Director of Planning and Service Development  (Full Time)
Location: Bridgeport

Pay Range $86,000 to $120,000

General Function:

The Director of Planning and Service Development is responsible for a wide range of activities related to increasing ridership and advancing the role GBT plays in its service area. Duties include bottom-line responsibility for all service planning, scheduling, blocking and runcutting, facility and amenity planning, marketing and public information, customer relations, capital programming, legislative initiatives and government relations and special projects. This position is also responsible for the management of a wide variety of projects, from inception to completion and is responsible for the maintenance, analysis and reporting of data, including reports to the National Transit Database and FTA Milestone Progress Reports.

Accountability:

This position reports to the Chief Executive Officer or his designee and supervises the staff assigned to the Planning Department.

Position Requirements:

1. Performs a wide variety of transit planning functions to support GBT’s efforts to provide fixed route and paratransit bus transit services;

2. Collects, compiles and reviews ridership, productivity and cost information for continuous service improvements;

3. Responsible for service quality improvements and monitoring system schedule adherence;

4. Prepares schedules including route design and timing and ridership and appraisal.

5. In partnership with the Manager of Transportation Operations, or their designee, leads the development of bus assignments (blocking) and bus operator assignments (runcutting and rostering), for GBT’s fixed route services, through GBT’s current scheduling software “The Master Scheduler”;

6. Maintains routes, schedules and information as appropriate;

7. Makes recommendations regarding bus route and schedule revisions to increase ridership, revenue and customer satisfaction;

8. Ushers service changes and other planning projects through public vetting and approval process according to GBT policies and procedures;

9. Responsible for development and marketing of new and innovative services;

10. May serve as the public information officer, working directly with the media, general public, local officials, government agencies and other individuals and groups by providing a broad range of public relations for the agency and customer information including media releases;

One Cross Street • Bridgeport, CT, 06610 • 203-366-7070 • www.gogbt.com

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11. Develops, implements and maintains a customer service information strategy including the use of social media;

12. Directs GBT’s capital program development including the development of capital request forms for CTDOT, coordination with the regional MPO incorporation of GBT projects in the local Transportation Improvement Plan (TIP) and State Transportation Improvement Program (STIP) and assisting in the management of grants in FTA’s TrAMS system.

13. Responsible for coordinating TIP projects and may represent the Authority at Metropolitan Planning Organization (MPO) meetings;

14. Participates in the development and preparation of Federal and State grant applications and amendments for operating, capital and planning funds. Maintains communications with Federal and State funding sources concerning grants;

15. Ensures compliance with FTA regulations including Incidental Charter, ADA, School Bus and Title VI. Has bottom line responsibility for coordinating and completing all reporting in the National Transit Database (NTD).

16. Serves as liaison to a number of local, state and federal agencies including the Connecticut Department of Transportation, the Federal Transit Administration, the local and regional planning agencies and the Metropolitan Planning Organization;

17. Constantly searches for new operating and capital funding opportunities beyond traditional funding mechanisms and pursues discretionary grants when appropriate;

18. Oversees the administration of GBT’s Municipal Grant Program (MGP) and other similar programs;

19. On-Board and On-Street Messaging – Prepares and may deploy content for all of GBT’s AVL based on-board and on-street messaging including audio advertisements and scrolling LED messages.

20. In conjunction with the Chief Operating Officer and facilities management staff, may oversee the condition and quality of GBT’s bus terminal at 710 Water Street, to ensure the facility is kept in a State of Good Repair.

21. Manages special projects, frequently through inception, planning, procurement, implementation and closeout, as specified by the Chief Executive Officer.

22. Passenger Advisory Committee – May serve as Staff Coordinator for any passenger advisory or similar committees;

23. Bus Shelter and On-Board Advertising – Manages all aspects of GBT’s out-door advertising program which currently includes exterior and interior bus advertising and bus shelter advertising. Ensures maximum revenues from these programs while balancing revenue with customer preferences and protecting GBT’s brand image.

24. Information Booth Staffing and Operations – May be responsible for the day-to-day operation of GBT’s bus station information booth and call center. Ensures that the center is open for business and appropriately staffed at all scheduled times. Ensures accurate and timely responses to telephone and in-person inquires. May manage a staff of customer service representatives. May be responsible for periodic staff training and evaluation.

25. Cultivates and maintains a strong working relationship with all GBT departments;

26. Marketing Strategy/Calendar and Branding Guide – Maintains GBT’s Strategic Marketing Plan and Calendar. Prepares annual updates and ensures

One Cross Street • Bridgeport, CT, 06610 • 203-366-7070 • www.gogbt.com

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implementation. Prepares annual outreach, marketing and promotion budget. Ensures agency-wide compliance with GBT’s Branding Guide.

