Supervisor – Operations (Service Operations Supervisor) - BRTA

Supervisor – Operations (Service Operations Supervisor) BRTA

Hourly Wage Range: $26.16 - $28.71

Knowledge and Experience:

• Minimum 3 years in a supervisory role. 
• Management of frontline employees with accountability for safety and performance 
• Highschool 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 
• Prior union environment experience desired

Skills:  

• 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.

Key Accountabilities:

Operations Management

• 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

Employee Supervision

• 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.

Safety & Compliance

• 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

Customer Service

• 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

Performance Monitoring

• 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

Coordination & Communication

• 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 initiative

Physical Demands and Work Environment: 

The physical demands and work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of the job.  Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions. 

All roles may entail, to varying extents, the following physical demands:

• Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
• Exposure to both extreme heat and cold;
• Exposure to loud noises, fumes, and airborne particles;

In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:

• Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
• Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
• Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
• Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.

Additional Statements:

• Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws. 
• Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world. 
• Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
• EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, pregnancy status, genetic information, veteran status, gender identification, or any other status protected by applicable law. If you require a reasonable accommodation to participate in the application or interview process, please contact KTA-HR@keolisna.com. Keolis complies with federal and state disability laws and provides reasonable accommodations to qualified applicants. 
• Work authorization: “Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position”
• Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.