Lead Mobility Supervisor

Join a Mission That Moves Richmond

GRTC is uniquely integrated with the community and presents a range of opportunities from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership. Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential. Located just ten minutes from downtown, GRTC’s headquarters powers 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network.

SUMMARY:

The Lead Mobility Supervisor supports the daily oversight of GRTC’s Microtransit operations and key mobility-related contracts, including CARE Paratransit, CARE On-Demand, and TNC voucher programs. Reporting to the Mobility Manager, this role provides operational leadership, supervises Microtransit Transportation Supervisors, and ensures adherence to service standards, safety protocols, and ADA compliance.

Functioning as an operational commander for Microtransit services, the Lead Mobility Supervisor focuses on service delivery, personnel management, operational problem-solving, and performance accountability, while supporting contract administration and acting as a bridge between Mobility leadership and frontline staff. This role ensures continuity of service, coaches staff, escalates issues as needed, and maintains thorough documentation and professional communications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Microtransit Operations Leadership

• Supervise Microtransit Transportation Supervisors and operators, managing daily assignments, coverage, and operational issues.
• Oversee service delivery to ensure schedules, on-time performance, and safety standards are maintained.
• Coach and hold personnel accountable for performance, escalating significant issues to the Mobility Manager.
• Serve as the on-duty operational authority for Microtransit shifts, making real-time decisions to resolve service disruptions.
• Monitor operator performance metrics (e.g., OTP, missed trips, complaints, safety incidents) and implement corrective actions.

Contract Support & Administration

• Assist the Mobility Manager with administration of CARE Paratransit, CARE On-Demand, and TNC voucher contracts.
• Support the monitoring of contractor performance, including operator conduct, vehicle readiness, scheduling, and service quality.
• Review reports, invoices, complaints, and operational data; escalate issues or recommend corrective actions.
• Support compliance assessments, liquidated damages evaluations, and investigations into service or accessibility issues.

Personnel Management & Development

• Onboard, train, and mentor Microtransit supervisors and operators.
• Conduct performance evaluations, administer coaching, and support disciplinary actions within delegated authority.
• Promote professional development, continuous learning, and adherence to agency SOPs and policies.
• Foster a culture of high performance, accountability, and safety across the Microtransit team.

Operational Coordination & Communication

• Collaborate with the Mobility Manager, Bus Operations Manager, and Quality Assurance/Control Manager to align service delivery, training, and reporting standards.
• Communicate effectively with supervisors, operators, contractors, and other agency personnel regarding operational changes, issues, or service alerts.
• Maintain accurate documentation of incidents, service disruptions, and personnel actions.

Safety, Compliance & Quality Assurance

• Ensure adherence to FTA regulations, ADA requirements, and internal safety protocols.
• Monitor daily operations and intervene to correct unsafe practices or service deficiencies.
• Participate in audits, service reviews, and corrective action planning for Microtransit and paratransit programs.

Special Projects & Strategic Initiatives

• Support development and implementation of new mobility programs and service expansions.
• Participate in emergency preparedness, equity-focused mobility initiatives, and system-wide operational projects.
• Provide input on policies, SOPs, and operational best practices to support organizational goals.

OTHER DUTIES AS ASSIGNED:

In accordance with our mission statement, additional duties and/or tasks may be assigned to maintain seamless service for the agency.

SUPERVISORY RESPONSIBILITIES:

This role leads a diverse team-including Transportation Supervisors, Operators, a Travel Trainer, and an Eligibility Coordinator-and acts as the operational bridge between GRTC and vendor partners .

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experiences / Certifications:

• Bachelor’s degree in transportation, public administration, operations management, or a related field preferred; equivalent experience will be considered.
• Minimum of 2-4 years of experience in public transportation operations, dispatch, or workforce supervision.
• Experience overseeing Microtransit, paratransit, or flexible transit service delivery preferred.
• Prior supervisory or leadership experience in a transit operations or dispatch environment strongly preferred.
• Experience supporting contract administration and vendor coordination preferred, but not required.

Knowledge / Skills / Abilities:

• Knowledge of Microtransit and paratransit operations, service delivery standards, and ADA compliance requirements.
• Understanding of operational dispatch systems, scheduling software, trip assignment, and real-time monitoring tools (CAD/AVL, Ecolane, Trapeze, etc.).
• Familiarity with transit operations policies, SOPs, and safety protocols.
• Working knowledge of personnel management principles, including coaching, accountability, and progressive discipline.
• Awareness of vendor and contractor oversight processes, reporting standards, and service performance metrics.

Skills

• Skilled in operational problem-solving, critical thinking, and decision-making under high-pressure situations.
• Ability to coach, mentor, and support frontline supervisors and operators while maintaining accountability.
• Strong verbal and written communication skills for internal coordination, reporting, and stakeholder interaction.
• Ability to analyze operational data, identify trends, and assist in implementing performance improvement strategies.
• Skilled in maintaining professional documentation of incidents, service issues, and personnel actions.

Abilities

• Ability to support Mobility Manager in ensuring seamless Microtransit and paratransit service delivery.
• Ability to work collaboratively with supervisors, operators, contractors, and internal departments.
• Ability to adapt to changing priorities, service disruptions, and operational demands.
• Ability to maintain operational oversight, monitor performance, and escalate issues appropriately.
• Ability to work varied shifts, including early mornings, evenings, weekends, and holidays as operationally required.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that an employee must meet to successfully perform the functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• • • • This position supports a 24/7 operation and may require occasional evening, early morning, weekend, or holiday hours based on operational needs.
      • Work is performed both in an office environment and in the field, including bus lots, control centers, and transit facilities.

GRTC IS AN EQUAL OPPORTUNITY EMPLOYER WHO VALUES DIVERSITY IN THE WORKFORCE