Operations Specialist

OPERATIONS SPECIALIST CITY PUBLIC TRANSIT

Salary:$74,780.88 annual

JOB SUMMARY
This position is located in the Oklahoma City Public Transit Operations Division of EMBARK.  Essential job functions: This position is under the direction of the Transit Operations Assistant Manager. The Operations Specialist provides assistance in the administration and coordination of activities within fixed route, paratransit, streetcar, and special services operations. The role is responsible for planning, directing, and managing division activities, supervising staff and contractors, and ensuring compliance with policies, safety standards, and service quality expectations. The Operations Specialist is expected to lead by example, uphold EMBARK’s core values, and drive operational excellence and accountability across the transit system.

JOB REQUIREMENTS

1. Operations & Service Delivery

• Plan, direct, and manage fixed route, paratransit, streetcar, and special services operations to ensure safe, reliable, and efficient service delivery.
• Oversee day-to-day activities at the downtown transit center and monitor operational expenditures.
• Resolve service interruptions within 30 minutes, achieving a target of ≥90%1.
• Operate transit vehicles as needed for emergency coverage or field response.

1. Staff Supervision & Contractor Management

• Provide direct supervision to dispatchers, route supervisors, operators, and manage special services contractors.
• Conduct timely employee evaluations and coaching sessions, achieving 100% completion.
• Ensure compliance with labor contract provisions and foster positive labor relations in a unionized environment.

1. Policy Implementation & Quality Control

• Develop, implement, and evaluate systems, procedures, and metrics to improve service delivery, safety, and customer satisfaction1.
• Implement new or revised SOPs within 30 days of approval; ensure ≥98% staff compliance with updated procedures.
• Review federal, state, and local regulations and standards to ensure operational compliance.
• Incorporate TSA best practices into security efforts and review annually.

1. Safety & Security

• Monitor and enforce safety and security standards, aiming for 0 preventable incidents1.
• Assist in safety event investigations and hazard analysis; resolve operational hazards by developing corrective action plans.
• Participate actively in emergency drills and support hazard identification and resolution processes.

1. Customer Service & Communication

• Resolve customer complaints within 48 hours, achieving ≥95% resolution rate.
• Maintain positive customer feedback or commendations (≥1 per quarter).
• Facilitate public meetings and support community outreach initiatives.

1. Reporting & Documentation

• Prepare and submit complex technical, operational, and performance reports to administration, achieving 100% on-time submission1.
• Ensure accuracy and timeliness of operational reports (≥98%).
• Track and report National Transit Database (NTD) required data.

1. Scheduling & Workforce Planning

• Oversee workforce planning for staff, including staffing, scheduling, and forecasting.
• Maintain on-call availability during operational hours (100%).
• Limit unexcused absences to ≤1 per quarter.

1. Training & Development

• Coordinate closely with Training and Safety Specialist to provide classroom and field training for supervisors, dispatchers and operators.
• Ensure all supervisors, dispatchers and operators are fully qualified and perform in a safe and effective manner.
• Successfully complete and maintain any required safety certification and testing on an annual basis.

KEY PERFORMANCE INDICATORS (KPIs)

• Service Reliability: Improve system reliability and customer trust by maintaining ≥85% on‑time performance for Fixed Route Services, ≥90% on‑time performance for Bus Rapid Transit Services,  ≥90% on‑time performance for paratransit services and ≥95% on‑time performance for  streetcar services.

• Service Recovery: Protect service continuity and minimize passenger disruption by resolving ≥90% of service interruptions within 30 minutes.

• Staff Supervision: Strengthen workforce accountability and consistent leadership by achieving 100% completion of employee performance evaluations and coaching sessions.

• Policy Implementation: Maintain operational consistency and readiness by implementing all updated SOPs within 30 days of approval.

• Procedure Adherence: Strengthen operational discipline and reduce safety risks by ensuring ≥98% staff compliance with new or updated procedures.

• Safety & Security: Reinforce a culture of safety, reduce liability, and protect customers, employees, and equipment by achieving 0 reoccurring preventable incidents.

• Customer Experience: Improve community satisfaction and resolve concerns quickly by completing ≥95% of customer complaint resolutions within 48 hours.

• Reporting Accuracy: Strengthen organizational decision‑making and maintain compliance by achieving ≥98% accuracy and timeliness for all operational reports.

• Administrative Reporting: Advance transparency and operational performance review by submitting 100% of technical reports on time.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent and five (5) years of supervisory experience in transit operations control or related field preferred. 

• Strong knowledge of urban geography and route network; ability to read schedules, run cut sheets, and service plans. 

• Skill in clear, concise radio and written communications; calm decision making under stress; tact and diplomacy with operators and the public. 

• Proficiency in Microsoft Office; ability/willingness to learn new software (e.g., CAD/AVL, Kronos, Clever) per EMBARK procedures. 

• License: Valid Oklahoma Class B CDL with Passenger (P) endorsement and ability to obtain and maintain Streetcar Certification within 60 days of employment.

WORKING CONDITIONS

• Subject to sitting, standing, walking, and using a telephone or two-way radio for extended periods.

