Manager, Transit Service Support

If you are committed to public service, enjoy collaborating with others, share our values and have a desire to learn and grow, join The City of Calgary. City employees deliver the services, run the programs and operate the facilities which make a difference in our community. We support work-life balance, promote physical and psychological safety, and offer competitive wages, pensions, and benefits. Together we make Calgary a great place to make a living, a great place to make a life.
- The City is committed to fostering a respectful, inclusive and equitable workplace which is representative of the community we serve. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, inclusion, anti-racism and reconciliation. Applications are encouraged from members of groups that are historically disadvantaged and underrepresented. Accommodations are available during the hiring process, upon request.
- As a member of the Calgary Transit (CT) Management Team, you will be expected to foster an inclusive leadership approach that promotes equity, diversity and inclusion, as well as psychological and physical safety. As a strategic decision-maker, you will possess political acumen and have experience in leading transformational change and enabling innovation.
Reporting to the Director of Calgary Transit, the Manager of Transit Service Support will lead Operations Control and Dispatch for Public Transit and Specialized Transit, Operational Service Communication, CTA Customer Service Centre, Contract Management Accountability, Training and Recruitment. The position will contribute to providing a safe, efficient and effective Public Specialized Transit service. This position works in collaboration with departmental partners to lead workplace safety initiatives and safety business processes. Primary duties include:

- Lead a team of approximately 230 employees providing mentorship, coaching, support and development opportunities while fostering a culture of health and safety for customers and employees.
- Respond to grievances, ensuring the collective agreement, employment standards and other legislated requirements are being followed.
- Oversee and distribute resources for optimal organizational design to support new business initiatives.
- Work with the Director, Calgary Transit, and other partners to respond to enquiries from members of Council and the City Manager's office.
- Oversee critical incidents and ensure effective communication and management of incidents, deploy appropriate public safety emergency response and limit service disruption.
- Responsible for the PS100 call centre, dispatching and controlling teams who provide on-road delivery of public and specialized Transit Service, through communication with internal partners and customers.
- Contribute and participate in the development and provision of strategic leadership and overall direction of the business unit. This includes contributing to the creation and execution of strategic business plans, succession planning, strategic financial management and performance management.
- Collaborate with CT divisions to plan, design, and allocate resources for CT's frontline service, ensuring service commitment is met and an efficient Transit service is delivered to the customers.
- Responsible for an effective and impactful communications strategy, with oversight on public statements and communication.
- Oversee the Recruitment and Training section delivering on the staffing and training requirements for CT, including the design and implementation of Employee Development programming.
- Responsible for external service provider contract management and accountability, effectively working with internal and external partners to successfully deliver on our employee and customer commitments.

**Qualifications**
- A related degree with at least 10 years of progressively more senior and diverse work experience, including at least 5 years' experience leading and supervising a team.
- A master's degree would be an asset.
- Experience and success in creating and executing a strategic vision and direction for a complex organization, ideally in a service-based environment is a preferred asset.
- Public sector experience, particularly municipal government experience in a large, multi-union environment, is a preferred asset, as a high degree of political acumen will be required for this role.
- Aligning with City corporate values, you will have demonstrated success in building, developing and leading strong teams, leading and managing change, developing and using metrics to improve organizational performance, deploying resources to achieve effective and efficient outcomes, and establishing and maintaining strong and positive working relationships with colleagues, clients, partners, and/or elected officials.
- Equivalent combinations of experience and education may be considered.

**Pre-employment Requirements**
- Successful applicants must pr