Transportation Supervisor
Big Star Transit, LLCWHO WE ARE: Big Star Transit is a transportation network management company specializing in non-emergency and paratransit services. We operate a dynamic, data-driven ecosystem of highly trained Owner-Operators and Small Business Enterprise partners, supported by real-time monitoring, AI-powered analytics, and performance-based collaboration. Our mission is to deliver safe, reliable, and efficient transportation to passengers for their most essential appointments—while continuously improving service quality through technology, transparency, and strategic partnerships. HOW WE COLLABORATE : In a data-driven QoS environment, collaboration is fast, focused, and informed by real-time analytics. Teams use AI tools and performance dashboards to monitor service quality, resolve issues quickly, and optimize operations. Communication platforms prioritize live interactions, while cross-functional teams work together to ensure consistent service delivery through data-backed decisions and proactive problem-solving. THE EXPERIENCE: Big Star Transit honors the uniqueness in every Operator, Team Member, and Rider. We know it takes everyone to create the Big Star experience, and we fiercely protect the diversity of our team. At Big Star Transit, everyone is valued and included, and everyone can expect a fast-paced, tech-enabled experience where their decisions are guided by real-time data and AI insights. They’ll collaborate across departments using tools like Power BI and Microsoft Copilot to monitor performance, resolve issues, and drive continuous improvement. This environment rewards adaptability, critical thinking, and proactive communication, offering a dynamic role where each action directly impacts service quality and operational efficiency. THE WORK: The Service Success Supervisor serves as the “boots-on-the-ground” liaison between the Network Success team and the local provider network. This role is highly visible in the field, ensuring that operators deliver safe, reliable, and contract-compliant service. Reporting directly to a Network Success Management leader (onsite or remotely), the coordinator plays a critical role in monitoring performance, addressing safety concerns, and supporting operators in meeting contractual obligations. This includes responsibilities, but is not limited to, the following: Responsibilities: Field Liaison Duties · Act as the primary point of contact between the Network Success Manager and local operators. · Represent Big Star Transit’s culture and customer-centric values in all field interactions. · Provide real-time feedback and guidance to operators to ensure service quality and compliance. Safety Oversight · Respond promptly to accidents, incidents, or service interruptions involving paratransit clients or contractor vehicles in accordance with documented procedures. · Review diagnostic data and camera footage with operators to identify root causes and implement corrective action plans. · Support operators in developing self-governed safety practices aligned with company standards. Contractual Performance Monitoring · Observe and document service delivery to ensure compliance with client contracts and ADA requirements. · Assist operators in resolving service challenges and maintaining contractual performance benchmarks. · Conduct periodic audits and prepare reports on service quality, safety, and compliance. Operational Support · Perform revenue service (minimum 25% of total hours per month) in emergency or operational need situations as assigned by management. · Complete special projects as assigned by management. · Maintain flexibility in scheduling as assigned to meet business and contractual needs Education: Must complete the prescribed Operator Onboarding and Certification program to become a certified paratransit operator. Must possess or be willing to obtain CTAA Passenger Assistanc…