COMPANY:

At Brightline, we believe in creating meaningful connections through exceptional experiences. We’re creating a brighter way to get there by making travel more convenient, more sustainable, and more hospitable every day. If you’re optimistic, forward-thinking, and interested in shaping the future of travel with us, we’d love to hear from you.

YOUR PURPOSE:

As the Manager of the Operations Center, you will play a critical role in shaping the efficiency and effectiveness of Brightline’s operational framework. Your leadership will drive the development of adaptive Standard Operating Procedures (SOPs), ensuring seamless coordination and rapid response to service disruptions. By fostering a team-centered culture, you will empower Teammates to deliver exceptional support while maintaining operational integrity. Your ability to innovate, optimize workflows, and enhance communication will directly impact service reliability, Guest satisfaction, and overall business success. With your expertise, Brightline will continue to set new standards in operational excellence and create a dynamic, forward-thinking environment.
In this role, you will oversee multiple teams who are based in-station and remote.
If you have the courage to lead, build strong relationships with people across different perspectives, and are driven to make things happen for your Teammates, this is the perfect opportunity!

YOUR ROLE [ESSENTIAL FUNCTIONS]:

• Leadership & Operations Oversight: Manage Operations Center Controllers, Guest Connections Supervisors, and Specialists, ensuring operational efficiency and Guest support.
• Incident & Service Disruption Management:
• Oversee recovery efforts, prioritize safety, and restore operations smoothly during delays or incidents.
• Guide Guest Connections Specialists in resolving grievances, handling refunds, and executing Guest recovery efforts.
• Monitor security concerns, lead emergency response efforts, and generate timely internal communications during disruptions.
• Training, Quality, & Compliance: Develop procedures, provide hands-on training, and ensure adherence to standards, including ADA compliance.
• Performance Tracking & Continuous Improvement:
• Maintain key reports, track operational metrics, and drive ongoing enhancements to Guest experience and efficiency.
• Ensure proficiency in operational tools and reservation systems while refining service processes.
• Communication: Monitor and review all Brightline communication channels, including our company intranet, bConnected, during work hours to ensure all company and department communications and notifications are promptly reviewed.
  Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice.