What is an Operations Manager at AECOM?

As an Operations Manager at AECOM, you are the nerve center of regional infrastructure and mobility. In this role—often functioning as a Traffic Operations Center (TOC) Floor Manager or Deputy Manager—you directly impact how communities move, how safely they travel, and how rapidly agencies respond to critical incidents. AECOM is the world’s trusted infrastructure consulting firm, and our Operations Managers ensure that complex, real-time transportation networks operate seamlessly under pressure.

You will lead a 24/7 operations floor, overseeing the critical systems that provide regional traffic management, traveler information, and incident response. This is not a standard behind-the-desk management role; it is a dynamic, high-stakes position where weather events, civil emergencies, and daily traffic anomalies require decisive leadership. Your work ensures that active vehicle detection systems and traffic signals function optimally, minimizing disruptions and maximizing public safety.

This role is critical because it bridges the gap between advanced technical systems and human operators. You are tasked with transforming complex data from Intelligent Transportation Systems (ITS) into actionable strategies for your team. By maintaining rigorous training programs, developing standard operating procedures (SOPs), and leading by example, you empower your staff to deliver the operational excellence that our public- and private-sector clients expect from AECOM.

Common Interview Questions

Your interviewers will use a mix of behavioral and situational questions to gauge how you handle the realities of a TOC environment. The questions below represent the patterns of inquiry you will face, designed to test your leadership, crisis management, and process-oriented thinking.

Leadership and Staff Management

These questions test your ability to build, maintain, and audit a high-performing team in a demanding environment.

• Tell me about a time you had to hire and build a team from the ground up. What traits did you prioritize?
• How do you handle a situation where a staff member repeatedly fails to follow standard operating procedures?
• Describe your approach to creating a training program. How do you measure its effectiveness?
• Can you share an example of how you managed conflict between two operators on the floor?
• How do you balance the need for rigorous performance audits with maintaining a positive, supportive team culture?

Crisis and Real-Time Operations

These questions evaluate your decision-making speed, prioritization, and resilience under pressure.

• Describe a time when you had to manage multiple high-priority incidents simultaneously. How did you allocate your resources?
• Tell me about a situation where you had to make a critical operational decision with incomplete information.
• How do you prepare your team for an impending severe weather event?
• Walk me through a time when a critical piece of operational equipment failed during a busy shift. What were your immediate steps?
• How do you manage your own stress and keep your team calm during a prolonged emergency?

Process, Systems, and Documentation

These questions assess your technical fluency and your ability to create sustainable operational frameworks.

• Tell me about a time you identified an inefficiency in daily operations and the steps you took to resolve it.
• How do you ensure that your team's standard operating procedures remain up-to-date and relevant?
• Describe your experience working with Advanced Traffic Management Systems (ATMS).
• Can you give an example of a technical report or presentation you prepared for upper-level management? What was the impact?
• How do you translate complex traffic engineering principles into actionable guidelines for non-technical floor staff?

Getting Ready for Your Interviews

Preparing for an interview at AECOM requires a blend of operational pragmatism and proven leadership. Your interviewers will look for evidence that you can handle the dual demands of managing people and managing crises.

Operational Leadership – You must demonstrate your ability to guide, train, and audit a team of control room staff. Interviewers will evaluate how you handle shift scheduling, recurrent training, and performance assessments to maintain a high-functioning team.

Crisis and Incident Management – This role requires a steady hand during weather events or civil disasters. You will be evaluated on your ability to coordinate real-time operations under pressure, prioritize effectively, and maintain operational continuity when the unexpected occurs.

Technical Fluency and Communication – You need a strong grasp of Transportation Systems Management and Operations (TSM&O) and Advanced Traffic Management Systems (ATMS). Importantly, you must show that you can translate this complex technical information into layperson’s terms for your staff, stakeholders, and the public.

Process Improvement and Standardization – A key part of your role is developing TOC manuals and technical memos. Interviewers will look for your ability to audit current processes, identify inefficiencies, and implement robust standard operating procedures.

Interview Process Overview

The interview process for an Operations Manager at AECOM is designed to assess both your technical background in transportation operations and your behavioral suitability for leading a 24/7 team. You can expect a structured progression that moves from high-level experience validation to deep-dive scenario planning.

