Operations Supervisor (Service Operations Supervisor) - NRTA

Keolis America•Nantucket, MA

2d•Hybrid

About The Position

Keolis is hiring an Operations Supervisor (Service Operations Supervisor) in Nantucket, MA. This role involves overseeing daily fixed-route service performance, managing service disruptions, coordinating with bus operators, and responding to incidents. The position also includes administrative and leadership responsibilities such as performance discussions, corrective actions, and training support, as well as field supervision to ensure safe and efficient operations. The role requires flexibility in scheduling, including nights, weekends, and holidays.

Requirements

One (1) year of Transit/Transportation supervisory, dispatch or combination experience preferred.
Computer literate to include intermediate experience with MS Office products is required.
Prior experience with dispatching software systems is preferred.
High level of attention to detail.
Effective communication skills, both written and oral.
Strong organizational planning skills.
Must be a self-starter
Strong practical skills.
Ability to work without direct supervision.
Ability to read, write and speak English.
Ability to work flexible schedules that may include nights, weekends, and holidays.
Strong analysis and problem-solving skills required.
Basic math skills.
Valid driver’s license
Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position.

Nice To Haves

One (1) year of Transit/Transportation supervisory, dispatch or combination experience preferred.
Prior experience with dispatching software systems is preferred.

Responsibilities

Monitor daily fixed-route service performance using Computer-Aided Dispatch (CAD), Automatic Vehicle Location (AVL), radio systems, and other operational technology.
Track route adherence, schedule performance, service interruptions, and headway management.
Identify service disruptions and implement corrective actions to maintain service reliability.
Coordinate service adjustments during traffic delays, weather events, special events, road closures, and emergencies.
Provide real-time operational guidance and support to bus operators.
Respond to operator requests, questions, and service concerns.
Coordinate replacement operators, vehicle assignments, and emergency coverage as needed.
Ensure operators comply with schedules, operating procedures, and agency policies.
Receive and document accidents, passenger incidents, vehicle breakdowns, security concerns, and emergency situations.
Coordinate responses with maintenance personnel, emergency services, law enforcement, and management.
Maintain accurate records of operational incidents and service disruptions.
Prepare and submit incident reports in accordance with agency procedures.
Maintain continuous communication with operators, supervisors, maintenance staff, and management personnel.
Manages Paratransit and Microtransit Schedules, ensures proper vehicle supply and fast response to trip requests within prescribed time windows.
Meets with Bus Operators on a regular basis to discuss overall performance, provides support and coaching needed to do the job successfully.
Issues corrective action when required in relation to Bus Operator performance.
Reinforce safety practices, customer service standards, and agency policies.
Conduct route observations and performance evaluations as assigned.
Assist with employee training, mentoring, and development initiatives.
Conduct field observations of fixed-route operations to ensure safe, efficient, and reliable service.
Monitor operator performance, customer interactions and adherence to established procedures.
Evaluate on-time performance, schedule adherence, and service quality.
Identify operational challenges and recommend corrective actions.
Ensure timely departures of transit vehicles from high frequency transit stops.
Respond on-site to accidents, customer complaints, service disruptions, security incidents, and emergencies.
Conduct preliminary investigations and gather statements, photographs, and relevant documentation.
Coordinate with emergency responders, law enforcement, maintenance personnel, and management.
Ensure appropriate follow-up actions are completed.
Ensure proper and accurate documentation of daily report paperwork and related logs/ forms.
Assists with Student Bus Operator training as assigned by the department manager.
Assists with Bus Operator re-training and refresher training as assigned by the department manager.
Ensure accurate and complete documentation of all training activities in accordance with company and agency standards.