Assistant Service Delivery Manager (JO 33-26)

**CLOSING DATE: THURSDAY, JUNE 25, 2026 @ 5:59 AM**
APPLICATIONS WILL NOT BE ACCEPTED AFTER THE CLOSING DATE & TIME

Assists the Director of Operations in managing and supervising the day-to-day Service Delivery operations of the Paratransit Services (TheHandi-van) consisting of approximately 60 employees. The position assists in overseeing the reservation call center, scheduling of customer trips, dispatch and certain areas of operations to ensure the TheHandi-van provides safe, efficient and dependable transportation.

Essential Functions for the Position:

• Manage the different sections of Service Delivery and assist staff to assure the following:
• Operations: Daily “mark-up” of operator assignments is completed accurately and timely; reconciliations of manifests are completed accurately and timely; operators are provided with equipment and information needed to fulfill their duties.
• Dispatch: Service on the road is safe, timely, and vehicles are being utilized at an optimal level.
• Scheduling: Service is scheduled at an optimal level to meet demand.
• Reservations: Calls are answered timely and with excellent customer service.
• Prepare the daily schedules and sign-ups (duties, vacation, etc.) to ensure they are in line with operational needs and within the collective bargaining agreement terms.
• Investigate customer complaints.
• Monitor and evaluate work performance (including attendance) continuously, and assess and implement corrective action (via coaching, feedback, and discipline if necessary).
• Assist with developing, preparing, and implementing policies, and procedures in compliance with current Federal, State, and City requirements.
• Collaborate with other management to set goals to improve operations and direct staff towards fulfillment of the department’s goals.
• Prepare reports for management.
• Assist with managing the recruitment and training of new employees in Service Delivery.
• Maintain confidentiality of highly sensitive and confidential information.

Special Knowledge & Skills:

• Knowledge of ADA, Federal, State, and City transit laws and regulations.
• Knowledge of current Company and Paratransit Services policies and procedures.
• Good knowledge of Paratransit Services software used in all the different Service Delivery sections.
• Knowledge of provisions in the Collective Bargaining Agreements.
• Able to exercise sound judgment.
• Analytical ability.
• Knowledge of principles and techniques of effective investigating.
• Management and supervisory skills.
• Understanding of principles and practices of sound business communication in order to communicate with clarity both orally and in writing.
• Excellent time management and prioritization skills.
• Able to utilize a computer with standard word processing, spreadsheet, graphics, and other software packages.
• Able to prepare clear, accurate, and concise records and reports.

Education, Training & Experience:

• High school graduate. Associate’s degree in business management, or a related field of study is highly desirable.
• Five (5) years of practical working experience in call center, dispatch or related field.
• Two (2) years of supervisory experience is highly desirable.

Other Job Requirements & Conditions:

• Perform other duties as assigned.
• Work independently and manage multiple and rapidly changing priorities; organize, set priorities, and exercise sound judgment within areas of responsibility while maintaining confidentiality.
• Establish and maintain highly effective working relationships with employees and others encountered in the course of work.
• Demonstrate leadership and management skills, including supervising, coaching staff, and monitoring staff performance.
• Use appropriate degree of tact, discretion, and diplomacy in addressing various work situations.