Service Analysis & Planning Manager Transdev is looking for a Service Analysis & Planning Manager to join our team in New Carrollton, MD. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service. Transdev is proud to offer: + Competitive compensation package of minimum $105,000.00 – maximum $131,000.00 Benefits include: + Vacation: minimum of two (2) weeks + Sick days: 5 days + Holidays: 12 days; 8 standard and 4 floating + Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, shortterm disability, voluntary long-term disability. Benefits may vary depending on location policy. The above represents the standard Corporate Policy. Responsibilities + Metrics and Performance Management + Utilize service data to establish, in cooperation with the General Manager, meaningful metrics for each job type and functional area to ensure goals and standards are met. + Continuously review and update performance metrics based on evolving operations and performance data. + Provide regular post-mortem analyses to refine workforce management and capacity plans and determine root cause for various service failures. + Incorporate results of analyses into OCC processes to continuously improve performance. + Capacity Planning and Forecasting + Use historical service data to estimate daily, monthly, and annual service demand, maintaining an updated trip matrix by day, hour, and month. + Forecast workload requirements by applying statistical models to historical data, identifying trends, seasonal patterns, and factors impacting volume. + Calculate staffing requirements considering shrinkage, average handle time (AHT), productivity, attrition, and hiring timeframes. + Maintain an ongoing list of capacity plan assumptions, including productivity targets and route factors. + Operational Strategy and Innovation + Research and evaluate the latest ADA paratransit operational and technological innovations for potential applicability to WMATA’s MetroAccess services. + Develop approaches for integrating non-dedicated service providers into the service model and testing various delivery mixes. + Collaborate with the Dispatch and Scheduling Manager to analyze current run structures and test revised run configurations for dedicated service providers. + Work with internal stakeholders and vendors to define and refine run operations strategies, considering geography, provider capabilities, and time periods. + Cross-Functional Collaboration + Partner with the Scheduling Manager and Dispatch Manager to track and manage daily service provider performance. + Partner with call center managers to track internal performance metrics and propose right staffing solutions. + Coordinate with vendors, WMATA staff, and paratransit experts to align capacity planning strategies with operational goals. + Lead weekly performance and future capacity planning sessions with WMATA staff and vendors to ensure alignment and effective execution of service plans. Qualifications + Education, Licensing, and Certifications + High school diploma or equivalent, such as GED, required; a bachelor’s degree in a related field is preferred. + Experience, Skills, and Knowledge Required + Minimum of three years of experience managing teams and developing workforce management solutions in a medium to large organization. + Thorough understanding of operational functions (reservations, scheduling, dispatch) within a paratransit environment. + Deep experience with ADA paratransit services and proficiency in paratransit scheduling software (StrataGen ADEPT preferred). + Strong analytical abilities, including forecasting, dynamic modeling, and statistical analysis. + Demonstrated critical thinking skills, leadership capabilities, and effective communication skills. Industry Knowledge + In-depth knowledge of the MetroAccess service area, including streets, landmarks, major trip generators, and transfer points. + Familiarity with ADA paratransit regulations and requirements. + Experience in managing the full set of functions necessary to run the OCC, including reservations, dispatch, and scheduling. + Awareness of industry trends and best practices related to public transit operations. Physical Requirements: The essential functions of this position require the ability to: + Work is accomplished indoors in air conditioned or well-ventilated facilities + Sit, type, and look at a computer for extended periods (up to 6–9 hours per day) + Must be able to communicate effectively in person, by phone, and in written correspondence + Work is accomplished in an office or in a cubicle space equipped with a telephone and computer + Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.HR.TalentAcquisition@transdev.com Drug-free workplace: Transdev maintains a drug-free workplace. Applicants must: + Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.). + Successfully pass a pre-employment drug screen. About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. California applicants: Please Click Here for CA Employee Privacy Policy Job Category: Operations Management & Supervisory Job Type: Full Time Req ID: 6464 Pay Group: QQP Cost Center: 454 The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law. Drug-free workplace If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check. California applicants: Please Click Here for CA Employee Privacy Policy. About Transdev Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.