27. Website – Manages content of GBT’s website through GBT’s contractor(s). Ensures accuracy and timeliness of all content. Prepares new content related to service changes and promotions as required. Ensures that the site is fresh and relevant to GBT customers. Continuously reviews industry specific and other website advancements for relevance to GBT customers. Researches and prepares policy related to web content. Coordinates with marketing contractor(s).

28. Social Media – Manages all GBT’s social media and outreach systems (currently Facebook, Twitter, and Flickr) through GBT’s contractors. Responsible for regular messages and postings. Continuously monitors content for customer queries, requests and complaints. Ensures that all information is fresh and relevant to GBT customers. Coordinates with marketing contractor.

29. Print Media – Develops content, manages design and production of all GBT print media and internal forms, including GBT’s System Timetable, ziptrip passes, various flyers and brochures, press releases, bus station signage and GBT related on-board advertising.

30. Public Outreach – Manages all aspects of GBT’s public outreach program, including public information sessions related to service changes and community engagement related to Title VI of the Civil Rights Act of 1964. Responsible for ensuring compliance with GBT’s Public Outreach Plan and for plans of continuous improvement.

31. Other duties as assigned by the Chief Executive Officer or his designee.

32. Customer Experience Assessment – Beyond assessing and reacting to customer complaints, manages an on-going program for proactively assessing the quality of GBT customer’s experience. Using a variety of techniques and surveys, assesses current customer perceptions related to GBT services, including but not limited to bus cleanliness, timeliness, quality of amenities (shelters, stops), safety, staff professionalism and courtesy, service span, frequency, crowding and the ability to find and understand service information.

33. Research/Discovery – Manages an ongoing process to improve GBT’s understanding of its riders (why they are riding, how they get their information, language preferences, demographic and socio-economic information). Additionally, continuously expands GBT’s network of stakeholders and community partners.

34. Serves as system administrator for GBT’s scheduling system “The Master Scheduler” and CAD / AVL system “OnRoute (formerly TransitMaster)”.

Requirements:

• This position requires a Bachelors Degree from a recognized college or university and demonstrated, progressively responsible management experience in public transportation is preferred;

• Administrative principles and methods, including goal setting, program and budget development and implementation;

One Cross Street • Bridgeport, CT, 06610 • 203-366-7070 • www.gogbt.com

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• Ability to master complex software systems such as The Master Scheduler (TMS), OnRoute (formerly TransitMaster) and various web-based and other content management systems;

• Demonstrate strong interpersonal skills;

• Demonstrate a mastery of the Microsoft suite of software including Word, Excel, Publisher, PowerPoint, Outlook and Access and the ability to learn new software systems;

• Strong leadership skills;

• Outstanding customer focus;

• Strong project management skills and the ability to manage complex projects from conception through close-out;

• Ability to serve as the GBT’s public information officer working directly with the media, general public, local officials, government agencies and other individuals and groups;

• Demonstrated ability to prepare and deliver public presentations and present to GBT’s Board of Commissioners.

• Ability to conduct procurements under federal regulations;

• An understanding of Metropolitan Planning Organization process;

• An understanding of federal grants management and compliance, including Federal Transit Administration and other U.S. Department of Transportation programs;

• A comprehensive understanding of bus transit, both fixed route, paratransit, microtransit and other service designs;

• Demonstrated ability to establish, oversee and maintain effective working relationships with staff;

• An understanding of marketing and community engagement strategies for transit;

• A detailed understanding of urban, community and regional planning processes;

• This position requires outstanding written and oral communication skills, the ability to prepare and provide presentations to large, public groups, to attend training, meetings and various outreach activities outside of traditional office hours;

• This position may require travel from time to time.

Other Duties:

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this position. This position may be required to perform job related tasks other than those specifically presented in this description. The description is not a contract or guarantee of any kind, can be changed or eliminated at any time and does not alter the at-will status of all non-contractual employees.

Safety

Responsible for contributing to a safe and secure work environment. Is cognizant of surroundings and acts in a safe manner at all times. Is knowledgeable of and adheres to OSHA, GBT and other safety standards, directives and advisories, both written and verbal. Uses safety equipment and protective clothing as appropriate and necessary. Maintains good housekeeping habits in work area to avoid injury to self or others. Immediately reports to supervisor or risk manager any safety or security issue, and makes recommendations for improvement. Observes building access restrictions and locks doors when not present. Knows the nearest two safety exits and participates in safety drills.

Greater Bridgeport Transit | 1 Cross Street, Bridgeport, CT 06610 | 203-366-7070 | info@gogbt.com

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