Typically, the process begins with a recruiter phone screen to verify your qualifications, including your willingness to work alternate schedules and pass stringent state and federal background checks. This is followed by a hiring manager interview, which focuses heavily on your direct experience with TOC environments, ITS, and staff management. The final stage is usually a panel interview featuring regional leadership and key stakeholders. During this phase, expect behavioral questions focused on high-pressure decision-making, team conflict resolution, and operational strategy.

The visual timeline above outlines the typical stages of the AECOM interview journey. Use this to pace your preparation, focusing first on articulating your high-level career narrative, and then drilling down into specific, STAR-formatted examples of incident management and team leadership for the final panel rounds.

Deep Dive into Evaluation Areas

Real-Time Crisis and Incident Management

In a TOC environment, the ability to manage emergencies is paramount. Interviewers need to know that you will not panic when multiple systems fail or a major weather event disrupts the region. You are evaluated on your situational awareness, your prioritization frameworks, and your ability to deploy resources effectively under tight time constraints. Strong performance here means demonstrating a calm, methodical approach to chaos.

Be ready to go over:

• Triage frameworks – How you determine which incidents require immediate escalation versus routine handling.
• Resource allocation – Managing floor staff and coordinating with external agencies (like the Department of Transportation or emergency services) during a crisis.
• Post-incident analysis – How you conduct debriefs and update SOPs after a major event to prevent future operational failures.
• Advanced concepts (less common) – Integrating predictive weather modeling with traffic signal timing plans; handling cybersecurity breaches in ATMS networks.

Example questions or scenarios:

• "Walk me through a time when you had to manage a severe, unexpected operational disruption. How did you prioritize your team's actions?"
• "Imagine a scenario where a major winter storm coincides with a critical system outage on the operations floor. What is your immediate action plan?"
• "How do you ensure your team remains focused and effective during a prolonged, high-stress civil disaster?"

Team Leadership and Staff Development

As the Floor Manager, you are responsible for the people who run the systems. AECOM values leaders who actively develop their teams rather than simply dictating orders. You will be evaluated on your approach to hiring, training, and auditing performance. A strong candidate will show a proactive approach to building a culture of accountability, safety, and continuous learning.

Be ready to go over:

• Training program design – Creating initial and recurrent training programs for TOC staff.
• Performance auditing – Conducting routine assessments and floor staff audits to ensure compliance with TOC manuals.
• Conflict resolution – Handling disputes or performance issues within a high-stress, shift-based work environment.
• Advanced concepts (less common) – Designing cross-training matrixes for specialized ITS equipment; strategies for reducing burnout in 24/7 on-call teams.

Example questions or scenarios:

• "Describe your process for auditing staff performance. How do you deliver constructive feedback to an underperforming operator?"
• "Tell me about a time you developed or significantly improved a training program for your team."
• "How do you maintain team morale and engagement for staff working overnight or alternate work schedules?"

Technical Systems and SOP Development

While you may not be turning wrenches, you must deeply understand the technology your team uses. Your ability to interact with Advanced Traffic Management Systems (ATMS) and understand Intelligent Transportation Systems (ITS) is critical. Furthermore, you must be able to document these systems clearly. Interviewers will assess your ability to write technical memos, develop TOC manuals, and report on equipment maintenance needs.

Be ready to go over:

• System monitoring – Overseeing control room equipment status and coordinating maintenance reporting.
• Technical translation – Interpreting complex engineering or systems data into layperson’s terms for your floor staff.
• Documentation – Writing, reviewing, and updating standard operating procedures and technical memos.
• Advanced concepts (less common) – Evaluating new ATMS software for procurement; integrating legacy traffic systems with modern IoT sensors.

Example questions or scenarios:

• "Can you provide an example of a complex technical concept you had to explain to a non-technical staff member? How did you ensure they understood?"
• "Walk me through your experience with Advanced Traffic Management Systems. How do you ensure data integrity on the floor?"
• "How do you approach writing a new standard operating procedure for a piece of equipment your team has never used before?"

Key Responsibilities

As an Operations Manager at AECOM, your day-to-day work revolves around maintaining the heartbeat of the Traffic Operations Center. You will start your days (or shifts) by reviewing the control room’s equipment status, ensuring that all systems—from active vehicle detection to traveler information boards—are fully operational. If maintenance is required, you will coordinate system reporting and ensure workarounds are in place.

You will spend a significant portion of your time leading the floor staff. This involves not only directing daily traffic management and incident response but also managing the administrative side of leadership. You will schedule shifts, ensure 24/7 coverage, and conduct routine performance assessments. When you are not actively managing the floor, you will be reviewing resumes, interviewing potential new hires, and participating in the development of the TOC manual.

