Manager, Compass Operations Solutions

**Marketing Statement**:
A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.

At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.

Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion

**Responsibilities**:
PRIMARY PURPOSE:
Supports the Director by participating in the development of Compass strategies and plans, and by overseeing the Compass Operation Solutions function. Provides central management of day-to-day “real time” operational events and escalated situations to foster seamless service for customers. Includes managing reconciliation of Compass customer accounts and resolution of related issues. Also manages testing and compliance with technical specifications for Compass card manufacturing.

KEY ACCOUNTABILITIES:
Supports the Director by participating in the development of Compass strategies and plans, and by continuously assessing Compass policies, practices, processes to optimize day-to-day operations.

Provides central management of day-to-day “real time” operational events and escalated situations to foster seamless service for customers. Involves immediate action and troubleshooting across the enterprise, and continuous interface with the Compass Card and Fare Gate contractor from an operations perspective.

Manages reconciliation of Compass customer accounts and resolution of related issues. Involves overseeing travel history assessment, and issuing refunds for system over-charges and other anomalous card transactions.

Manages compliance with technical specifications for Compass card manufacturing. Liaises with external contractors to ensure products are manufactured and tested to meet established standards and operational requirements within critical deadlines.

Manages development of collateral materials for Compass and related programs. Collaborates with communications and marketing resources to ensure content aligns with terms and conditions of programs, and production meets operational requirements within deadlines.

Manages Operations’ interests in the development and continuous updating of the Compass web presentation layer. Collaborates with systems support and communications resources to ensure that web customer interface is aligned to operational requirements.

Participates with Director and other Compass managers in defining Compass system operations and maintenance requirements, and also provides input regarding future system functionality.

Leads research and initiates innovative concepts for Compass commercialization, and collaborates with strategic sourcing resources on full development from concept to implementation.

Establishes the necessary measures and controls to monitor day-to-day operations and mitigate risks; keep the Director apprised of operational performance at regular intervals; and generate related reports and presentations.

Manages reporting staff, including selection, development, coaching, performance management and all other people management practices.

**Qualifications**:
EDUCATION AND EXPERIENCE

The requirements for this position would be acquired through a degree in business or a related discipline and seven (7) years of progressive experience in leading commercial operations within a large complex cross-functional environment.

OTHER REQUIREMENTS

Expert knowledge of the concepts, principles, practices and techniques pertaining to commercial operations

Advanced communication and interpersonal skills to influence and build critical relationships with other departments and stakeholders across the enterprise, contractors and customers, and to provide senior level of advice, develop reports and deliver presentations

Advanced problem solving to proactively mitigate risks, and to manage the resolution of “real time” operational issues, events and situations

Expert planning and organizational skills to develop contingency plans to mitigate impacts associated with service or system delays and failures

Solid leadership skills to manage reporting staff

Knowledge of the public transportation industry with a particular focus on fare collection operations is an asset

**Other Information**:
Experience in project management an asset, this position will focus on project management f