Letting Manager jobs

About the Role

Care Calgary Inc, a growing paratransit service provider, is seeking an Operations Manager to own day-to-day operations for our paratransit service in Calgary. This is a hands-on role with full accountability for scheduling, dispatch, driver performance, and front-line labour relations. The successful candidate will run the daily operation independently and will play a key role in maintaining service quality in our unionized environment.

This role calls for someone who can operate independently across three areas:

• Day-to-day operational ownership of specialized transit service delivery
• Labour relations judgment at the operational level
• Execution of operational projects and process improvements

Key Responsibilities

Operations Leadership

• Own daily paratransit operations, including scheduling, dispatch, on-time performance (OTP), and fleet/vehicle allocation
• Monitor and address driver performance issues, including OTP shortfalls, in a fair and consistent manner
• Ensure equitable distribution of vehicles (including hybrid fleet) across drivers and routes
• Supervise dispatch staff, including coaching on communication tone, professionalism, and documentation standards
• Identify and close gaps in day-to-day operational processes, such as end-of-shift reporting and review procedures

Labour Relations & People Management

• Act as the primary point of contact for day-to-day labour relations matters, looping in legal counsel or senior leadership only for matters that require it (e.g., certification activity, litigation risk)
• Interpret and apply the collective agreement; manage grievances through to resolution
• Support collective bargaining processes, including preparation and follow-through
• Manage discipline processes fairly and consistently, ensuring documentation meets legal and organizational standards
• Own full-cycle recruitment for drivers and dispatchers, from sourcing and screening through interviewing and hiring

Project Execution

• Own execution of operational and process improvement projects (e.g., SOP updates, technology rollouts), from planning through rollout, within the operations function
• Establish milestones and provide clear status reporting for active projects
• Proactively surface risks, delays, and resourcing needs to leadership rather than letting projects stall

Training

• Own training delivery for drivers, dispatchers, and operational staff — onboarding, ongoing skills development, and compliance training
• Build and maintain training materials that support consistent service quality

Customer Service & Stakeholder Relationships

• Build and maintain strong, trust-based relationships with Calgary Transit Access and other key external stakeholders
• Champion service excellence and customer service standards across the operation

Ownership & Independent Execution

• Operate independently and take full ownership of day-to-day operations, with minimal direct supervision
• Take initiative in identifying problems and driving improvements across the operation
• Track and measure operational KPIs on an ongoing basis, working to meet and exceed baseline targets

Reporting & Communication

• Prepare clear, regular operational reports for senior leadership without needing to be chased for updates
• Support presentations to leadership and stakeholders as required

Qualifications

Required

• 3+ years of management experience within paratransit, specialized transit, or a closely related transportation service, with demonstrated ability to run daily operations independently
• Demonstrated experience in labour relations within a unionized or newly unionizing environment (collective agreement interpretation, grievance handling, bargaining support)
• Experience taking projects from planning to completion on schedule, without close oversight
• Strong people management skills, including performance management, coaching, and discipline
• Good judgment and discretion in handling sensitive HR and labour matters independently
• Strong written and verbal communication skills, adaptable across formal (email) and informal (text/WhatsApp) channels
• Demonstrated ability to track, measure, and drive performance against KPIs

Preferred

• Post-secondary education in Human Resources Management, Business Administration, or a related field
• Exposure to working with legal counsel on labour relations matters
• Familiarity with ATU or similar transit union structures
• Exposure to SOP development or technology-enabled process improvement initiatives
• Experience working with municipal transit authorities (e.g., Calgary Transit Access)

What We're Looking For

Above all, we're looking for someone who takes ownership of the daily operation — someone who volunteers information and action rather than waiting to be prompted, and follows through on commitments without requiring repeated check-ins. This person is a genuine people person who builds trust easily with drivers, dispatchers, and external partners, and leads in a way that earns the confidence of the team. They're curious and adaptable, quick to pick up new tools and technology and eager to keep growing in the role. Clear, regular reporting comes naturally to them, so leadership is always informed without needing to ask.

Reporting Structure

Reports to the Vice President, Passenger Transportation Services on strategic direction, growth initiatives, and matters requiring legal counsel. Owns and runs the day-to-day operation independently, and coordinates directly with dispatch and driver teams.

We are an equal opportunity employer.

Pay: $85,000.00-$120,000.00 per year

Benefits:

• Company events
• Dental care
• Extended health care
• On-site parking
• Vision care

Work Location: In person