Transportation Operations Supervisor

Bald Head Island Transportation•Bald Head Island, NC

About The Position

Under general supervision of the Assistant Transportation Manager, performs a variety of tasks in support of the day-to-day landside and terminal operations of Bald Head Island Transportation, Inc. This position focuses on terminal operations, ground transportation, customer service, staffing coordination, budgeting support, and compliance, but does not manage or operate the ferry system. The Transportation Operations Supervisor assists the Assistant Transportation Manager and Transportation Director with planning, coordination, and execution of operational activities, policy implementation, staff development, and customer service standards. Reports to the Assistant Transportation Manager and/or Transportation Director as assigned. Illustrated Examples of Work NOTE: The illustrative examples of work listed below are not an exhaustive list of duties and responsibilities performed by the position. The examples are intended to represent the level and type of work performed. This list is not to be considered or represent an employment contract. Essential Functions Participate and help with hiring, training, evaluating, and coaching personnel within assigned areas of responsibility; support supervisory staff by recommending procedures to improve productivity, morale, and professionalism. Identify training needs and coordinate required training for staff in safety, operational, and compliance areas in coordination with Transportation leadership. Help with personnel scheduling to efficiently meet passenger, baggage, tram, and terminal demands in accordance with approved tariffs, reservations, projected arrivals, and historical trends. Respond to questions, concerns, or issues from senior management, property owners, resort guests, clients, and the general public as needed. Inspect equipment to ensure safety, cleanliness, and compliance with company standards; initiate corrective actions as necessary. Ensure documentation required by regulatory agencies, Bald Head Island Transportation, Inc., and Bald Head Island Limited is maintained accurately and on a timely basis. Provide input to operating and capital budget development; assist with cost monitoring, variance tracking, and identification of cost-saving opportunities. Communicate regularly with Transportation leadership regarding operational status, open issues, and follow-up actions. Provide operational, E-Ticket and troubleshooting support to the Assistant Transportation Manager as requested. Will stand in as the Assistant Transportation Manager in the absence of the ATM, i.e. vacation, etc. to include Island Transportation Operations. Oversee Lost and Found operations on the mainland side, including logging items into the tracking system, assisting customers with item recovery, and coordinating secure storage and shipment of lost items as needed. Inspect, monitor, and coordinate maintenance of the baggage dolly fleet, ensuring equipment is safe, functional, and available to meet operational demands; report deficiencies and coordinate repairs with Vehicle Maintenance. Ensure cleanliness and organization of the Customer Service Representative (CSR) office, including both interior workspaces and adjacent exterior areas, in accordance with company standards. In the absence of the Assistant Transportation Manager, assess operational conditions and adjust tram capacity and schedules as necessary to meet passenger demand, service levels, and safety requirements. Terminal & Ground Transportation Operations (Deep Point and Bald Head Island) Serve as the Terminal Operations Lead for the Deep Point Transportation Terminal, with responsibility for oversight of terminal facilities and landside operations. In addition, serve in a lead and acting capacity for Bald Head Island–side terminal, ground transportation, and tram-related operations only in the absence of the Assistant Transportation Manager, ensuring continuity of operations and adherence to established standards. Responsibilities include : Serve as Terminal Operations Lead for the Deep Point Transportation Terminal, overseeing day-to-day terminal and landside operations. When acting in the absence of the Assistant Transportation Manager, serve as Terminal Operations Lead and Facility Security Officer for the Bald Head Island Transportation Terminal. When acting in the absence of the Assistant Transportation Manager, plan, coordinate, and organize activities and personnel within Island Transportation, ground operations, Call Center / Customer Service, and tram operations. When acting in the absence of the Assistant Transportation Manager, ensure safe, on-time operation of tram systems, trailers, baggage dollies, and related ground transportation equipment. Provide guidance and direction to supervisors overseeing dock operations, reservations, dispatch, customer service functions, and tram operations, excluding ferry vessel operations; tram oversight applies only during the absence of the Assistant Transportation Manager. Enforce operational rules governing terminal facilities, dock areas, and restricted access zones. Participate in planning efforts related to dock facilities, reservations, dispatch coordination, routing, terminal infrastructure, and tram operations, as applicable and only when acting in the absence of the Assistant Transportation Manager. Maintain close coordination with Vehicle Maintenance to ensure all ground transportation equipment is properly maintained and operational; tram fleet coordination applies only during the absence of the Assistant Transportation Manager. Establish and manage relationships with vendors and contractors supporting facilities and ground transportation systems. Oversee Customer Service Representatives (approximately 7–10 staff) and ensure excellent customer service standards are consistently met. Ensure Customer Service staff are trained and proficient in ticketing and reservation systems, revenue accountability, and customer data management. Additional Functions: Ensure operational supplies are ordered and maintained at appropriate levels. Perform or supervise clerical functions including employee timekeeping, attendance tracking, and payroll support. Perform other related duties as assigned.

