Operations Center Manager - Miami

We’re looking for an Operations Center Manager who’s as passionate about both operations performance and hospitality as we are. This role will lead the Brightline Operations Center, the organization’s 24-hour a day, 7-day a week home of the teams responsible for supporting, facilitating and executing the company’s daily operations and for delivering world-class guest support. The Operations Center Manager will also manage the delivery of strategic initiatives including process improvement, new technology integration, and personnel development.

Essential Functions:

Manage a team of Operations Center Controllers, Guest Connections Supervisors and Guest Connections Specialists as they support the company’s operations.

• Manage operations during disruptive circumstances including delays and incidents involving people, facilities and trains, prioritizing guest and teammate safety while efficiently restoring service
• Ensure that Operations Center Controllers properly execute their duties according to standard operating procedures, and that discretion is used when appropriate in the interest of safety, guest comfort, and company priorities
• Ensure that Guest Connections Specialists follow Brightline standards as they represent the company through e-mail, chat, and telephone calls by developing and evolving standard operating procedures, providing hands-on training, and performing routine quality oversight
• Be a key contributor to the development and constant innovation of Brightline’s operations tools, practices, standards, and issue resolution process
• Train and empower Guest Connections Specialists to take ownership of guest grievances with a solutions-focused approach
• Support Guest Connections Specialists on escalated or particularly complex guest grievances
• Oversee Guest Connections Specialists’ software and service standards training
• Handle ticket and reservation inquiries; demonstrate working knowledge of the booking and travel policy, fare structure, seating layout and special service requests.
• Track common questions, comments, and grievances and develop and monitor key performance indicators to reduce their occurrences
• Report any escalated issues in a timely manner to appropriate managers.
• Assist response center agents answering telephone calls according to ADA compliance guidelines.
• Manage incident cases within our guest relation management database. Ensure swift follow up from teammates and departments.
• Process ticket sales, credits, refunds, upgrades and other functions in our back-end reservations system.
• Participate actively in the security and safety of the station, keeping an eye out for any suspicious situations that come across chats or emails and immediately report them to the Chief of Safety & Security.
• Assist with incident management by performing functions to support company operations, including delaying or rescheduling trains, generating proactive and timely communications for internal stakeholders, transferring displaced guests from one train to another, processing delay/cancellation credits, assisting with recovery during and post-incident.
• Produce recurring reports to track and communicate performance against key operational metrics.

We are a new business model – agile and evolving. The job description isn’t meant to be a complete list of your qualifications or all the things you’ll do.

Qualifications:

• You have at least three (3) years’ operations management experience in the rail industry or five years’ operations management experience in another high-traffic transportation, emergency management or hospitality field.
• Control center experience in rail or aviation is not required but is a PLUS.
• You are willing to be available 24 hours per day, 7 days per week as needed to support the operation (and to ensure coverage during periods of unavailability).
• You are steady under pressure and can help others maintain focus and purpose during stressful circumstances.
• You have experience developing and teaching standard operating procedures.
• You are proficient in computer skills including Microsoft Suite, have experience in advanced scheduling, reservations, fleet management and mass-communications software.
• You are organized and able to handle multiple concurrent tasks; prioritizing what is most important first.
• You can coach and counsel teammates on grammar when writing emails or chatting with guests over the computer, process adherence and brand tone.
• You can work shifts, including weekends and holidays.
• Basic data collection & data analysis skills required.
• You have and can show legal permission to work in the United States.
• You speak, read, and write English at a High School level, and can type at least 65 words per minute.
• The ability to speak multiple languages is not required, but a PLUS.