MBTA Operations Supervisor
About The Position
The MBTA Operations Supervisor is responsible for overseeing Transit Ambassadors and ensuring all program activities are accurately reported within the SMART system. This role combines frontline ambassador responsibilities with supervisory oversight, ensuring service delivery, operational compliance, and real-time reporting accuracy across assigned locations. Operations Supervisors are expected to lead by example, ability to perform all core Transit Ambassador duties while providing guidance, accountability, and support to ambassador staff.
Requirements
- Must be at least 18 years of age
- High School Diploma or GED required
- Minimum of one (2) years of experience in management
- Strong communication skills with the ability to speak, read, and write in English to complete reports and interact with the public
- Ability to lead, direct, and support a team in a fast-paced, public-facing environment
- Strong problem-solving and situational awareness skills
- Ability to follow and enforce policies, procedures, and operational standards
- Ability to stand and walk continuously for 8–10 hour shifts with scheduled breaks
- Ability to lift, carry, and deploy a bridge plate weighing up to 50 pounds
- Ability to work in station environments and outdoor conditions with provided inclement weather gear
- Must maintain a positive, professional environment in full compliance with applicable laws, regulations, policies, procedures and overall Block by Block standards of expected professionalism.
- All candidates are subject to a pre-employment drug screening, which includes marijuana testing.
Nice To Haves
- Prior leadership or supervisory experience preferred
Responsibilities
- Oversees daily activities of Transit Ambassadors and ensures adherence to program expectations and standards
- Monitors and ensures accurate, timely reporting within the SMART system
- Provides real-time coaching, direction, and support to ambassadors in the field
- Ensures all assigned locations are properly staffed and operational needs are met
- Acts as a liaison between ambassadors, management, and client stakeholders to support effective communication and service delivery
- Addresses performance concerns, reinforces expectations, and escalates issues as needed
- Maintains high visibility in assigned areas, including stations, entrances, and exits, to maximize engagement with riders
- Proactively assists passengers with navigation of the MBTA system, including directions, schedules, and fare payment guidance
- Assists passengers by deploying bridge plates upon request in a safe and courteous manner
- Communicates knowledge of transit schedules, parking, routes, and MBTA policies effectively to riders
- Actively reports unwanted behaviors (e.g., smoking, loitering, disorderly conduct) and escalates safety concerns to Transit Police or appropriate authorities
- Serves as a visible, uniformed presence to deter unwanted activity
- Maintains a professional, customer-focused, and positive environment at all times
- Responds to emergency situations in accordance with established protocols
- Accurately documents and reports all activities using SMART devices, including iPads, mobile devices, and radios
Benefits
- Equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
251-500 employees