Requirements

Graduation from a two-year college with a degree in operations, management, business administration, or a related field, with three years of experience in transportation, terminal, customer service, or operations management, including at least one year in a supervisory capacity; or an equivalent combination of education and experience.
Possession of a valid North Carolina driver’s license.
Ability to exert up to 50 pounds of force occasionally, 25 pounds frequently, and 10 pounds constantly to move objects.

Responsibilities

Participate and help with hiring, training, evaluating, and coaching personnel within assigned areas of responsibility; support supervisory staff by recommending procedures to improve productivity, morale, and professionalism.
Identify training needs and coordinate required training for staff in safety, operational, and compliance areas in coordination with Transportation leadership.
Help with personnel scheduling to efficiently meet passenger, baggage, tram, and terminal demands in accordance with approved tariffs, reservations, projected arrivals, and historical trends.
Respond to questions, concerns, or issues from senior management, property owners, resort guests, clients, and the general public as needed.
Inspect equipment to ensure safety, cleanliness, and compliance with company standards; initiate corrective actions as necessary.
Ensure documentation required by regulatory agencies, Bald Head Island Transportation, Inc., and Bald Head Island Limited is maintained accurately and on a timely basis.
Provide input to operating and capital budget development; assist with cost monitoring, variance tracking, and identification of cost-saving opportunities.
Communicate regularly with Transportation leadership regarding operational status, open issues, and follow-up actions.
Provide operational, E-Ticket and troubleshooting support to the Assistant Transportation Manager as requested.
Will stand in as the Assistant Transportation Manager in the absence of the ATM, i.e. vacation, etc. to include Island Transportation Operations.
Oversee Lost and Found operations on the mainland side, including logging items into the tracking system, assisting customers with item recovery, and coordinating secure storage and shipment of lost items as needed.
Inspect, monitor, and coordinate maintenance of the baggage dolly fleet, ensuring equipment is safe, functional, and available to meet operational demands; report deficiencies and coordinate repairs with Vehicle Maintenance.
Ensure cleanliness and organization of the Customer Service Representative (CSR) office, including both interior workspaces and adjacent exterior areas, in accordance with company standards.
In the absence of the Assistant Transportation Manager, assess operational conditions and adjust tram capacity and schedules as necessary to meet passenger demand, service levels, and safety requirements.
Serve as Terminal Operations Lead for the Deep Point Transportation Terminal, overseeing day-to-day terminal and landside operations.
When acting in the absence of the Assistant Transportation Manager, serve as Terminal Operations Lead and Facility Security Officer for the Bald Head Island Transportation Terminal.
When acting in the absence of the Assistant Transportation Manager, plan, coordinate, and organize activities and personnel within Island Transportation, ground operations, Call Center / Customer Service, and tram operations.
When acting in the absence of the Assistant Transportation Manager, ensure safe, on-time operation of tram systems, trailers, baggage dollies, and related ground transportation equipment.
Provide guidance and direction to supervisors overseeing dock operations, reservations, dispatch, customer service functions, and tram operations, excluding ferry vessel operations; tram oversight applies only during the absence of the Assistant Transportation Manager.
Enforce operational rules governing terminal facilities, dock areas, and restricted access zones.
Participate in planning efforts related to dock facilities, reservations, dispatch coordination, routing, terminal infrastructure, and tram operations, as applicable and only when acting in the absence of the Assistant Transportation Manager.
Maintain close coordination with Vehicle Maintenance to ensure all ground transportation equipment is properly maintained and operational; tram fleet coordination applies only during the absence of the Assistant Transportation Manager.
Establish and manage relationships with vendors and contractors supporting facilities and ground transportation systems.
Oversee Customer Service Representatives (approximately 7–10 staff) and ensure excellent customer service standards are consistently met.
Ensure Customer Service staff are trained and proficient in ticketing and reservation systems, revenue accountability, and customer data management.
Ensure operational supplies are ordered and maintained at appropriate levels.
Perform or supervise clerical functions including employee timekeeping, attendance tracking, and payroll support.
Perform other related duties as assigned.