• Full-time, permanent position (flexible scheduling options are available)

• Annual salary: $73,222 - $82,347, 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

Who We Are:

Hamilton Bike Share Inc. is the not-for-profit organization 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. We also host the Everyone Rides Initiative, an equity program that is designed to remove barriers to accessing bikes through subsidized membership options, adaptive bike options, programming and community engagement. The organization is powered by a hard working, passionate, and resilient team of people who care about our city and the benefits of bike share.

The Operations Director is an organizational leader 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. Direct reports include Bike Mechanics, Technical Leads, the Workshop Duty Manager & the Field Operations Manager. Field Leads, Rebalancers, and Field & Fleet Technicians report to the Field Operations Manager. 

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. You are passionate about fostering an inclusive environment for your team.

• 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. 

What You’ll Do:

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

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

• Scheduling staff with When I Work and other tools

• Tracking attendance and reporting hours to for payroll to our bookkeeper

• Development and delivery of performance reviews and check ins for direct reports

• Coordinating and/or delivering training and education that supports professional development within the team

• Identify key performance indicators, assess KPI outcomes, and develop associated incentive and action plans for accountability

• Facilitate staff meetings and team building activities

• Administering and communicating progressive discipline policies with staff as needed

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

• Engage with the Workshop Duty Manager, Field Operations Manager, and Field Leads to guide processes and coordinate priority tasks

• Service Delivery: 

  • 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  

  • Management of WSIB claims & the modified duties and return to work programs 

• Fleet management for both the bike share fleet and operational vehicles

• Asset management, including bike parts orders inventory, and the coordination and maintenance of vehicles and equipment used in operations (together with the Team Leads)

• Create asset replacement strategies and support new hardware selection for the bike share fleet; lead hardware testing procedure development together with our bike supplier, including electric bikes and associated software and firmware

• Shadow field staff as they deliver their daily tasks on a recurring schedule to ensure oversight, support staff in their roles, and assess health and safety considerations. This includes occasional driving and riding company vehicles (trucks, vans, bikes) and carshare

• Scale bike share operations: ensure the growth of the fleet, and team are scaled in a sustainable way that aligns with operational goals and factors in the needs of key stakeholders

• Optimize the functionality of the work spaces in the workshop, field, and storage facilities

• Develop and modify operational procedures that improve performance and increase efficiencies

• Utilize software and online backend platforms to manage the system and fleet; create and maintain spreadsheets and other data tracking systems

• Liaise with our customer support team and ERI Team as needed to interface user account management with fleet and operational needs

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

• Strategic Planning, Policy, and Reporting:

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

• Liaise with key stakeholders, particularly our partners at the City of Hamilton in order to complete projects and report on our operational outcomes and budget

• Identify and apply for grants that serve the organization’s goals and operational objectives; demonstrate ROI in written descriptions and create project budgets accordingly

• Oversee special operational projects and deliver associated reporting to funders

• Build out and manage the annual operations budget together with the Executive Director

• Engage in Strategic Planning together with our leadership team and Board of Directors; report high level successes and challenges as they relate to our Strategic Plan

• 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.

• Represent the organization at key events, such as industry conferences, committees, and community meetings. Act as a bike share ambassador and HBSI diplomat.

• Maintain a positive work environment that aligns with our workplace culture; model leadership and accountability 

• Other tasks as needed to deliver our mandate. 

Requirements:

• Experience supervising people and managing teams to create an inclusive culture

• Data analysis skills and an inquisitive personality willing to question norms and build creative solutions

• An understanding of decent work principles, equity, anti-racism and anti-oppression

• Strong communication skills and the ability to collaborate and engage with multiple stakeholders

• Demonstrated leadership capacity, ownership over work, and the ability to stay organized while managing competing deadlines

• 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

• A love for Hamilton and a desire to support community initiatives, active transportation, and getting more people on bikes

It’s a BONUS if you have:

• Experience in fleet management or logistics operations

• Experience with shared mobility, public transit service delivery, and/or electric vehicles

• Background in customer-focused operations

• Bike expertise, including an understanding of the industry and/or basic bike repair abilities

We encourage candidates from a wide variety of backgrounds to apply, even if you don’t feel you meet all the requirements of the role. 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, non-profit leadership, community-driven work, strategic planning, or policy work, we’d love to hear from you. 

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.