Operations Supervisor (Service Operations Supervisor) - NRTA

Keolis Canada•Nantucket, MA

About The Position

Keolis is hiring an Operations Supervisor (also referred to as Service Operations Supervisor) in Nantucket, Massachusetts. The position oversees daily fixed-route transit, Microtransit, and Paratransit operations through centralized dispatch management and field supervision. It supports safe, reliable, efficient, and customer-focused service by monitoring system performance, assisting operators, responding to incidents, coordinating service adjustments, and ensuring compliance with agency policies and regulatory requirements. The supervisor monitors service using dispatch and vehicle-location technologies, provides real-time operational guidance, and coordinates staffing, vehicle assignments, and responses to disruptions and emergencies. The role also includes field observations, operator coaching and corrective action, preliminary incident investigations, administrative documentation, and support for operator training. Work may be split between an office environment and active transit field locations, including driving in a vehicle. The hourly wage is $34.00. Safety-sensitive employment is contingent upon passing a pre-employment drug screen and physical examination, and employment is also contingent upon a background check consistent with applicable law. Applicants must be authorized to work in the United States; Keolis does not sponsor visas for this position. Keolis states that it is committed to environmental protection by minimizing the impact of its operations on the communities where it operates, and to providing competitive compensation, development opportunities, and a safe work environment.

Requirements

One year of transit or transportation supervisory experience, dispatch experience, or a combination of the two is preferred.
Computer literacy, including intermediate experience with Microsoft Office products, is required.
High attention to detail.
Effective written and oral communication skills.
Strong organizational and planning skills.
Self-starter who can work without direct supervision.
Strong practical skills.
Ability to read, write, and speak English.
Strong analysis and problem-solving skills.
Basic math skills.
Valid driver's license.
Ability to work flexible schedules that may include nights, weekends, and holidays.
Applicants must be authorized to work in the United States; visa sponsorship is not available.
For this safety-sensitive position, passing a pre-employment drug screen and physical examination is required; employment is also contingent on completion of a background check consistent with applicable law.

Nice To Haves

Prior experience with dispatching software systems is preferred.

Responsibilities

Monitor 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 disruptions and take corrective action to maintain service reliability.
Coordinate service adjustments during traffic delays, weather events, special events, road closures, and emergencies.
Provide real-time guidance and support to bus operators and respond to their 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 emergencies; coordinate responses with maintenance personnel, emergency services, law enforcement, and management.
Maintain records of incidents and service disruptions, and prepare and submit incident reports according to agency procedures.
Maintain continuous communication with operators, supervisors, maintenance staff, and management.
Manage Paratransit and Microtransit schedules, ensure appropriate vehicle supply, and support prompt responses to trip requests within prescribed time windows.
Meet regularly with bus operators to discuss performance and provide support and coaching; issue corrective action when required.
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 and monitor operator performance, customer interactions, and compliance with procedures.
Evaluate on-time performance, schedule adherence, and service quality; identify operational challenges and recommend corrective actions.
Ensure timely departures 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 responders, law enforcement, maintenance personnel, and management, and ensure follow-up actions are completed.
Ensure accurate completion of daily reports, paperwork, logs, and forms.
Assist with student bus operator training and bus operator retraining or refresher training as assigned by the department manager.
Ensure training activities are documented accurately and completely according to company and agency standards.