Supervisor – Operations (Service Operations Supervisor) - BRTA
About The Position
The 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 delays or emergencies, and ensuring adherence to schedules, routes, and service standards. The supervisor will coordinate with dispatch, maintenance, and control center teams, and manage coach operator check-in processes. Additionally, the role includes leading, coaching, and supporting transit operators and frontline staff, conducting performance evaluations, and addressing driver performance issues. The supervisor is also responsible for enforcing safety policies, responding to incidents, promoting a strong safety culture, ensuring high-quality customer service, and tracking key performance indicators. Communication and coordination with various departments are essential, as is supporting new service initiatives. The role may involve a mix of office work and active transit field locations.
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
- Driver scheduling practices
- Applicable federal, state, and local laws, rules, and regulations regarding transit operations
- Vehicle operations and safety
- Must currently hold or able to obtain a Class B CDL with Passenger and Airbrake endorsements
- Work well as part of a team
- Possess excellent communication and interpersonal skills
- Fluent in English with excellent written and verbal communication skills
- Customer-focused with the ability to inspire your team with commitment and enthusiasm
- Exercise good judgment and creativity in decision-making
- Interact professionally with all levels of employees, client representatives, and community members
- Must be able to work flexible hours to include weekends and holidays
- Ability to work in a union environment.
- Applicants must be authorized to work in the United States.
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 throughout an exciting and rewarding career
- The 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
