Assistant Operations Manager

Assistant Operations Manager

The Assistant Operations Manager is responsible for overseeing daily scheduling, tracking, and reporting of transportation activities. This role serves as a key liaison between consumers, drivers, county agencies, and internal office staff. Success in this position requires sound decision-making in a fast-paced environment, clear and effective communication, and consistent attention to operational details. The Assistant Operations Manager also manages after-hours concerns through a coordinated on-call system.

Key Responsibilities:

• Develop and maintain daily vehicle and driver schedules to ensure efficient service delivery.
• Accurately input trip information received from customers, county agencies, and clients into the scheduling database; update records as needed.
• Monitor and manage the location and status of all transport vehicles.
• Assign appropriate vehicles to meet consumer needs and service requirements.
• Maintain and update consumer profiles; enter new consumer data into the system.
• Generate and distribute required reports including no-shows, cancellations, and incident documentation to relevant agencies and stakeholders.
• Ensure service quality by adhering to contractual standards and performance benchmarks.
• Provide supervision and ongoing support to drivers, fostering a culture of safety and customer service.
• Manage driver schedules, monitor road time, approve time-off requests, and control overtime.
• Observe and evaluate driver behavior to ensure compliance with safety protocols and customer service expectations.
• Administer disciplinary actions and corrective measures when necessary.
• Maintain and distribute essential documentation such as travel logs, confirmation forms, and driver updates.
• Record, document, and resolve consumer and agency complaints professionally and promptly.
• Respond to consumer inquiries via phone and in-person with courtesy and efficiency.
• Collaborate with the billing department to review trip documentation and schedules for accuracy and completeness.
• Coordinate vehicle maintenance and repairs in partnership with the Service Manager and Operations Manager.
• Participate in after-hours and weekend on-call coverage as scheduled.
• Perform additional duties as assigned to support operational goals.

Minimum Qualifications:

• High School Diploma or GED required.
• Minimum of one year of experience in a related field such as public transportation, logistics, customer service, or a combination of equivalent training and experience.
• Strong problem-solving and multitasking abilities.
• Excellent time management, organizational, and communication skills.
• Proficiency in computer systems and scheduling software.

Required Knowledge, Skills, and Abilities: Ability to remain seated for extended periods. Capable of managing multiple tasks simultaneously. Maintain composure and professionalism in high-pressure situations. Skilled in gathering and interpreting information from diverse sources. Functional hearing and vision required. Proficient in operating office equipment including computers, phones, copiers, printers, and fax machines. Demonstrated excellence in customer service.

Conditions of Employment: Must pass a post-offer physical examination and medical history review. Must successfully complete background checks, including criminal history, motor vehicle record (MVR), and child abuse clearance. Must demonstrate emotional stability and the ability to manage multiple responsibilities effectively.

Working Conditions:

• Work is performed in a controlled office environment.
• May encounter stressful situations due to high call volume or interactions with distressed individuals.
• Required to participate in an on-call rotation, which may include responding to requests outside of regular business hours.

Position Classification: Professional / Administrative

Acknowledgment: I acknowledge that I have read and understand the responsibilities and expectations outlined in this job description for the role of Assistant Operations Manager at Health Ride Plus. I understand that job duties may evolve based on the company's operational needs and strategic objectives. This document does not constitute a binding employment contract, and employment may be terminated by either party at any time for any lawful reason.

Beacon Mobility is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Beacon Mobility makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Health Ride Plus is a Paratransit, non-emergency medication transportation provider specializing in ambulatory, wheelchair, and stretcher transports. Health Ride's services are not just limited to medical-related transports; Health Ride also provides transportation for recreation, social, and other purposes, and offers Club-to-Curb, Door-to-Door, and Door-through-Door levels of service to meet all passenger needs.