• Local travel required to monitor operations.

• Frequent work outside normal hours; occasional weekends and holidays.

• Work involves being around moving vehicles and exposure to dust, fumes, gases, noise, and extremes in temperature/humidity.

• Inside and outside regularly; exposed to heat, cold, humidity, rain, and possible falls from slippery surfaces.

• May work from ladders, platforms, or other equipment from 4 to 12 feet above ground level.

PHYSICAL REQUIREMENTS

• Vision sufficient to read and draft written and computer-generated communications.

• Speech and hearing sufficient to communicate in person, by telephone, and by two-way radio.

• Manual and finger dexterity to operate office equipment such as keyboards, telephones, etc.

• Able to walk on uneven surfaces up to one-half mile.

• Maintain balance for extended periods while vehicles are in motion.

• Adapt to various temperature extremes, including heat, cold, moisture, and wind.

• Regularly sit and stand for extended periods; push/pull up to 25 pounds.

• Ascend and descend platforms up to 18 inches from the floor.

• Tolerate repetitive movements: bending and overhead reaching.

• Pass color/vision examinations as required.

• Hear and distinguish auditory signals as required.

• Work in a safety-sensitive environment.

PRE‑EMPLOYMENT REQUIREMENTS

• DOT Physical & Drug Screen: The successful applicant must pass a Department of Transportation (DOT) physical examination, which includes a drug screen.
• Background Check: EMBARK will conduct a background investigation/verification. Applicants will be provided contact information for any third‑party reporting agencies used to collect background information as part of a conditional offer of employment.
• Substance Abuse Policy: Applicants will receive a copy of EMBARK’s Substance Abuse Policy upon conditional offer and acceptance, and before any health screen/physical examination and drug test.

DRIVING RECORD STANDARD

• Positions that require operating a COTPA vehicle may be disqualified by three (3) or more moving traffic violation convictions (excluding parking tickets) within the last two (2) years.

APPLICATION GUIDELINES

• Provide at least three (3) years of employment history, including reasons for leaving each position.
• Explain all gaps in employment history.
• Provide contact information for current and previous employers.

EQUAL EMPLOYMENT OPPORTUNITY & ACCOMMODATIONS

• EMBARK is an equal opportunity employer and values diversity and inclusion.
• EMBARK does not discriminate against any applicant or employee based on race, color, creed, national origin, ethnicity, religion, sex (including sexual orientation and gender identity/expression), age, genetic information, disability, or political affiliation.
• If you require reasonable accommodation during any part of the hiring process, contact the Human Resources Department at (405) 297‑1588.

VETERANS PREFERENCE

• A five‑point preference will be awarded in the initial scored selection process for honorably discharged U.S. military veterans.
• Qualified applicants must submit a copy of DD Form 214 indicating discharge type/character of service in person, by mail, or by fax at (405) 316‑3346.

SAFETY‑SENSITIVE CLASSIFICATION (UNITY BILL) 

• This position is designated safety sensitive under the Oklahoma Medical Marijuana and Patient Protection Act, 63 O.S. § 427.1 et seq. (OSCN 2019), effective August 29, 2019.
• Employees in safety‑sensitive positions may be subject to disciplinary action up to and including termination if they test positive for marijuana components or metabolites, even if they possess a medical marijuana license.

FORMER EMPLOYEES

• To participate in the selection process, former employees must be eligible for rehire.
• If you are unsure of your rehire status, contact EMBARK Human Resources at (405) 297‑1558.
• If your rehire status is coded “Not Eligible,” “Eligible 3,” or “Conditional,” you must request a review of your rehire status.

About Us

Oklahoma City is one of the fastest-growing metros in the United States and is the 20th largest city in the nation. For nearly two decades our residents have continually invested in our community to make it a place people can find belonging, visit and call home. Our employees are at the heart of those investments–delivering essential services our residents expect and creating a strong and thriving city for all people. Visit Oklahoma City--A Great Place to Live and Work! to learn more about our city.

For more than 50 years, EMBARK has offered safe, reliable transportation for the citizens and visitors of Oklahoma City. Beginning with just 18 buses in 1966, we’ve grown to into a robust transit system that includes streetcars, river cruises, parking garages and more.

As an industry leader in public transportation and more importantly, as the place where you choose to work, you need to know the keys to be successful during your career with EMBARK. 

EMBARK’s vision is to provide “world class transportation accessible to all, and all want to access it.” 

With a clear picture of our destination through our Vision and Mission, our Core 4 Values — be safe, be there, be open and be kind act as our compass. Living into our values guides our decisions and ensure we stay on course. 

In all that we do, we focus on three key audiences - our employees, our customers and our board - to create a great place to work, enhance the status, use and understanding of our services, and preserve confidence in what we do with key stakeholders.  

No matter what position you are applying for, our team members help is essential to the success of EMBARK. Each team member is integral to the success of our organization and we couldn’t do it without you.

Whether we’re creating an inclusive and empowering work environment, improving our customers’ experiences or cultivating strong relationships with key stakeholders, our Vision, Mission, and Values will help guide you to decide if EMBARK is the right organization for you.