Collaboration is a constant in this role. You will communicate directly with the Regional Operations Manager, upper-level management, and external stakeholders like the Virginia Department of Transportation (VDOT). You will frequently prepare technical and performance reports, using tools like Excel and PowerPoint, to brief leadership on operational efficiency, ongoing training initiatives, and recent incident resolutions.

Role Requirements & Qualifications

To be successful as an Operations Manager at AECOM, you must blend deep operational experience with unwavering reliability. The nature of managing a TOC means that the requirements extend beyond just technical knowledge into strict compliance and availability standards.

• Must-have experience – A Bachelor's degree plus 6 to 8 years of relevant experience (or demonstrated equivalency, such as an Associate's + 8 years, or High School + 10 years).
• Must-have availability – You must have the ability to work alternate schedules, be on-call 24 hours a day, and be available on-site during weather events or civil disasters.
• Must-have compliance – Passing a State and Federal criminal history background check, a pre-employment drug screen, mandatory random drug screening, and a fingerprint-based Criminal History Records Check (CHRC).
• Nice-to-have technical skills – Experience in Transportation, Systems, Management and Operations (TSM&O), Traffic engineering principles, Intelligent Transportation Systems (ITS), and Advanced Traffic Management Systems (ATMS).
• Nice-to-have soft skills – Exceptional leadership, the ability to interpret technical information for laypersons, and experience preparing management presentations and spreadsheet analyses.

Frequently Asked Questions

Q: How rigorous is the background check process for this role? Because this role involves working closely with state agencies (like VDOT) and managing critical infrastructure, the background check is highly rigorous. It includes state and federal criminal history checks, a fingerprint-based CHRC, and strict pre-employment and random drug screening.

Q: What does the "24/7 on-call" requirement actually look like in practice? While you will have a primary schedule, infrastructure never sleeps. You will be expected to answer calls from the floor during off-hours for severe escalations. During major weather events (like hurricanes or blizzards) or civil emergencies, you are required to be on-site to lead the response, regardless of the time or day.

Q: How much technical engineering knowledge is required versus pure management experience? Management and leadership are the primary focus. However, you must have enough technical fluency in TSM&O, ITS, and ATMS to understand what your operators are doing, troubleshoot basic system reporting needs, and translate engineering memos into actionable SOPs for your team.

Q: What is the culture like on an AECOM operations floor? The culture is highly mission-driven and safety-focused. Because the work directly impacts public safety and mobility, there is a strong emphasis on accountability, adherence to SOPs, and clear communication. It is a fast-paced environment that rewards calm, methodical leadership.

Other General Tips

• Master the STAR Method for Crisis Scenarios: When answering behavioral questions about emergencies, clearly outline the Situation, Task, Action, and Result. Interviewers want to see your logical progression from identifying a threat to resolving it and updating procedures afterward.
• Emphasize Safety and Compliance: AECOM and its government partners prioritize safety above all else. Whenever applicable, tie your answers back to how your actions improved safety for the public or ensured compliance with state regulations.

• Bridge the Technical Gap: Practice explaining a complex technical concept in simple terms. A key part of the interview will be proving you can act as the translator between high-level traffic engineers and the operators on the floor.
• Highlight Proactive Problem Solving: Don't just talk about how you react to problems. Highlight times when you audited a system, identified a vulnerability before it caused an issue, and wrote a technical memo or SOP to fix it.

Summary & Next Steps

Stepping into an Operations Manager role at AECOM means taking on a position of profound regional importance. You will be the guiding force behind a team that keeps communities moving safely and efficiently. By mastering the balance between high-level strategic planning, rigorous staff development, and real-time crisis management, you will position yourself as an invaluable asset to the company and its public-sector partners.

The salary data provided gives you a baseline for compensation expectations, though figures can vary based on your specific location, years of specialized ITS experience, and the exact scope of the regional TOC you will be managing. Use this information to ensure your expectations align with the market and the responsibilities of a 24/7 on-call leadership role.

As you prepare, focus on crafting clear, concise narratives that highlight your ability to lead under pressure and your dedication to operational excellence. Review your past experiences through the lens of process improvement, team empowerment, and system reliability. For more insights, practice scenarios, and detailed interview breakdowns, continue exploring resources on Dataford. You have the foundational experience required to excel—now it is time to demonstrate your leadership vision. Good luck!