Job Title: Dispatch Supervisor
Location: Downtown LA
Reports to: Dispatch Manager
Bicycle Transit Systems (Bike Transit) was established in 2013 and currently operates bike share systems in Philadelphia, Los Angeles, and Las Vegas. Our mission is to help communities become greener, healthier, and more connected by operating highly-utilized, financially sustainable bike share systems. Bike Transit employees provide safe, seamless, reliable, and memorable customer experiences, and create mutually-rewarding relationships with our riders, suppliers, and clients. We have an incredible internal culture that emphasizes being innovative, inclusive, responsible, and fun, and are looking for talented Dispatch Supervisor to join our team!
The Dispatch Supervisor will supervise and direct hour-by-hour, day-to-day operations of bike share by executing dispatch responsibilities with maximum efficiency, safety, and effectiveness. This is a leadership position within the bike share operation that is responsible for the support, workflow direction and supervision of Field Techs, Station Techs, and Mechanics while operating in the field. Dispatch Supervisors are tasked with making critical decisions that will optimize the functionality of the system in line with overall system goals.
This position requires the ability to multi-task, establish priorities, complete assignments thoroughly and accurately, communicate effectively across company divisions and departments, as well as read and comprehend information. Must have a proven track record of effectively leading teams and strong communication skills. A strong knowledge of bike share or other transit agenda operations, features of service, systems, policies and procedures is required.
Core Responsibilities:
- Direct day to day operations for balancing, battery swaps, station maintenance, and in field bike inspections and repairs, ensuring maximum efficiency and safety.
- Direct day to day operations staff for leading the opening/closing the system; ensure proper security of the company and City property; complete open and close procedures
- Ensure service level agreements and safety standards are continuously met.?
- Maintain frequent and clear communication between Field Techs, Station Techs, and direct manager?
- Maintain and monitor ticketing system, creating, distributing, prioritizing, and closing maintenance tickets for stations, bikes,?vehicles, equipment, and facilities
- Works under the guidance of the Dispatch Manager to identify, develop, and implement improvements.?
- Participate in field tech feedback and performance reviews
- Ensure the integrity of operations, including customer service personnel and activities during unsupervised shifts
- Develop, revise and follow internal operational standard operating procedures (SOP’s); direct Field Techs and other Operations staff to implement SOP’s.
- Develop action plan with Operations team to reduce service failures and correct deficiencies in service level
- Operate company vehicles, as needed; fill driving shifts when necessary
- Other duties as assigned
Additional Responsibilities:?
- Evaluate system needs and available resources such as equipment, staff, traffic and usage patterns to efficiently implement Driver assignments.?
- Direct Field Techs, Station Techs, and Mechanics while operating in the field to ensure efficiency and safety are optimized.??
- Ensure?Field Techs?are following safety protocol breaks, safe driving habits, safe battery handling, and all other safety procedures.?
- Evaluate system needs and available resources such as equipment, staff, traffic and usage patterns to efficiently implement Driver assignments.??
- Communicate with field staff members in accordance with company policies.??
- Use software tools (Geotab,?Bcycle, Admin,?Fiix,?etc) to ensure timely and productive workflows, supervise Drivers to ensure efficiency and safety are optimized
- Act?as first point of contact for personnel call out’s fill shifts as necessary with other available staff.?
- Direct?Field Techs?to safely distribute and collect bicycles, inspect and ensure bike stations are safe, clean and operating properly.??
- Direct Operations staff in the field to take breaks and lunch in coordination with workflow.?
- Support?field?staff to interact with bike share customers and the public in a friendly and professional manner.??
- Facilitate day-to-day and shift-to-shift communication across and within departments.??
- Give and receive feedback to other team members.??
- Evaluate problematic conditions that affect service levels and react accordingly to resolve issues.?
- Collaborate with Marketing and Customer Service Representatives to ensure effective customer communication regarding system issues.?
- Assist Marketing with events, adhere to load in and load out times for materials, and at times participate in events.??
- Execute emergency contingency plans (i.e. system outage, vehicle incident) when necessary; follow all SOP’s and plans accurately.?
- Assist Operations in tasks such as battery charging, unloading bikes, and some station work.?
- Provide feedback to Dispatch Manager and other staff to affect improvement and greater efficiency and safety.??
- Ride along with and assist with duties for Field Tech, Station Tech, and Bicycle Mechanics.?
- Other duties as assigned.?
Daily Tasks:
- Complete all related Opening or Closing procedures for warehouse.??
- Create?and distribute?Fiix?Tickets continuously through shift?
- Monitor?Bcycle?Admin throughout shift, directing balancing and station maintenance as needed.?
- Lead daily operation?meeting?with all field staff.?
Weekly Tasks:?
- Direct pickup of locked, helpdesk, and?bikes in need of refurbishment.?
Monthly Tasks:?
- Participate in team meetings and meeting with direct managers
Education and/or Work Experience Requirements:
- Previous logistics experience is required, transit logistics a plus
- Empirical, level-headed, analytical, highly organized, calm and calculated problem-solving skills
- System-oriented; demonstrated effectiveness in the development of and follow through of Standard Operating Procedures (SOPs)
- Data-Driven, competent in Excel and ability to optimize information from various software platforms
- Strong proficiency with computers and the ability to learn new software.
- Previous logistics experience is required, transit logistics a plus
- Strong leadership, communications and interpersonal skills; ability to motivate a team to perform effectively, efficiently, safely while finding joy and meaning in the work
- Active problem-solver and organized thinker, with the ability to self-direct under a?high-pressure?environment with changing deadlines.??
- Be a continual learner, actively seek more knowledge on technical and mechanical aspects of the bike share system.?
- Technical and mechanical aptitude
- Knowledge of bike share service area streets and geography.
- Ability to adapt to changes in the work environment, manage competing demands and is able to deal with frequent change, delays or unexpected events.??
- Punctual and dependable, consistently at work and on time, follows instructions, responds to management direction and?solicits?feedback to improve performance.?
- Excitement and interest in bike sharing.?
- An eye for safety in everyday tasks.?
- Sense of humor.?
Physical Requirements and Special Demands:
- Flexible to work various shifts, as assigned, night and weekend work required
- Must be willing to work outdoors in all weather conditions
- May require bending, stooping, and twisting throughout the day
- May require the ability to regularly lift objects up to 50+ lbs and carry objects of this weight for distances up to 150 feet
- May require the ability to perform work while standing for prolonged periods of time.
- May require working and riding a bicycle outdoors in various temperatures including rain, cold and heat conditions.
- This position may require hours that exceed 8 hours per day and/or 40 hours per week.
A few of the benefits we offer:
- Competitive compensation package
- Affordable medical, dental , and vision insurance options
- 401k with up to 4% employer match
- 15 days PTO + 10 company holidays per year
- Paid parental leave
- Free bike share memberships
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Equal Opportunity Employer M/F/V/D
PI145411663