Job Description
Salary Position Range: $78,901.00 - $109,218.00 Hiring Range: $89,007.000 - $104,166.000 Most applicants’ offers will fall within this hiring range based on qualifications, experience, and alignment with the role’s needs. FLSA Status Exempt Join the team that keeps the Tri-Cities moving! OUR MISSION Ben Franklin Transit (BFT) provides exceptional and cost-effective transportation services that consistently exceed customer expectations while promoting the principles and practices of livable communities and sustainable development. OUR VALUES We value customer service, collaboration, diversity, fiscal accountability, innovation, sustainability and safety. Employees and representatives of BFT are expected to uphold our values and mission. NATURE OF POSITION Lead and coordinate the daily operations and execution of the Agency’s Rideshare programs (e.g., vanpool, carpool). This role provides operational oversight, serves as a subject matter expert, and ensures program effectiveness through supervision of staff, process improvements, and cross-functional collaboration. Supports program growth, compliance, and high-quality customer experience aligned with Agency goals. Essential Duties And Responsibilities Provide day to day leadership and oversight of rideshare staff, including task prioritization, workflow coordination, and performance support Serve as the primary escalation point for complex customer service issues, including group disputes, policy interpretation, and service exceptions Oversee onboarding and full lifecycle management of program participants, ensuring consistency, compliance, and a high-quality customer experience Coordinate and optimize daily program operations, including vehicle assignments, transfers, withdrawals, closed groups, and account changes to maximize resource utilization Assist in leading staff training and development efforts, including onboarding, system usage, policy interpretation, and customer service standards Ensure accuracy, timeliness, and coordination of billing processes, including discrepancy resolution, reporting, and audit support Partner with internal departments to support fleet availability, utilization, and service continuity Monitor program performance metrics, analyze trends, and prepare reports with actionable recommendations for operational and service improvements Assist in the development, refinement, and implementation of program policies, procedures, and service standards Coordinate with external partners, vendors, and stakeholders to support program growth and retention Support and implement strategic initiatives such as fare structure updates, service expansion, and program enhancements Provide cross-functional coordination to ensure alignment of program operations with organizational goals Lead or support special projects, operational planning efforts, and continuous improvement initiatives Other duties as assigned. Knowledge, Skills & Abilities Advanced understanding of rideshare/vanpool program operations, policies, and applicable regulations Ability to lead workflows, prioritize competing demands, and support team performance in a fast-paced environment Strong analytical skills with the ability to interpret data, identify trends, and recommend improvements Ability to resolve complex customer issues using sound judgment and policy interpretation Strong communication skills, including the ability to train staff and present information clearly to diverse audiences Ability to build collaborative relationships across departments and with external partners Proficiency in program systems, databases, and reporting tools; ability to learn and implement new technologies Demonstrated ability to maintain confidentiality and handle sensitive information appropriately Knowledge of and ability to ensure compliance with agency policies, safety requirements, and applicable federal, state, and local regulations Focus on tasks and recall details; handle frequent interruptions. Other Characteristics Collaboration: Shares time and knowledge with others; adjusts priorities as circumstances dictate; follows through on commitments, accepts responsibility for actions, resolves interpersonal conflicts constructively. Diversity: Demonstrates an awareness and respect of cultural and individual values. Treats all people with dignity, courtesy and respect. Fiscal Accountability: Actively contributes to the productivity of the agency; demonstrates good stewardship of company time and resources; displays high standards of ethical