Operations Supervisor (Service Operations Supervisor) - NRTA

Keolis America•Nantucket, MA

1d•Onsite

About The Position

Keolis is hiring an Operations Supervisor in Nantucket, Massachusetts. The Service Operations Supervisor oversees daily fixed-route transit, Microtransit, and Paratransit services through centralized dispatch management and field supervision. The role supports safe, reliable, efficient, and customer-focused service delivery by monitoring system performance, supporting operators, responding to incidents, coordinating service adjustments, and maintaining compliance with agency policies and regulatory requirements. The position combines office-based work using computers and electronic devices with active transit field assignments, including driving in a vehicle. The supervisor monitors and adjusts service in real time, coordinates operational responses, provides operator coaching and corrective action when necessary, conducts field observations and preliminary investigations, and supports operator training. Safety-sensitive employment is contingent on passing a pre-employment drug screen and physical examination, and employment is also contingent on a background check. Applicants must be authorized to work in the United States; Keolis does not sponsor visas for this position.

Requirements

Intermediate experience with Microsoft Office products and general computer literacy.
High attention to detail.
Effective written and oral communication skills.
Strong organizational and planning skills.
Ability to be a self-starter and work without direct supervision.
Strong practical skills.
Ability to read, write, and speak English.
Ability to work flexible schedules that may include nights, weekends, and holidays.
Strong analytical and problem-solving skills.
Basic math skills.
Valid driver’s license.
Applicants must be authorized to work in the United States; visa sponsorship is not available.
Passing a pre-employment drug screen and physical examination is required for safety-sensitive employment.
Completion of a background check is required.

Nice To Haves

One year of transit or transportation supervisory experience, dispatch experience, or a combination of the two is 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 disruptions and implement corrective actions.
Coordinate service adjustments for traffic delays, weather events, special events, road closures, and emergencies.
Provide real-time operational 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, emergency services, law enforcement, and management.
Maintain accurate records of operational incidents and service disruptions, and prepare incident reports in accordance with agency procedures.
Maintain continuous communication with operators, supervisors, maintenance staff, and management.
Manage Paratransit and Microtransit schedules, ensure adequate vehicle supply, and respond quickly to trip requests within prescribed time windows.
Meet regularly with bus operators to discuss performance, provide support and coaching, and 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 adherence to procedures.
Evaluate on-time performance, schedule adherence, and service quality; identify operational challenges and recommend corrective actions.
Ensure timely transit vehicle departures from high-frequency 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, and ensure follow-up actions are completed.
Ensure accurate completion and documentation of daily reports, paperwork, logs, and forms.
Assist with student Bus Operator training, retraining, and refresher training as assigned by the department manager.
Ensure complete and accurate documentation of training activities in accordance with company and agency standards.