AECOM DOC Operations Manager in Thomaston, Georgia
United States of America - Georgia, Thomaston
The DOC Operations Manager (DOM) shall be responsible for the day-to-day operations activities taking place at a Georgia Department of Transportation's District Operations Center (DOC). The DOM will be responsible for staff administrative functions; hiring, developing, and evaluating DOC operations staff; coordinating staffing levels and schedules; and operations performance metrics. The DOM shall work with District staff to identify and implement district-specific customer service and incident management strategies and goals.
The routine responsibilities of this position include, but are not limited to:
Work with the COM to ensure that the appropriately qualified DOC staff are hired, and appropriate staffing levels are maintained at all times
Ensure positive staff-customer interactions
Ensure that customer service-related calls are thoroughly documented; the matter is handled efficiently; and that the customer is notified of actions taken and outcome
Work with the OM to coordinate scheduling and staffing needs
Provide traffic management and incident management technical support as necessary
Conduct performance testing of all DOC Operations Supervisors, DOC Operators, DOC Specialists, DOC Trainers, DOC Quality Specialist, DOC Technical Specialist, and DOC Media Liaison to ensure appropriate service levels are being maintained. Take the appropriate corrective action if unsatisfactory results are obtained
Manage TM Operations SOP, SOG, and Manuals compliance
Ensure that all DOC tasks are on schedule
Oversee the support of emergency operations such as severe weather events
Oversee the support of special events that generate high concentrated traffic such as, but not limited to, sporting events, political rallies, religious gatherings, etc.
Responsible for creating and fostering a work atmosphere that promotes positive morale on the operations floor
Perform TM Operations, incident management, travel information dissemination, and customer service tasks, not explicitly identified, that fall within the scope of the project.
BA/BS plus 8 years of related experience or demonstrated equivalency of experience and/or education
Three (3) years of progressive experience managing TOC operations or similar operations
Two (2) years of customer relations experience;
Experience in traffic incident management, arterial signal timing, and coordination, multimodal transportation operations authorities, or similar operations programs.
- GDOT DOC Management experience
What We Offer
When you join AECOM, you become part of a company that is pioneering the future. Our teams around the world are involved in some of the most cutting-edge and innovative projects and programs of our time, addressing the big challenges of today and shaping the built environment for generations to come. We ensure a workplace that encourages growth, flexibility and creativity, as well as a company culture that champions inclusion, diversity and overall employee well-being through programs supported by company leadership. Our core values define who we are, how we act and what we aspire to, which comes down to not only delivering a better world, but working to “make amazing happen” in each neighborhood, community and city we touch. As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.
Job Category Transportation Operations Management / Traffic Monitoring
Business Line Transportation
Business Group Design and Consulting Services Group (DCS)
Country United States of America
Position Status Full-Time
Requisition/Vacancy No. 239965BR
Additional Locations US - Atlanta, GA - 1360 Peachtree Street NE Suite 500
Clearance Required No
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.