Field Operations Supervisor

City of Charlotte

3d•$66,826 - $83,532•Onsite

About The Position

The Charlotte Area Transit System (CATS) is seeking a Field Operations Supervisor to provide mobile, on-scene supervision of daily rail service. This role supports safe operations, rule compliance, service reliability, and a positive customer experience. The supervisor will monitor frontline service conditions, observe operator performance, respond to incidents, and ensure adherence to established rules and procedures. This position acts as a key field presence, identifying operational issues, supporting service continuity, reinforcing operator accountability, and communicating field conditions to relevant personnel. The role involves conducting ride checks, field observations, inspections, incident follow-up, and operator support, requiring good judgment, strong communication skills, and the ability to remain calm and effective in a fast-paced, safety-sensitive environment. Employees hired into this role will remain City employees through December 31, 2026, and will transition to Metropolitan Public Transit Authority (MPTA) employment on January 1, 2027, with benefits and compensation following City provisions through 2026 and shifting to MPTA provisions in 2027.

Requirements

Associate degree in transportation, operations, public administration, criminal justice, or a related field; or an equivalent combination of education and experience.
Three (3) years of experience in rail operations, transit operations, rail transportation, or another closely related operating environment.
Experience as a rail operator, field support employee, supervisor, trainer, or other frontline role involving direct support of service delivery or rule compliance.
Experience observing operational performance, responding to field issues, or preparing incident or operational reports.
Ability to work varying shifts, nights, weekends, holidays, overtime, and emergencies as operational needs require.
Knowledge of rail operations, service delivery practices, and field conditions affecting train movement, passenger experience, and system performance.
Knowledge of rail operating rules, procedures, bulletins, and safety requirements governing operator conduct and service execution.
Knowledge of incident response procedures, service disruption handling, and escalation protocols in a rail environment.
Knowledge of observation, reporting, and documentation practices related to field supervision, investigations, and performance monitoring.
Knowledge of customer service expectations and public-facing responsibilities within a transit system.
Skill in monitoring field operations, identifying issues, and supporting safe and reliable service delivery.
Skill in observing operator performance, conducting ride checks, and reinforcing rule compliance.
Skill in responding to incidents, delays, and customer issues and supporting initial field coordination.
Skill in gathering information, documenting observations, and preparing clear and accurate reports.
Skill in communicating effectively with operators, dispatch, control center personnel, and management.
Skill in managing multiple field priorities and adjusting to changing service conditions.
Ability to maintain situational awareness across field conditions, service activity, and operational risks.
Ability to apply sound judgment in responding to service issues, safety concerns, and customer situations.
Ability to provide visible, credible field presence and reinforce expectations through observation and communication.
Ability to balance rule enforcement, customer service, and operational needs effectively.
Ability to remain calm and effective in public-facing and high-pressure situations.
Ability to adapt to changing conditions and support consistent service delivery in a dynamic environment.

Nice To Haves

Experience in rail field supervision or another frontline rail transportation oversight role.
Experience supporting incident response, investigations, or emergency coordination in an active service environment.
Experience conducting ride checks, audits, operator observations, or field-based training support.

Responsibilities

Monitor rail service in the field to support safe, reliable, and efficient daily operations.
Observe mainline, station, yard, and other operating conditions to help identify issues affecting service delivery, safety, or customer experience.
Maintain active field presence across assigned areas to support transportation priorities and timely operational awareness.
Help verify that frontline rail service is being carried out in accordance with established expectations and current operating conditions.
Communicate important field conditions, service impacts, and emerging issues to the appropriate operational staff.
Observe rail operators in the field and help ensure compliance with operating rules, procedures, bulletins, safety requirements, and professional standards.
Conduct ride checks, field checks, fitness-for-duty observations, and other frontline oversight activities as assigned.
Reinforce operator accountability through real-time coaching, direction, and follow-up in the field.
Identify and document issues related to operating behavior, service execution, customer interaction, or procedural compliance.
Support implementation of temporary operating instructions, bulletins, and updated procedures affecting frontline service.
Respond to incidents, delays, customer issues, emergencies, abnormal operating conditions, and other field events affecting rail service.
Provide on-scene operational support and initial field coordination until additional supervisory, management, or emergency response resources are engaged as needed.
Coordinate with dispatch, control center personnel, rail operations leadership, maintenance, safety, security, and emergency responders during service disruptions.
Help support safe and timely service recovery while minimizing customer impact and maintaining field awareness.
Escalate significant service, safety, or customer issues promptly and appropriately.
Investigate service issues, incidents, operator concerns, and other events requiring field review or documentation.
Prepare reports, observations, statements, and other records related to incidents, field conditions, operator performance, and follow-up actions.
Document observations accurately and in a timely manner for management review, operational follow-up, or other organizational needs.
Support investigations, audits, and reviews related to transportation service, operator conduct, or rule compliance.
Help identify recurring issues, trends, or concerns that may require additional follow-up or corrective action.
Support training reinforcement, qualification activities, and practical field coaching for operators and other frontline staff as assigned.
Provide feedback to transportation leadership regarding operator readiness, recurring issues, and improvement needs observed in the field.
Help support a customer-focused service environment by responding professionally to passenger issues, service questions, and visible operational concerns.
Promote professionalism, safety, and accountability in all field interactions.
Perform other related duties as assigned.