Operations Manager — Temporary Full-Time

Operations Manager — Temporary Full-Time

Six-month term, with potential for extension or permanent employment

DARTS is seeking an Operations Manager to fill an existing temporary vacancy during a leadership transition. The position is anticipated to be required for approximately six months, with the possibility of an extension or transition to permanent employment.

Job Summary

The Operations Manager is a senior leadership role responsible for managing and optimizing the delivery of all operational services at DARTS. Reporting to the Executive Director, the Operations Manager ensures strategic alignment, operational efficiency, and service excellence. This role oversees all front-line, maintenance, call centre, and scheduling functions, and is accountable for the coordination and performance of multiple departments. The Operations Manager drives results through a skilled leadership team and ensures that service delivery meets or exceeds regulatory and organizational standards.

Team Structure – Direct Reports

The Operations Manager directly supervises the following roles, each with their own staff:

· Operator Team Leader

o Oversees the Operator Training Supervisor, who manages the training and onboarding of vehicle operators.

o Oversees the Operator On-Road Supervisor, who is responsible for the day-to-day performance, coaching, and field supervision of all Operators.

· Call Centre Team Leader

o Manages all Call Centre staff, ensuring high-quality customer service, booking accuracy, and responsiveness to client needs.

· Maintenance Team Leader

o Supervises all Maintenance staff, ensuring fleet safety, regulatory compliance, and timely vehicle servicing.

· Planning & Deployment Coordinator

o Oversees the operational deployment of resources and vehicles, ensuring optimal service coverage and alignment with daily service plans.

Key Responsibilities

Operational Oversight & Strategy

· Lead all aspects of day-to-day operations, ensuring effective coordination between transportation, maintenance, scheduling, and customer service.

· Translate strategic goals into operational plans and measurable objectives.

· Evaluate and enhance operational workflows to improve efficiency and quality of service.

Leadership & Performance Management

· Provide coaching, guidance, and performance oversight to direct reports.

· Support team leaders in goal setting, professional development, and workforce planning.

· Conduct regular departmental reviews and performance evaluations.

Service Delivery & Customer Experience

· Ensure reliable and accessible service for all clients through effective scheduling, dispatch, and operator supervision.

· Monitor and respond to service quality metrics and customer feedback.

· Promote a client-centered approach throughout all areas of service.

Planning, Scheduling & Deployment

· Oversee route deployment and service planning in collaboration with the Planning & Deployment Coordinator.

· Ensure scheduling decisions meet service demand, workforce availability, and contractual obligations.

· Lead data-driven decisions to optimize routes, assignments, and shift coverage.

Maintenance & Safety

· Ensure vehicle safety and regulatory compliance through oversight of the Maintenance Team Leader.

· Promote a safety-first culture and coordinate with internal stakeholders to address any incidents or hazards.

· Ensure all operations are in full compliance with health, safety, and transit legislation.

Communication & Reporting

· Serve as the senior operations liaison with municipal partners, the DARTS Board, and other stakeholders.

· Prepare operational reports, performance summaries, and strategic recommendations for leadership and Board review.

· Foster open communication across departments and levels of staff.

Required Competencies

· Strategic Alignment – Ability to execute vision and align daily operations with broader organizational goals.

· Organizing & Planning – Skilled in structuring people and systems to maximize efficiency and clarity.

· Managing Work – Proactive in setting priorities, monitoring progress, and holding others accountable.

· Problem Solving – Able to identify root causes and implement practical, sustainable solutions.

· Leadership & Team Building – Inspires performance and builds leadership capacity within their team.

· Systems Thinking – Understands how various parts of the organization interact and influence one another.

Qualifications

· Post-secondary education in Operations Management, Transportation, Business Administration, or a related field.

· At least 7 years of progressive operational leadership experience, preferably in transit, logistics, or unionized public services.

· Knowledge of relevant municipal, provincial, and federal regulations (e.g., AODA, OHSA, Highway Traffic Act).

· Demonstrated experience managing supervisory-level direct reports and multidisciplinary teams.

· Strong computer skills and data literacy, including operational systems and Microsoft Office Suite.

· Valid Ontario driver’s license in good standing is an asset.

Pay: $85,000.00 per year

Benefits:

• Company events
• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Vision care
• Wellness program

Work Location: In person

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