monthly operational reporting and quarterly performance reviews, and provides business-owner oversight of capital projects and strategic initiatives impacting Operations. The Manager works collaboratively with Operations leadership, Finance, Human Resources, the Project Management Office, Information Technology, and other departments to monitor performance, identify risks, track corrective actions, and ensure appropriate follow-through and accountability. This position is distinguished from the Operations Analyst by its broader management-level responsibility for the performance-management process, interpretation of operational and financial results, cross-functional coordination, capital-project oversight, recommendations to executive leadership, and accountability for follow-through, rather than primarily producing reports and analysis.

ESSENTIAL JOB FUNCTIONS:

Operations Performance Management

• Lead and manage the monthly Operations performance-reporting process for the Chief Operating Officer and Operations leadership.
• Develop, maintain, and continuously improve an integrated Operations performance framework incorporating key operational, workforce, financial, and service-performance measures.
• Monitor and report on key performance indicators including, but not limited to:
• On-Time Performance;
• Scheduled Service Delivery;
• Overtime;
• Employee time off and absenteeism;
• Staffing levels;
• Vacancies;
• Productivity;
• Service and operational efficiency measures; and
• Other Operations KPIs established by executive leadership.
• Develop dashboards, scorecards, trend reports, forecasts, and executive-level presentations that clearly communicate operational performance.
• Establish consistent definitions, reporting methodologies, and data standards for Operations performance measures.
• Review information for completeness, reliability, accuracy, and consistency before presentation to executive leadership.
• Identify emerging performance issues, adverse trends, and areas requiring management attention.

Cost & Performance Analysis

• Analyze relationships among staffing, vacancies, attendance, overtime, service delivery, productivity, and operating costs.
• Identify key operational cost drivers and evaluate the financial and service impacts of operational decisions and performance trends.
• Conduct variance, trend, root-cause, and comparative analyses to identify opportunities for improved efficiency and service performance.
• Develop forecasts and scenario analyses to support staffing, service, budget, and operational decision-making.
• Translate complex operational and financial data into clear conclusions, management implications, and actionable recommendations.
• Partner with Finance and Operations leadership to strengthen understanding of budget-to-actual performance and operational cost drivers.
• Conduct special studies and analyses at the direction of the COO.

Quarterly Performance Reviews

• Lead preparation and coordination of quarterly Operations performance reviews.
• Develop comprehensive quarterly reporting that identifies:
• Performance trends;
• Forecasts;
• Root causes;
• Operational risks;
• Areas requiring corrective action;
• Progress against established goals; and
• Recommendations for improvement.

• Work with Operations leaders to identify corrective actions where performance is below expectations.
• Establish action owners, milestones, and target completion dates associated with performance-improvement initiatives.
• Monitor progress and elevate unresolved or recurring issues to the COO as appropriate.
• Maintain historical performance information to support year-over-year comparisons, benchmarking, and continuous improvement.

Operations Capital Projects & Strategic Initiatives

• Maintain a consolidated management-level view of capital projects and strategic initiatives for which Operations serves as the business owner or primary stakeholder.
• Work collaboratively with Operations project sponsors, project managers, the Project Management Office, Finance, Procurement, IT, Maintenance, and other stakeholders to monitor project status.
• Track project milestones, dependencies, risks, operational impacts, readiness activities, outstanding decisions, and items requiring executive attention.
• Provide the COO with routine reporting on the status of Operations-related capital projects and strategic initiatives.
• Identify projects or initiatives at risk of schedule, budget, implementation, or operational-readiness impacts and elevate concerns in a timely manner.
• Support Operations leadership in defining operational requirements and ensuring appropriate business-owner participation throughout project development and implementation.
• Monitor operational-readiness activities associated with implementation of new facilities, systems, technology, equipment, or service initiatives.
• Coordinate with the PMO while maintaining a clear distinction between formal project-management responsibilities and Operations' responsibility as the business owner.

Accountability & Continuous Improvement

• Maintain a centralized tracking process for commitments, corrective actions, performance-improvement initiatives, and executive decisions arising from Operations performance reviews.
• Follow up with responsible managers regarding outstanding actions, milestones, and deliverables.
• Identify recurring or systemic operational issues and recommend process improvements.
• Facilitate cross-functional discussions necessary to resolve performance or implementation issues.
• Assist Operations leadership in developing performance targets and measures aligned with HART's organizational goals and strategic priorities.
• Promote a culture of data-driven decision-making, accountability, and continuous improvement throughout Operations.
• Develop and maintain standard operating procedures, business processes, reporting calendars, and documentation supporting the Operations performance-management process.

Data, Reporting & Systems

• Collect, analyze, and synthesize information from multiple operational, workforce, financial, and enterprise systems.
• Develop and maintain reports, dashboards, queries, and analytical tools necessary to support Operations management.
• Work collaboratively with IT and business-system owners to improve data availability, quality, integration, and reporting capabilities.
• Conduct data-quality reviews and reconcile discrepancies among source systems when necessary.
• Identify opportunities to automate recurring reports and reduce manual data collection.
• Maintain appropriate documentation of calculations, definitions, assumptions, and data sources used in management reporting.

Executive & Organizational Support

• Prepare concise executive summaries, briefing materials, presentations, reports, and recommendations for the COO.
• Present performance findings and analysis to Operations leadership and other internal stakeholders.
• Support development of materials for executive leadership, Board presentations, budget development, strategic planning, and other organizational initiatives as assigned.
• Serve as a liaison between Operations and other HART departments on matters involving operational performance, analytics, reporting, and strategic initiatives.
• Participate in departmental and organizational committees, working groups, and special projects as assigned.

