Hamilton, Ontario

Position: Field Operations Manager
Organization: Hamilton Bike Share Inc.
Location: onsite at operations HQ in downtown Hamilton, as well as occasional offsite work throughout the Hamilton Bike Share service area

• Full-time, permanent position
• Annual salary: $62,500 - $68,438 in accordance with Hamilton Bike Share’s Pay Grid
• Benefits include 3-weeks paid vacation, extended health care coverage (100% employer-paid), and free access to bike share.

• Location: Onsite at operations HQ in downtown Hamilton, as well as occasional offsite work throughout the Hamilton Bike Share service area
• Deadline to Apply: Rolling
• Start Date: ASAP

Hamilton Bike Share Inc. (HBSI) is responsible for operating the City of Hamilton’s bike share system, including all maintenance, repair and field operations that enable thousands of users to utilize the service to get around the city. The Field Operations Manager is an division leader in charge of all Field Staff and Field Activities and is committed to HBSI’s mission “to enhance the quality of urban life by improving equitable access to bicycles in Hamilton”.

This position reports to the Executive Director. The field operations staff (Driver/Trike Rebalancers, Field Operations Leads, and Field Technicians) report directly to the Field Operations Manager. Meet some of the diverse members on our team by watching this two minute video.

You are:

• a strong people manager: you have experience managing employees and getting people motivated to do their best work. You have strong communication skills, enjoy collaborating and are an admirable leader who can deliver constructive support.
• organized and detail oriented: you can juggle multiple tasks and projects by staying organized and creating systems to maintain and track information. This includes identifying and implementing systems, processes, and technology solutions to improve efficiency. You have experience coordinating and managing projects with competing priorities and many moving parts.
• a problem solver: you are a solution-oriented doer with critical thinking skills, and you can resolve conflicts as needed. You approach problems strategically and with curiosity. You know what data to measure and how to apply it in order to optimize outcomes. You find joy in making improvements and seeing the results of your actions.

We encourage candidates from a wide variety of backgrounds to apply. A technical, bike-based, or operations-focused background is a plus, but is not a requirement to be successful in this role. If you have experience managing teams in any kind of service-delivery context, we’d love to hear from you.

What You’ll Do:

Manage the day to day operations of all Field Operations of the bike share system, including:

• Manage, mentor, and motivate the growing operations team in the field, including:

  • Schedule staff, tracking attendance, and reporting hours for payroll

  • Performance reviews, check ins, and professional development within the team

  • Identify key performance indicators, assessing KPI outcomes, and developing associated incentive and action plans for accountability

  • Facilitate staff meetings and team building activities

  • Administer and communicate progressive discipline policies with staff as needed

  • Coordinate an on-call schedule and respond to evening and weekend calls or messages from field staff as needed, along with the Field Lead and Executive Director

  • Engage with the Field Operations Lead to guide processes and coordinate priority tasks

  • Shadow field staff to ensure oversight, support staff in their roles, and assess health and safety considerations

  • All other recruitment and retention measures to support the rebalance team

• Manage assets, including PPE and maintenance of all field equipment and vehicles (together with the Team Lead):

  • Create asset replacement strategies and support new tool and equipment acquisition for Field Operations

  • Engage with Workshop Leads and Managers to develop triage and quality standards for the bike fleet

• When operationally necessary, contribute to regular rebalancing and field duties (up to and including 3 days per week) including driving and riding in company vehicles (trucks, vans, bikes) and carshare:

• Inspect and maintain bikes and hubs (including mechanical and electronic issues)
• Install and maintain hubs, including racks, bikes, signs, and space around hub
• Redistribute bikes between hubs and to/from the workshop for service
• Drive a redistribution vehicle safely in an urban setting
• Learn to use and train staff on cargo e-trikes and cargo e-bikes

• Report and ensure processes are documented electronically

• Lead and participate in continuous improvement projects across Operations, including work spaces, field operations procedures, and organization-wide SOPs:

  • Liaise with our customer support team and Everyone Rides Initiative equity team as needed to interface user account management with fleet and operational needs

  • Identify data metrics and opportunities for increasing ridership and improving the user experience

• Enhance, implement and maintain HBSI’s Health and Safety Program, including:

  • Ensure the work environment is safe and compliant with health and safety requirements. This includes inspections, signage, policy development, oversight, and reporting.

  • Complete health and safety training as assigned

• With the Executive Director and leadership team, oversee special operational projects, deliver associated reporting, contribute to the development of the annual operations budget, and engage in Strategic Planning
• Support the delivery of and adherence to HBSI policies for the entire team, including our in-house SOPs and best practices like the Decent Work Implementation Plan, Living Wage commitments, Black Lives Matter Action Plan, Employee Manual, Operations Manual, Health and Safety Policy, Anti-Racist & Equitable Recruitment Policy, and others
• Maintain a positive work environment that aligns with our workplace culture; model leadership and accountability
• Other tasks as are operationally necessary

Requirements:

• 3+ years experience supervising people
• Ability to motivate and collaborate with a broader team to create a positive work culture
• Strong communication skills and the ability to engage with multiple stakeholders
• Demonstrated leadership capacity, ownership over work, and organizational abilities
• Valid driver's license and clean driving record (you do not need to own a vehicle)
• Ability to lift and move equipment up to 50 lbs on occasion
• Flexibility to occasionally work irregular hours (evenings, weekends as needed)

It’s a BONUS if you have:

• Basic bike repair abilities
• Experience in Health and Safety Coordination or Management
• Experience in budget development, monitoring, and reporting
• A love for Hamilton and a desire to support community initiatives, active transportation, and getting more people on bikes
• An understanding of decent work principles, equity, anti-racism and anti-oppression

How to Apply:

Use the subject line “Field Operations Manager Role” and email your cover letter and resume in one PDF attachment to jointheteam@hamiltonbikeshare.ca .

Please indicate you saw this posting at GoodWork.ca.

All applications will be accepted on a rolling basis until the position is filled. Please let us know if you require accommodations during the application and interview process.

Our organization is committed to equity and anti-racism, and we seek to cultivate an inclusive team and welcoming workplace. We encourage candidates from diverse identities to apply, including people who identify as BIPOC and/or racialized, people with disabilities, and people from the LGBTQIA2S+ community.

Actions we are taking to help create a diverse and inclusive workplace include, but are not limited to:

• Providing annual anti-racism, anti-oppression training to all staff.
• Paying a living wage to all staff as a starting point toward justly compensating them for their labour, in addition to broader Decent Work practices.
• Avoiding tokenism: diversity is a policy and culture, not a checklist.
• Openness to candidates who may have some of the same strengths but different experience beyond the confines of our job posting.