Supervisor – Operations (Service Operations Supervisor) - BRTA
About The Position
The Supervisor – Operations (Service Operations Supervisor) is responsible for overseeing the day-to-day transit service operations. This role involves monitoring service in real-time, adjusting resources to address issues, ensuring adherence to schedules and standards, and coordinating with various internal teams. The supervisor also leads, coaches, and supports frontline staff, conducts performance evaluations, enforces safety protocols, and addresses driver performance issues. Additionally, the role requires promoting a strong safety culture, ensuring high-quality customer service, tracking key performance indicators, and communicating operational changes. This position requires the ability to work flexible hours, including weekends and holidays, and may involve a mix of office and field work.
Requirements
- Minimum 3 years in a supervisory role
- Management of frontline employees with accountability for safety and performance
- High school diploma or GED
- Experience with theories, principles, and practices of transit operations
- Knowledge of driver scheduling practices
- Knowledge of applicable federal, state, and local laws, rules, and regulations regarding transit operations
- Knowledge of vehicle operations and safety
- Must currently hold or able to obtain a Class B CDL with Passenger and Airbrake endorsements
- Fluent in English with excellent written and verbal communication skills
- Ability to work in a union environment.
Nice To Haves
- Prior union environment experience desired
Responsibilities
- Supervise day-to-day transit service operations
- Monitor service in real-time and adjust resources to address delays, disruptions, or emergencies
- Ensure adherence to schedules, routes, and service standards
- Coordinate with dispatch, maintenance, and control center teams
- Coordinates coach operator check in processes through dispatching systems
- Lead, coach, and support transit operators and frontline staff
- Conduct performance evaluations, attendance monitoring, and disciplinary actions as needed
- Ensure employees follow safety protocols and operating procedures
- Assist with workforce scheduling and staffing coverage
- Address driver performance issues, providing coaching and/or disciplinary action when appropriate in accordance with the CBA and company policies.
- Enforce safety policies, procedures, and regulatory requirements
- Respond to accidents, incidents, and customer complaints
- Conduct field observations, safety audits, and investigations
- Promote a strong safety culture across operations
- Ensure high-quality customer service is delivered consistently
- Address customer concerns and service complaints in a timely manner
- Support accessibility and equitable service delivery initiatives
- Act as an on-site representative during service issues
- Track key performance indicators (KPIs) such as on-time performance, missed trips, and service reliability
- Prepare reports on operational performance and incidents
- Identify trends and recommend improvements to service delivery
- Issues employee corrective action/ discipline records as required
- Communicate service updates and operational changes to staff and management
- Collaborate with planning, maintenance, and customer service departments
- Support implementation of new routes, detours, or service initiatives
Benefits
- Competitive compensation and benefits
- Opportunities for development and growth
- Safest work environment possible
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
