Operations Center Manager - Miami - Brightline

Description

Company

At Brightline, we believe in creating meaningful connections through exceptional experiences. We're creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day.

Brightline's Operations Center stands at the core of our operations, communicating plans and service changes with the transportation office, station teammates, mechanical facilities, and other critical operations teammates within the organization, updating passenger information systems, alerting operations leaders to escalated circumstances, and executing service recovery plans, bridging departmental divides to keep the operation running smoothly.
Additionally, the Operations Center also handles guest communications, case management, and general support via digital channels and by telephone, re-accommodating guests during service disruptions, accessing travel records in the reservation system, collecting and sharing feedback to digital technology partners, providing brand ambassadorship in answering general questions, and guest compensation and recovery when appropriate.

If you are a collaborative, passionate, and reliable leader with a strong operational drive, innovative mindset, and proven leadership experience, we invite you to join us in shaping the future of travel
Your Purpose

The Operations Center Manager is responsible for developing and enhancing thoughtful and adaptive standard operating procedures that inform the activities of the Operations Center teammates. In this important role, you will effectively Co-Manage a team of Operations Center Controllers, Guest Connections Supervisors, and Sr. Guest Connections Specialists, and Guest Connections Specialists as they support the company's operations and ensure adherence to Brightline standards as they represent the company through e-mail, chat, and phone.

Your Role

Team Management

Develop and evolve standard operating procedures, providing hands-on training, and performing routine quality oversight.
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.
Train and empower Guest Connections Specialists, Senior Specialists and Guest Connections Supervisors to take ownership of guest grievances with a solutions-focused approach.
Support Guest Connections Supervisors on escalated or particularly complex guest grievances and be prepared to assist with answering calls while evolving the strategy of the Guest Connections team.

Innovation and Development

Be a key contributor to the development and constant innovation of Brightline's operations tools, practices, standards, and issue resolution process.
Operations Center Management

Manage operations during disruptive circumstances including delays and incidents involving people, facilities, and trains, prioritizing guest and teammate safety while efficiently restoring service.
Translate highly technical operational information to easily digestible guest and team-facing communications to ensure widespread understanding and compliance with operational procedures and plans.
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, and assisting with recovery during and post-incident.
Be familiar with common emergency management procedures, juggling real-time priorities and making fast-paced decisions.

Reporting and Communication

Produce recurring reports to track and communicate performance against key operational metrics. Report any escalated issues in a timely manner to appropriate managers.
Monitor and review all Brightline communication channels, including our company intranet, bConnected, during work hours to ensure all company and department communications and notifications are promptly reviewed. Safety and Security

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 response center agents in answering telephone calls according to ADA compliance guidelines.
Guest Relations

Track common questions, comments, and grievances and develop and monitor key performance indicators to reduce their occurrences.
Handle ticket and reservation inquiries; demonstrate working knowledge of the booking and travel policy, fare structure, seating layout, and special service requests.
Handle guest case management, bulk-handling guest reservations during service disruptions, accessing travel and communication records, collecting and sharing feedback with digital technology partners, providing brand ambassadorship and guest advocacy, and guest compensation and recovery when appropriate.
Your Qualifications:

Minimum (5) years of operations management experience in another high-traffic transportation, emergency management, or hospitality field OR minimum (3) years of operations management experience in the rail industry.
Ability to work various shifts, including weekends and holidays. A willingness to work in rotation, to be on call 24 hours per day, 7 days per week as needed to support the operation (and to ensure coverage during periods of unavailability).
Ability to coach and counsel teammates on grammar when writing emails or chatting with guests over the computer, process adherence, and brand tone.
Ability to remain steady under pressure and help others maintain focus and purpose during stressful circumstances.
Experience developing others and teaching standard operating procedures.
Organizational skills and ability to handle multiple concurrent tasks, prioritizing what is most important first.
Proficiency in computer skills including Microsoft Suite (Word, Excel, Teams, PowerPoint), advanced scheduling, reservations, fleet management, and mass-communications software.
Ability to speak, read, and write English at minimum a High School level, and type at least 65 words per minute. Basic data collection and data analysis skills.
Preferred Qualifications: Control center experience in rail or aviation is a huge plus. Ability to speak, read, and write in multiple languages desired.