Supervised by: Assistant Director   for BOCC and Service Quality

Level of Supervision: Receives   general direction (general instruction on methods, procedures and desired   results, but role independently identifies and applies the correct policies   or procedures to perform duties)

General Summary:

The   Senior Manager for BOCC and Service Quality is responsible for the day-to-day   operational leadership of the Bus Operations Control Center, Street   Operations field team, and transit service quality monitoring. This role   ensures real-time service performance, manages incident response, and   oversees the implementation of customer-facing safety and quality   initiatives. The Senior Manager supervises lead controllers, field officers,   and quality assurance supervisors to ensure smooth operations and adherence   to safety and service protocols. This position plays a central role in   coordinating service recovery efforts, supporting operator safety, and   delivering reliable, responsive transit service throughout the system.

Duties   and Responsibilities:

The following duties are standard for   this position. The omission of   specific statements of duties does not exclude them from the classification   if the work is similar, related, or a logical assignment for this   classification.

Staff Supervision and   Support

• Directly supervise Lead  Controllers, Street Ops Leads, and QA supervisors; assign shift duties,  manage staffing rotations, and ensure high performance.
• Conduct staff evaluations, provide ongoing coaching, and identify training needs for BOCC and field teams.

Control Center Operations

• Lead day-to-day activities within the BOCC, including real-time bus operations monitoring, incident response, and operator communication.
• Supervise Controllers and Lead Controllers across all shifts to ensure continuous monitoring and coordination of transit services.
• Review and approve detour activations, reroute decisions, and emergency service plans in  consultation with the Assistant Director.

Street Operations 

• Oversee deployment and activities of Street Operations Officers and Leads during service hours and special events.
• Coordinate field-level incident management, working with controllers, operators, and emergency responders to ensure safe and timely resolution.

Customer Experience and   Quality Assurance

• Manage the QA team’s response to customer complaints, including documentation, investigation, and resolution.
• Track trends in complaint volume and nature, operator safety violations, and Ambassador deployment   success rates.

Reporting and Operational   Analytics

• Generate and review daily and weekly reports on service interruptions, response time, on-time        performance, and safety events.
• Prepare summaries and make recommendations to the Assistant Director for operational or procedural  improvements.

Compliance and Safety   Protocols

• Ensure adherence to safety  procedures, emergency protocols, and customer service guidelines across all teams.
• Support field audits, internal reviews, and after-action debriefs to identify and mitigate compliance risks.

Core   Competencies:

• Incident Response and Safety: Proficiency in executing emergency protocols, leading field responses, and managing safety        reporting.
• Real-Time Service Coordination: Ability to lead control  center and field staff to manage ongoing operations, disruptions, and        communications.
• Team Management: Demonstrated ability to lead, coach, and supervise staff across shifts and functional areas.
• Operational Compliance: Skill in ensuring staff  adhere to SOPs, safety standards, and service protocols in daily  activities.
• Analytical Monitoring: Ability to track, compile, and interpret operational data for use in reporting and performance        improvements.
• Customer and Operator Support: Strong interpersonal skills  to resolve issues involving operators, passengers, and field personnel.

Supervision   Given to:

• Lead Controllers, Street Operation Leads/Officers, Customer Experience Lead/Supervisors

Qualifications:

Education:

· Bachelor’s degree in transportation, logistics, public administration, or a related  field is preferred.

· Equivalent experience in transportation operations or control center management may be considered.

Experience:

· Minimum of 5 years of experience in transit  operations, control center functions, or street supervision, with at least 2  years in a lead or supervisory role.

· Strong   background in transportation management, dispatch operations, and real-time  service coordination. 

· Equivalent experience in transportation operations or control center management may be considered.

    
Knowledge , Skills and Abilities:

• Strong operational knowledge of control center functions, bus incident   response protocols, and field supervision procedures.

• Ability to lead shift-based teams and manage day-of-service   coordination, including escalations and emergency events.

• Experience monitoring compliance with safety, communication, and   service quality standards in a transit environment.

• Proficient in evaluating real-time data, controller activity logs, and   service performance reports.

• Skilled at balancing immediate service demands with longer-term   operational consistency and staff development.

• Effective in providing hands-on coaching, shift oversight, and   coordination with other transit departments.

Working   Environment and Physical Demands:

The BOCC Manager leads a fast-paced operations control center,   requiring constant attention to detail and the ability to make quick   decisions. The environment involves managing a team, monitoring multiple   screens, and communicating with field personnel and other departments during   regular service and emergencies.

Other   Requirements and Conditions:

Obtain and  maintain DOT card or the MEC.

Obtain Class B  Commercial Driver’s License (CDL) with Passenger Endorsement issued by the  State of North Carolina or South Carolina within 6 months of start date and  maintaining/renewing license for the duration of time served in the role.   TMOC will provide assistance in initial acquiring of the CDL.