Control Center Operator

Your Purpose:

As an Operations Center Controller, you will play a vital role in ensuring the seamless operation of Brightline’s train services by monitoring real-time data, coordinating communications, and proactively responding to service disruptions. Your oversight of dispatch screens, radio channels, and GPS tracking will support efficient decision-making, minimizing delays and optimizing Guest experience.  You will communicate transportation plan updates to Train Dispatchers, coordinate communication between train crews, stations, ground transportation, and guest services, and provide timely and meaningful updates to Guest and Teammate information systems. The Operations Center is the heart of Brightline, receiving and sending information to and from every area of the company. You will help keep that flow moving 24 hours per day.

If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!

Your Role [Essential Functions]:

• Operational Monitoring & Coordination:
  • Monitor real-time train operations, dispatch communications, and GPS tracking to ensure seamless service execution.
  • Facilitate nightly reporting and employee communications, ensuring consistent information flow across teams.
  • Maintain accurate records of incidents, injuries, and operational challenges to support reporting and continuous improvement.
  • Anticipate potential service disruptions and develop effective recommendations to mitigate operational impact.
• Emergency Coordination & Leadership:
  • Manage communication protocols with the Dispatch Center and internal departments, ensuring timely updates during service disruptions.
  • Serve as a key point of contact for field managers and senior leaders during service disruptions, accidents, or incidents.
  • Engage in emergency simulations, ensuring readiness for critical situations and compliance with safety protocols.
• Systems Management & Information Flow: Operate software platforms to update Guest and Teammate information systems, maintaining service transparency.
• Reporting & Analysis: Prepare service impact reports, including delays, cancellations, and recovery strategies, while providing regular briefings.
• Cross-Departmental Collaboration: Participate in operational discussions and strategy calls to enhance service continuity and efficiency.
• 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. 

Managerial Responsibility:

• None

Experience & Qualifications

• Basic proficiency in Microsoft Excel, Word, and email.
• Proficient in interpreting technical documentation and explaining to non-technical users.
• Experience in a job working nights, weekends, and holidays.
• Two (2) years of experience in a dispatching or operations control center environment.
• Must be able to see and read dispatch screens and other non-audible resources.

Knowledge Skills & Abilities:

• You enjoy being at the center of the action.
• You are comfortable working 12-hour shifts.
• You are comfortable working nights, weekends, and holidays as required by your schedule.
• You are comfortable working alone in an indoor, isolated environment.
• You communicate efficiently and effectively.
• You handle challenging situations with tact and diplomacy.
• You maintain accurate documentation.
• You remain calm and professional when dealing with difficult situations.
• You provide responsive follow-up communication.
• You follow protocols but are comfortable deviating appropriately when circumstances change.
• You are accountable for your actions and expect accountability from others.

Work Environment: 
Works in a clean, air-conditioned office space, free of noise, dust, and humidity.

Physical Demands:
While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk and hear.  Occasional lifting of light items required.  No specific vision requirements.

Objects weighing 70 pounds or more must be accompanied by a second individual to avoid injury.