Dart Operations Manager in Des Moines, Iowa

Operations Manager - Service Delivery


Local and state leaders created the Des Moines Area Regional Transit Authority, or DART, out of the Des Moines Metropolitan Transit Authority, or MTA, in 2006. The move has enabled the agency to begin evolving into a more regional transit system.

DART is the largest public transit agency in Iowa, serving 14 member governments, including Alleman, Altoona, Ankeny, Bondurant, Clive, Des Moines, Granger, Grimes, Johnston, Pleasant Hill, Polk County, Urbandale, West Des Moines and Windsor Heights.


Enriching Lives, Connecting Communities, Expanding Opportunities.

What do we offer?

•Health Insurance•Dental Coverage•Vision Care•Group Life Insurance•Deferred Compensation Plan•I.P.E.R.S. Retirement System•Long Term Disability•Short Term Disability•Flexible Benefit Plans•Paid Time Off (PTO)•Tuition Assistance•Holidays

+ + Knowledge of transit principles/practices relating to overall transit operations; and applicable Federal, State and Local laws, rules and regulations governing public transportation

  • Knowledge of the Americans with Disabilities Act and its requirements as they pertain to the needs of transit riders

  • Knowledge of statistical analysis and metric based decision making

  • Knowledge of the Des Moines and surrounding area city streets, landmarks and related geography in the DART service areas

  • Knowledge of personal computers and current software programs for word processing, spreadsheets, presentations, email and databases at the advanced level of proficiency; as well as general knowledge of specialized software related to functional area; knowledge of Trapeze Ops beneficial

  • Knowledge of change management philosophy

Position Summary:

The Operations manager – Service Delivery is responsible for all ensuring that fixed route and paratransit service is delivered in a seamless manner that properly balances the operational goals of DART using metric based analysis and decision making. Providing direct supervision to the Dispatch Function and indirect oversight over the Operations Supervisors the Operations Manager – Service Delivery will ensure that actions taken are recorded and analyzed for trends and potential opportunities.

Essential Functions of this Position:

  • Establish and maintain effective, cooperative working relationships while communicating effectively internally to promote an open door atmosphere, team build, problem solve and build rapport to positively influence the actions and responsibilities of bus operators and supervisory staff and to interact regularly with other departmental employees to ensure safe and efficient operations; and externally to interact and respond to the general public in giving or receiving basic information by telephone or in person for various customer issues as they relate to transit services.

  • Responsible for Daily Service Provision for fixed route and paratransit including the following functions:

  • Dispatch – both radio dispatch and window dispatch

  • Service monitoring Fixed Route and Paratransit services including, but not limited to, on-time performance, ad hoc detours, route adherence, roadcalls, and requests for assistance.

  • Ensuring billing data and information is accurate and complete

  • Preparing paratransit schedule for following day

  • Allocates work related to bus assignments, extraboard and overtime management, and work coverage assurance.

  • Liaison with external stakeholders for development of service structures including but not limited to Polk County and Iowa Medicaid brokers.

  • Serves as a member of the DART emergency response team; responds to incidents including, but not limited to, critical incidents, service requests, severe weather service management.

Additional Responsibilities of this Position:

  • Works closely with the Customer Experience Team to ensure that DART services adhere to the Americans with Disabilities Act.

  • Works closely with the Safety Department to ensure proper Incident Reporting; ensures that incidents are recorded adequately by dispatchers, operators and supervisors.

  • Present data and decisions to internal and external stakeholders through a variety of communication methods

Education and/or Experience:

  • Bachelor’s Degree from an accredited college or university in Business Administration or Transportation related field

  • Five (5) years’ experience in a progressively responsible management role, preferably in transportation, transit or service related industry.

Knowledge, Skills, Abilities and Competencies:

Knowledge of:

Skill, Ability or Competency to:

  • Ability to demonstrate a variety of leadership skills based on individual and situational needs

  • Ability to interpret and analyze data to produce data-driven decisions

  • Ability to respond to emergency situations including inclement weather

  • Ability to work in an environment requiring strong discipline and attention to detail

  • Ability to make decisions and use sound judgment regarding scheduling of work, emergency operations and related program activities

  • Ability to deal effectively with a variety of practical problems encountered in system control processes and working effectively with unit and departmental personnel in the provision of timely, cost effective transit service

  • Ability to communicate effectively orally and in writing

  • Ability to understand and interpret collective bargaining agreements to provide consistent direction and application of work rules to transportation personnel

  • Skill in the fair and consistent evaluation of personnel and resolution of problems encountered

  • Ability to successfully transition new policies and plans to operating personnel and ensure all are followed and applied consistently

  • Advanced ability to productively manage and/or participate on a team or in a team environment, including the ability to develop a team approach to producing high quality results

  • Ability to perform intermediate functions within Microsoft Excel, Word and PowerPoint

  • Ability to present to internal and external stakeholders, including the DART Commission

  • Ability to obtain and maintain a Class A CDL with airbrake and passenger endorsements, and to safely operate all agency vehicle types

  • Ability to pass a DOT Drug and Alcohol test

  • Ability to obtain and maintain a DOT Medical Card

Supervisor Responsibilities:

This position has direct supervisory responsibility over:

  • Operations Dispatchers

This position has indirect supervisory responsibility over:

  • Operations Supervisors as needed

  • Fixed Route & Paratransit Operators

  • Other Operations personnel as needed

Physical Demands:

On a normal work day, this position requires:

  • Prolonged periods of sitting, standing and/or walking

  • Extensive use of hands, fingers and arms in operations requiring constant handling of paper documents, computing and entering data using a keyboard and ten key calculator

  • Clarity of vision at 20 inches or less to read and enter numerical data

  • The ability to hear normal verbal conversation with or without corrective devices to communicate with co-workers and customers

  • The ability to speak and read the English language clearly and concisely

  • Routine lifting of objects under 10 pounds; occasional lifting of objects up to 50 pounds

Work Environment:

  • Work is performed in a general office environment, heated during the winter and cooled in the summer.

  • Work may occasionally be performed outside to operate an agency vehicle or investigate transit related accidents and/or incidents


This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the position. While this list is intended to be an accurate reflection of the current position, DART reserves the right to revise the functions and duties of the position, or to require that additional or different tasks be performed when circumstances change (e.g., emergencies, staff shortages, work load changes, rush jobs, or technological developments).