Director Operations and Performance Improvement

Skills:

• Ability to lead and gain buy-in from GMs, frontline leaders, corporate support teams, and clients/partners
• Ability to work across the business and collaborate with leaders of multiple disciplines, including HR / Labor, Finance, Legal, IT, Operations, Maintenance, Safety, Business Development, etc.
• Strong written communication, organization, and follow-through skills
• Ability to meet tight deadlines and manage multiple projects simultaneously
• High mobility and willingness to travel to assigned properties as required
• Proficiency with Microsoft Office Suite
• Ability to evaluate staffing plans, operational frameworks, and resource needs
• Strong analytical capability to assess operational issues, identify root causes, and recommend corrective actions
• Strong risk awareness and ability to manage operational, financial, and performance-related risks

Knowledge & Experience

• Operational management experience in transportation or a comparable industry (multi-site preferred)
• Experience supporting multiple locations or managing multi-state operations
• Proven ability to work with diverse teams and drive alignment across varying site cultures
• Bachelor’s degree in Business, Transportation, or related field (or equivalent industry experience)
• Experience working with performance indicators, operational KPIs, and continuous improvement frameworks
• Ability to discuss P&L performance in both financial and operational terms
• Exposure to contract management and client-facing environments
• Understanding of public transportation operations, regulatory expectations, and industry norms

Key Accountabilities:

Operational Oversight Support:

• Directly oversee contracted transit properties as assigned, ensuring delivery of safe, reliable, and compliant service.
• Provide operational support to Regional VPs of Operations, acting as an extension of regional leadership.
  • Support properties in developing annual budgets and monitoring financial performance.
  • Assist GMs in achieving labor productivity, cost control, and revenue optimization goals.
  • Support client engagement / stakeholder relationships
  • Support adherence to financial processes including payroll accuracy, receivables, payables, and month-end reporting.
  • Monitor contractual compliance and assist in preparing for client reviews and audits.

Performance Management & Action Plan Execution:

• Partner with the KNA Performance team, Operations leadership, clients/partners, and GMs to implement action plans resulting from analyses, site visits, and contract reviews.
  • Work with GMs and site leaders to ensure corrective actions are clearly understood and executed.
  • Support client/partner communications for contract management-related action plans
  • Track, monitor, and report on progress of all performance improvement actions.
  • Prepare structured, timely status reports for both Operations and Performance leadership.
  • Escalate risks, delays, or systemic issues that impede progress.

Leadership Support & Special Projects:

• Champion deployment of operational tools and best practices.
• Promote positive culture, accountability, and employee engagement.
• Encourage continuous improvement and progressive problem‑solving across sites.
• Help strengthen client relationships through communication, issue resolution, and operational transparency.
• Contribute to regional business development efforts by identifying improvements, innovations, or revenue opportunities.
• Support mobilization and demobilization of contracts using structured project management principles.
• Lead assigned special projects—including operational interventions, process improvements, financial controls, safety culture enhancements, or cross-functional initiatives.

Additional Statements:

• Employment is contingent upon successful completion of drug/alcohol screening, background checks, and a physical examination.
• Safety is a foundational value; all employees are expected to prioritize and model safe behaviors.
• The organization is committed to minimizing environmental impact and promoting sustainable operations.
• Equal Employment Opportunity is afforded to all employees and applicants regardless of protected characteristics.