Highway Safety Operator II

Position Description & Qualifications

Looking for a career where you can make a difference every day? Join Serco as a HERO Lead Operator in San Antonio, Texas, and play a vital role in supporting the Texas Department of Transportation (TxDOT) mission of minimizing traffic congestion and improving highway safety. Serco operates the free Highway Emergency Response Operator (HERO) patrol program on behalf of TxDOT, providing roadside assistance, incident response, traffic control, and scene protection services to motorists throughout the region. As a HERO Lead Operator, you will lead a team of HERO Operators while working closely with TxDOT personnel, local law enforcement agencies, emergency responders, and other public safety partners. This position is ideal for individuals who thrive in fast-paced environments, demonstrate strong leadership abilities, and are committed to serving the traveling public. As a HERO Lead Operator, you will:
- Provide Traffic Incident Management (TIM) services and implement Incident Command System (ICS) protocols when appropriate.
- Lead co-workers and make sound decisions in high-paced and high-pressure environments.
- Conduct HERO Operator incident audits developed by the Vendor and approved by TxDOT.
- Assign traffic incidents among HERO Operators.
- Develop shift schedules and assign shift responsibilities.
- Assist with reviewing resumes, conducting interviews, and making recommendations for hire and advancement to the HERO Project Manager.
- Assist in preparing Service Level Agreement (SLA) and Key Performance Indicator (KPI) reports for HERO program deliverables.
- Prepare correspondence, reports, policies, procedures, forms, presentations, training materials, and electronic communications.
- Report assigned vehicle maintenance and repair needs to the Project Manager.
- Participate in HERO operations analysis, including measures of effectiveness, route designations, staffing requirements, reporting methodologies, and traffic trend evaluations.
- Assist with developing and maintaining Operations Manuals and Standard Operating Procedures (SOPs).
- Lead responses to severe incidents and coordinate activities with partner agencies.
- Evaluate and counsel assigned HERO shift personnel.
- Maintain readiness of assigned shift personnel and equipment.
- Participate in post-incident analysis activities as requested.
To be successful in this role, you’ll have:
- A High School Diploma or equivalent.
- Two (2) years of Service Patrol Program (SSP) or equivalent experience within the past three years. Equivalent experience includes law enforcement, first responder, and other positions providing Traffic Incident Management experience.
- A valid driver's license with a good driving record.
- Demonstrated leadership experience and the ability to successfully lead a team.
- Strong verbal and written communication skills.
- General working knowledge of vehicle maintenance.
- Ability to work 12-hour shifts, including occasional weekends.
- Ability to lift and carry up to 50 pounds continuously and up to 100 pounds with assistance.
- Ability to walk interstate and patrol roadways unassisted for 10 to 12 hours per day in all weather conditions while removing debris and deploying traffic control devices.
- Ability to safely operate a pickup truck with a 20-30 foot trailer in tow.
- Physical ability to access the underside of a vehicle when necessary.
- Minimum age of 21 years.
Preferred Qualifications
- Additional Traffic Incident Management, emergency response, transportation operations, or public safety leadership experience.
- Experience working with law enforcement, transportation agencies, or emergency management organizations.
- Experience developing operational reports, procedures, training materials, or performance metrics.
Additional Requirements Employment is contingent upon successfully completing:
- Pre-employment criminal background investigation.
- Drug screening.
- Any program-specific onboarding and training requirements.
If you are interested in supporting the TxDOT mission and making Texas roadways safer for the traveling public, we encourage you to apply today.

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://careers.serco-na.com/us/en/what-we-offer . If you require an accommodation with the application process please email: [email protected] or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identity during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [email protected] .

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Pay Transparency

Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance—so you can thrive both professionally and personally. Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long-term incentive opportunities.
Benefits – Comprehensible benefits for full-time employees (part-time employees receive a limited package tailored to their role):

Medical, dental, and vision insurance
Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
401(k) plan that includes employer matching funds
Tuition reimbursement program
Life insurance and disability coverage
Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
Birth, adoption, parental leave benefits
Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us .

Serco complies with all applicable state and local leave laws, including providing time off under the Colorado Healthy Families and Workplaces Act for eligible Colorado residents, in alignment with our policies and benefit plans. The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [email protected] .