Senior Specialist - Operations

Job Purpose:

Drive safe, reliable, world-class rail station operations by overseeing contractor delivery acrossstations, car parks, and customer services. Audit safety and service levels, coordinating events andemergency activations with stakeholders. Analyze controller logs and performance data andrecommend improvements that elevate passenger experience, operational efficiency and compliance.

Roles & Accountabilities:

Strategy• Develop and update station, depot, and rolling-stock design inputs to ensure operationalsuitability, safety, and HSE compliance.• Define and update station-operation rules, procedures, and work instructions, embeddingconcession obligations, KPIs, and global best practices.• Review HSQE, RSEMS/ASEMS frameworks and risk-mitigation plans and coordinate with QHSEfor operational risk assessments.• Plan and approve annual and event schedules, operating timetables, and feeder-busintegration, ensuring capacity efficiency and multimodal alignment.• Conduct passenger-demand studies and break-even analyses to forecast ridership, preventcongestion, and support future capacity.

Operations• Monitor contractor delivery of station, car-park, and customer-service functions, applypenalties, incentives, and improvement directives for compliance with service agreements.• Audit and monitor implementation of operator-proposed improvements to ensurecompliance with approved service-quality plans and operational standards.• Review and evaluate reports on security vulnerabilities and incidents and follow up oncorrective measures and audit the implementation of security performance plans.• Conduct scheduled and unscheduled audits of stations, signage, facilities, and staffcompetencies and escalate findings, track closure, and submit periodic reports.• Investigate incidents, accidents, and major occurrences and prepare reports, mandatecorrective measures, and oversee emergency drills with Dubai Police and stakeholders.• Supervise service-improvement projects, design reviews, and procurement lists to validatereadiness, snag resolution, and quality of station upgrades.• Coordinate with RTA departments and Public Transport Corporation to integrate rail serviceswith multimodal and feeder-bus operations.• Serve as a member of the Rail Agency Emergency Management Team, remaining availableduring incidents or service disruptions and executing assigned duties in coordination with theGold Commander’s directives.

Product / Process Improvement• Benchmark station KPIs, security performance, and customer-satisfaction scores againstleading metros and embed a culture of continuous improvement.• Analyze performance data, incident logs, and passenger feedback to recommend facilityupgrades, layout changes, and operational enhancements.• Lead cross-department projects, audits, and lessons-learned reviews and update procedures,emergency plans, and risk registers accordingly.

Physical Working Conditions• Perform frequent inspections of stations, depots, and interchanges under live-traffic andvaried weather conditions.• Remain on-call for special events, night shifts, and emergencies, supporting businesscontinuity and passenger safety.

Education:

• Bachelor’s/Master’s degree in Transportation Engineering, Operations Management, or Urban Planning.

Experience:

• 6+ Years in case of Master’s degree (8+ years in case of Bachelor’s degree).