Field Operations Manager

3 weeks ago

Hamilton, Canada Hamilton Bike Share Full time

**Overview**
Hamilton Bike Share Inc. (HBSI) is responsible for operating the City of Hamilton’s bike share system, including all maintenance, repair and field operations that enable thousands of users to utilize the service to get around the city. The Field Operations Manager is an division leader in charge of all Field Staff and Field Activities and is committed to HBSI’s mission “to enhance the quality of urban life by improving equitable access to bicycles in Hamilton”.

You are:

- a strong people manager: you have experience managing employees and getting people motivated to do their best work. You have strong communication skills, enjoy collaborating and are an admirable leader who can deliver constructive support.
- organized and detail oriented: you can juggle multiple tasks and projects by staying organized and creating systems to maintain and track information. This includes identifying and implementing systems, processes, and technology solutions to improve efficiency. You have experience coordinating and managing projects with competing priorities and many moving parts.

What You’ll Do:
Manage the day to day operations of all Field Operations of the bike share system, including:

- Manage, mentor, and motivate the growing operations team in the field, including:
○ Schedule staff, tracking attendance, and reporting hours for payroll

○ Performance reviews, check ins, and professional development within the team

○ Identify key performance indicators, assessing KPI outcomes, and developing associated

incentive and action plans for accountability

○ Facilitate staff meetings and team building activities

○ Administer and communicate progressive discipline policies with staff as needed

○ Coordinate an on-call schedule and respond to evening and weekend calls or messages

from field staff as needed, along with the Field Lead and Executive Director

○ Engage with the Field Operations Lead to guide processes and coordinate priority tasks

○ Shadow field staff to ensure oversight, support staff in their roles, and assess health and

safety considerations

○ All other recruitment and retention measures to support the rebalance team
- Manage assets, including PPE and maintenance of all field equipment and vehicles (together with the Team Lead):
○ Create asset replacement strategies and support new tool and equipment acquisition for

Field Operations

○ Engage with Workshop Leads and Managers to develop triage and quality standards for

the bike fleet
- When operationally necessary, contribute to regular rebalancing and field duties (up to and including 3 days per week) including driving and riding in company vehicles (trucks, vans, bikes) and carshare:
○ Inspect and maintain bikes and hubs (including mechanical and electronic issues)

○ Install and maintain hubs, including racks, bikes, signs, and space around hub

○ Redistribute bikes between hubs and to/from the workshop for service

○ Drive a redistribution vehicle safely in an urban setting

○ Learn to use and train staff on cargo e-trikes and cargo e-bikes

○ Report and ensure processes are documented electronically
- Lead and participate in continuous improvement projects across Operations, including work spaces, field operations procedures, and organization-wide SOPs:
○ Liaise with our customer support team and Everyone Rides Initiative equity team as

needed to interface user account management with fleet and operational needs

○ Identify data metrics and opportunities for increasing ridership and improving the user

experience
- Enhance, implement and maintain HBSI’s Health and Safety Program, including:
○ Ensure the work environment is safe and compliant with health and safety requirements.

This includes inspections, signage, policy development, oversight, and reporting.

○ Complete health and safety training as assigned
- With the Executive Director and leadership team, oversee special operational projects, deliver associated reporting, contribute to the development of the annual operations budget, and engage in Strategic Planning
- Support the delivery of and adherence to HBSI policies for the entire team, including our in-house SOPs and best practices like the Decent Work Implementation Plan, Living Wage commitments, Black Lives Matter Action Plan, Employee Manual, Operations Manual, Health and Safety Policy, Anti-Racist & Equitable Recruitment Policy, and others
- Maintain a positive work environment that aligns with our workplace culture; model leadership and accountability
- Other tasks as are operationally necessary

**Requirements**:

- 3+ years experience supervising people
- Ability to motivate and collaborate with a broader team to create a positive work culture
- Strong communication skills and the ability to engage with multiple stakeholders
- Demonstrated leadership capacity, ownership over work, and organizational abilities
- Valid driver's license and clean driving record

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