Operations Manager

Mission: Manage the daily pulse of the Tram System. Lead service planning and the direction of the Central Control Post (CCP) to ensure that operations are a model of safety, punctuality and efficiency, guaranteeing an excellent travel experience for citizens.

• Direct and coordinate the operations team, ensuring the provision of a safe, punctual service in compliance with regulations and established procedures.

• Lead, motivate and supervise operational staff, maintaining close, decisive management focused on meeting objectives and service quality.

• Detect, manage and resolve operational incidents, assessing their impact on the service and escalating them to the Director of Operations when their criticality or scope so requires.

• Define, review and keep operational procedures up to date included in the Operating Project, ensuring their correct implementation and application.

• Participate in the calculation and analysis of operational and service quality indicators, through the Incident Management and Service Quality Monitoring system (GIySCS), collaborating in the identification of causes and responsibilities.

• Analyse operational results and collaborate in the definition and execution of continuous improvement plans, aimed at optimising service performance and the quality perceived by users.

• Participate in the preparation and updating of the Operational Project, contributing the vision and experience derived from daily service management.

• Participate in coordination meetings with the Administration, collaborating in the adjustment of operating plans, as well as in the definition of special or extraordinary services.

• Plan and organise the operational service, including the preparation of shifts, charts, rosters and staff rotations, as well as the associated operational planning (mapping and scales).

• Prepare and participate in the preparation of operational reports by area, on a monthly, quarterly and annual basis.

• Review and validate periodic operational reports, ensuring their coherence, technical quality and suitability before submission to the Administration.

• Ensure compliance with contractual obligations of the operations area, regarding the service provided, quality, established deadlines and the submission of reports.

• Degree in Engineering

• A related Master's degree relevant to the position offered will be valued.

• Minimum 10 years of experience, with at least 3 years as Head of Operations in public transport and 5 years as an operator or CCP manager in transport systems.

• Knowledge of computer tools and railway signalling (SCADA, CMMS).

• Ensure the provision of the transport service in a safe, punctual manner and in compliance with regulations and what is announced to passengers.

• Take responsibility for the department's operational performance, ensuring compliance with contractual indicators.

• Lead and manage the operations team, maintaining motivation, a good working environment and staff effectiveness.

• Detect, manage and resolve operational incidents, proposing solutions and escalating problems when necessary.

• Ensure the correct application of the operational procedures defined in the Operating Project.

• Supervise the analysis of indicators and the continuous improvement of the service.

• Ensure compliance with the department's contractual obligations in terms of service, quality, deadlines and reports.

• Act as the operational liaison with the Administration, in coordination with the Director of Operations.