MARGINAL FUNCTIONS:

• Performs other work-related duties, special projects, assignments, and analytical activities as assigned by the Chief Operating Officer.

SUPERVISORY RESPONSIBILITIES:

This position does not currently have direct supervisory responsibility; however, the position provides functional leadership and coordination across Operations for performance reporting, corrective-action tracking, analytics, and Operations-related capital-project oversight.

The incumbent is expected to exercise significant independent judgment, influence cross-functional activities, establish reporting expectations and timelines, and coordinate work with managers and subject-matter experts throughout the organization.

REQUIREMENTS:

Education and Experience:

• Bachelor’s degree from an accredited college or university in Business Administration, Public Administration, Finance, Accounting, Economics, Data Analytics, Statistics, Transportation, or a related field. An equivalent combination of relevant education, training, and progressively responsible experience that demonstrates the knowledge, skills, and abilities required for the position may be considered.
• Minimum of five (5) years of progressively responsible professional experience in operations analysis, performance management, business analytics, financial analysis, transportation operations, project/program oversight, or a closely related field.
• Demonstrated experience analyzing complex operational and/or financial information and developing recommendations for management decision-making.
• Experience developing management dashboards, performance reports, forecasts, and executive-level presentations.
• Experience leading cross-functional initiatives, performance-improvement efforts, or project/program coordination.
• Experience in public transportation, government, or another complex operational environment is preferred.
• Experience with capital projects, project management, operational readiness, or business-owner project oversight is preferred.
• An equivalent combination of education and experience may be considered in lieu of the above requirements.

Machines, Tools, & Equipment Used:

• Computer and standard office equipment.
• Microsoft Office applications and other data-analysis, reporting, visualization, project-management, financial, workforce, and transit-management systems utilized by HART.

Licenses/Certifications:

• Project management, data analytics, performance management, Lean/Six Sigma, or related professional certification is desirable but not required.

QUALIFICATIONS:

Knowledge of:

• Performance-management principles and practices.
• Operational performance measurement and key performance indicators.
• Data analysis, trend analysis, forecasting, and root-cause analysis.
• Cost-driver and financial analysis.
• Public-sector and/or transit operations.
• Business-process improvement and performance-improvement methodologies.
• Capital-project and project-management principles.
• Operational-readiness planning.
• Budget development, monitoring, and variance analysis.
• Data governance and quality-control principles.
• Standard operating procedures and internal controls.
• Principles of organizational accountability and continuous improvement.

Skill in:

• Advanced data analysis and interpretation.
• Developing executive-level dashboards, scorecards, reports, and presentations.
• Microsoft Excel, including advanced formulas, pivot tables, lookups, data analysis, and graphical presentation.
• Microsoft Word, PowerPoint, and other applicable business applications.
• Querying and analyzing information from multiple databases and enterprise systems.
• Translating complex quantitative information into concise, understandable management information.
• Identifying trends, relationships, anomalies, and underlying causes.
• Preparing clear, concise, accurate, and persuasive written reports and recommendations.
• Organizing and managing multiple priorities, deadlines, and cross-functional initiatives.

Ability to:

• Exercise independent judgment in evaluating operational performance and identifying issues requiring management attention.
• Think beyond reporting results to identify why performance is occurring and what management actions may be necessary.
• Understand relationships between workforce availability, overtime, service delivery, productivity, and cost.
• Communicate effectively with executive leadership, managers, professional staff, and technical personnel.
• Facilitate discussions involving multiple departments and competing priorities.
• Develop recommendations and present findings objectively.
• Establish credibility and productive working relationships throughout the organization.
• Hold stakeholders accountable for agreed actions and timelines through effective follow-up and escalation.
• Maintain confidentiality when working with employee, financial, operational, and other sensitive information.
• Work independently in a dynamic environment with changing priorities and deadlines.
• Maintain attention to detail while also understanding broader organizational and operational implications.

Physical Demands/Work Environment:

• Work is primarily performed in a standard office environment.
• Position may require visits to HART operating facilities, transit centers, maintenance facilities, project sites, and other operational locations.
• Ability to hear, see, speak, and effectively communicate with employees and stakeholders.
• May occasionally be exposed to operating facilities, vehicles, machinery, weather, noise, and other conditions associated with a public transportation environment.
• May be exposed to potentially intimidating and/or unreceptive members of the public; may occasionally be exposed to dangerous machinery, extreme weather conditions, extreme noise and physical harm.

It is the responsibility of all HART employees to provide a safe and secure environment for HART customers, contractors, visitors and fellow co-workers. HART employees are also responsible for:

• Adhering to stated policies and procedures relating to health and safety, security, and quality management.

• Recognizing and reporting all accidents and hazardous conditions.

• Assisting in the development of workplace safety procedures for their respective departments.

• Promoting workplace safety procedures within their department.

• Adhering to procedures relating to the proper use and care of equipment and materials for which the role has responsibility.

Note: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

EEO Compliance: HART is committed to equal employment opportunity for all persons, regardless of race, color, creed, national origin, sex, age, marital status, sexual orientation, gender identity or expression, disability, veteran status or other status protected by Federal or State law. 

ADA Compliance: Reasonable accommodations are available to persons with disabilities during the application process and/or interview process in accordance with the Americans with Disabilities Act.