Network Success Coordinator

Title: Network Success Coordinator

Location: 100% on-site, Dallas, TX

Work Schedule: 2nd shift - Sunday through Thursday, 1:30pm to 10:30pm

Salary: $25.38/hr

WHO WE ARE: Big Star Transit is a transportation network management company specializing in non-emergency and paratransit services. We operate a dynamic, data-driven ecosystem of highly trained Owner-Operators and Small Business Enterprise partners, supported by real-time monitoring, AI-powered analytics, and performance-based collaboration. Our mission is to deliver safe, reliable, and efficient transportation to passengers for their most essential appointments—while continuously improving service quality through technology, transparency, and strategic partnerships.

HOW WE COLLABORATE: In a data-driven QoS environment, collaboration is fast, focused, and informed by real-time analytics. Teams use AI tools and performance dashboards to monitor service quality, resolve issues quickly, and optimize operations. Communication platforms prioritize live interactions, while cross-functional teams work together to ensure consistent service delivery through data-backed decisions and proactive problem-solving.

THE EXPERIENCE: Big Star Transit honors the uniqueness in every Operator, Team Member, and Rider. We know it takes everyone to create the Big Star experience, and we fiercely protect the diversity of our team. At Big Star Transit, everyone is valued and included, and everyone can expect a fast-paced, tech-enabled experience where their decisions are guided by real-time data and AI insights. They’ll collaborate across departments using tools like Power BI and Microsoft Copilot to monitor performance, resolve issues, and drive continuous improvement. This environment rewards adaptability, critical thinking, and proactive communication, offering a dynamic role where each action directly impacts service quality and operational efficiency.

THE WORK: The Network Success Coordinator role is important to the success of local Network in service to local Client contracts. This position represents the company on the ground and in the field. They are the most visible stewards of the Big Star culture and represent the organizations customer-centric focus on the network of operators, the clients that Big Star services, and to those who use Big Star as a non-emergency medical transportation or paratransit service.

As a Network Success Coordinator, you will report to the Network Success Manager. This includes responsibilities, but is not limited to, the following:

Responsibilities:

• Monitor service delivery on a regular basis through in-service observations, documentation and assisting network operators with normal paratransit challenges.
• Address specific service challenges and interruptions through observation, instruction and assisting network operators.
• Review on-board diagnostic and camera footage of accidents and incidents with network operators to develop self-governed corrective action plans for continued success.
• Perform revenue service, transporting revenue passengers minimally and for emergency purposes (i.e., open routes, responding to vehicle breakdowns, complaints, transporting passengers and performing other supervisory duties as described) Revenue service may not exceed 25% of total hours worked per week.
• Complete special projects occasionally requested by Big Star Transit and/or the clientspecifically.
• Be available and flexible with work schedules based on the overall needs of the business.
• Other duties as assigned by the Network Success Manager to comply with contractual obligations.

Education:

• Must complete the DART MMS Operator Onboarding and Certification program to become a certified DART MMS Operator.
• Must possess or be willing to obtain CTAA Passenger Assistance Safety and Securement Train the Trainer Certification
• High School Diploma or equivalent

Skills Requirements:

• Must have prior Customer Service and/or Instructional training/orientation experience.
• Valid state driver’s license.
• Must have 3 years’ experience with passenger transportation services.
• Must be knowledgeable of the Americans with Disabilities Act of 1990 and the related Paratransit Services that are provided.
• Must have computer skills to complete online reports and analysis using Microsoft Word and Excel.
• Previous passenger transportation in current project or similar environment required
• Previous training and/or field supervision experience preferred.
• Ability to manage emergency situations, on site.

Language Skills:

Required:

• Ability to read, write, comprehend and speak the English language.

Big Star is an Equal Opportunity Employer. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $25.38 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have the ability to be available and flexible with work schedules based o the overall needs of the business?

Experience:

• Microsoft Excel: 1 year (Required)
• Transportation management: 3 years (Required)

Ability to Commute:

• Dallas, TX (Required)

Work Location: In person