Operations Supervisor (Service Operations Supervisor) - NRTA

Keolis Canada • Nantucket, MA

3d • 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 Paratransit and Microtransit schedules, and providing leadership and field supervision. The position requires monitoring operational technology, implementing corrective actions for service disruptions, and coordinating responses to various incidents. Additionally, the role includes administrative and leadership responsibilities such as coaching bus operators, issuing corrective actions, reinforcing safety practices, and conducting field observations. Training support for bus operators is also a key accountability. The role may involve a mix of office and field work, with potential exposure to various environmental conditions.

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.
• 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

• 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.

Benefits

• Competitive compensation and benefits
• Opportunities for development and growth throughout an exciting and rewarding career
• The safest work environment possible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed