Director, Control Center Operations

  • Chicago Transit Authority
  • Chicago, Illinois

Job Description

Director, Control Center Operations - (1900003N)


Directs and manages the Authority’s Control Center operations in providing authority and direct coordination of communications and incident management response for various Authority staff during the management of accidents, incidents, and service disruptions. Plans and administers, through management staff, programs, procedures, and objectives to ensure that a high quality of bus and rail service is provided in a safe, efficient, and expeditious manner to internal and external customers.



Manages and directs all activities associated with control center personnel engaged in receiving and issuing communications and directives. Assigns and delegates responsibility for specific projects or functional activities to staff.Oversees the flow of information between Control Center and Operations staff for all accidents, incidents, and service disruptions. Recommends and controls work schedules according to manpower needs, oversight agency restrictions, and budget limitations. Evaluates the performance of the Control Center Department’s supervisory staff for compliance with Authority programs and policies, and attainment of goals and objectives. Develops and manages Control Center operations to performance measures. Coordinates with various departments to establish policies to improve service quality.Analyzes, evaluates, and prioritizes multiple operations and communication problems as they deal with the Control Center and recommends and/or implements effective solutions to resolve service interruptions. Provides guidance to resolve technical problems, and examines plans and specifications to determine work procedures. Supervises and maintains a special snow command unit during inclement weather. Serve as central project manager for all internal and external Control Center projects. Identifies, defines, and secures capital funding, if possible, for Control Center projects. Analyses costs, recommends cost control measures and requisitions needed materials and equipment. Manages snow command operations for control center during inclement weather. Supervises the coordination of emergency service restoration and proper personnel notification. Meets and interfaces with various levels of management within the Authority and other transit jurisdictions. Serves on various committees and interacts with representatives from various other governmental agencies security, safety, and communications groups to develop and foster relationships that will be beneficial to the Authority. Keeps abreast of current developments and trends in Control Center operations and applies this knowledge to help contribute to the effectiveness of Authority operations. Participates in the development and administration of Authority programs, policies, goals, and objectives as directed by the Chief Transit Officer. Evaluates and monitors the performance of Control Center staff for compliance with Authority programs and policies and attainment of goals and objectives. Hires, trains, develops, monitors, and evaluates staff. Reviews and recommends personnel actions for approval. Performs related duties as assigned. MANAGEMENT RESPONSIBILITIES Reporting to this position may include the following jobs:Job Title General Manager, Control Center Manager, Administration - Control Center CHALLENGES Keeping abreast of current developments and trends in the technology and administration of Control Center Operations and continue to integrate these to Authority programs, processes, and systems. Designing processes and procedures that quickly and efficiently address service reliability problems. Liaising between divisions and departments to develop viable methods of program implementation.


Bachelor’s degree in Transportation, Urban Mass Transportation, Business Administration, or a related field, plus ten (10) years of experience in Transit Operations Management, including experience in a multi-union environment, of which five (5) years is in a management role, or a combination of education and experience relating to this position. Must possess a valid State of Illinois Driver’s License.


Requires sitting for extended periods of time, standing, visual acumen, manual dexterity, and fingering for working with computer keyboards.


Detailed knowledge of the principles and policies in Bus and Rail Operations communications and Control Center operations. Detailed knowledge of Bus/Rail vehicle operations, including restoration of service, Bus/Rail garage/terminal operations, administration and vehicle maintenance as they relate to Bus/Rail operations. Detailed knowledge of related Federal, State, and local laws and regulations as they relate to Control Center operations. Detailed knowledgeable of pertinent rules, regulations, policies and procedures and all collective bargaining agreements governing assigned employees. Strong conflict resolution and customer service skills. Strong interpersonal skills necessary to effectively communicate with internal/external customers. Strong written and oral communication skills. Strong leadership, project management, analytical and decision making abilities. Strong management and coordination skills. Intermediate computer skills. Ability to interact with internal/external customers. Ability to remain calm and respond quickly during emergencies or abnormal situations. Must be able to analyze information and evaluate results to choose the best solution and solve problems. Ability to provide effective solutions to organizational issues with integrity, initiative, and creativity. Ability to lead, motivate, build consensus and organize all facets of job responsibilities. Ability to communicate effectively, both verbally and in writing and possess analytical skills necessary for proactively responding to potential disruptions to service. Ability to work collaboratively with other Departments. Ability to anticipate, identify and evaluate hazardous conditions and practices. WORKING CONDITIONS General office environment. Eight (8) hours or longer period normally spent in the Control Center. Required to travel to various locations throughout the system to maintain a high degree of familiarity with facilities, routes, street patterns, etc. Must be available to work seven days per week, 24 hours per day, including holidays. Subject to 24 hour call. Working hours subject to change based upon departmental requirements. Stressful working conditions during emergencies. EQUIPMENT, TOOLS, AND MATERIALS UTILIZED Standard office equipment. Personal computer. telephone system, Centracom Radio Dispatch System, Enterprise Notification System (ENS) as well as CleverCad, QuikTrac, FileMaker Pro (FMP), Everbridge, Maintenance Management Information System (MMIS), and Supervisory Control and Data Acquisition (SCADA) software and various equipment relating to Control Center Operations.