Job Title: Network Success Coordinator
Location: Austin, Texas
Job Type: Full-Time
Work Schedule: Monday - Friday 6:00am - 3:00pm
WHO WE ARE: A robust non-emergency and paratransit network of well-educated, fully organized, and technology-monitored vehicle Owner-Operators and Small Business Enterprise partners ready to transport passengers to their most valued appointments.
HOW WE COLLABORATE: Team Members strive to be visionary, proactive, and decisive. We are results driven and make Operators our top priority by providing them a high-quality of customer-centric service while being adaptable and resourceful.
THE EXPERIENCE: Big Star Transit honors the uniqueness in every Operator, Team Member, and Rider. We know it takes everyone to create the Big Star experience, and we fiercely protect the diversity of our team. At Big Star Transit, everyone is valued and included.
THE WORK: The Network Success Coordinator serves as the “boots-on-the-ground” liaison between the Network Success team and the local provider network. This role is highly visible in the field, ensuring that operators deliver safe, reliable, and contract-compliant service. Reporting directly to a Network Success Management leader (onsite or remotely), the coordinator plays a critical role in monitoring performance, addressing safety concerns, and supporting operators in meeting contractual obligations.
Responsibilities:
- Monitor service delivery on a regular basis through in-service observations, documentation and assisting network operators with normal paratransit challenges.
- Address specific service challenges and interruptions through observation, instruction and assisting network operators.
- Facilitate Behind-the-Wheel (BTW) training session for network operators, ensuring compliance with safety standards and operational protocols.
- Promptly respond to accidents or incidents involving Paratransit clients or Contractor vehicles.
- Review on-board diagnostic and camera footage of accidents and incidents with network operators to develop self-governed corrective action plans for continued success.
- Perform revenue service, transporting revenue passengers minimally and for emergency purposes (i.e., responding to vehicle breakdowns, complaints, transporting passengers and performing other supervisory duties as described) Revenue service may not exceed 25% of total hours worked per month.
- Complete special projects occasionally requested by Big Star Transit and/or the client specifically.
- Be available and flexible with work schedules based on the overall needs of business.
- Other duties as assigned by the Network Success Manager to comply with contractual obligations.
Education:
- Must complete the prescribed Operator Onboarding and Certification program to become a certified paratransit operator.
- Must possess or be willing to obtain CTAA Passenger Assistance Safety and Securement Train the Trainer Certification
- High School Diploma or equivalent
Skills Requirements:
- Must have prior Customer Service and/or Instructional training/orientation experience.
- Valid state driver’s license.
- Must have 3 years’ experience with passenger transportation services.
- Must be knowledgeable of the Americans with Disabilities Act of 1990 and the related Paratransit Services that are provided.
- Must have computer skills to complete online reports and analysis using Microsoft Word and Excel.
- Previous passenger transportation in current project or similar environment required
- Previous training and/or field supervision experience preferred.
- Ability to manage emergency situations, on site.
Language Skills:
Required:
- Ability to read, write, comprehend and speak the English language.
Big Star is an Equal Opportunity Employer. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions.
Job Type: Full-time
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Education:
- High school or equivalent (Preferred)
Experience:
- driver/operator: 3 years (Required)
- 3 years’ experience with passenger transportation services: 3 years (Required)
- Transportation management: 3 years (Required)
- Dispatching: 3 years (Required)
Language:
- Proficient English (Preferred)
License/Certification:
- CTAA Passenger Assistance Safety (Preferred)
- Securement Train the Trainer Certification (Preferred)
- Operator Onboarding and Certification (Preferred)
Work Location: In person
