Operations Supervisor (Service Operations Supervisor) - NRTA

Keolis is hiring Operations Supervisor (Service Operations Supervisor) in Nantucket, MA.

Hourly Wage: $34.00

Knowledge and Experience:

• One (1) year of Transit/Transportation supervisory, dispatch or combination experience preferred.
• Computer literate to include intermediate experience with MS Office products is required.
• Prior experience with dispatching software systems is preferred.

Skills:

• High level of attention to detail.
• Effective communication skills, both written and oral.
• Strong organizational planning skills.
• Must be a self-starter
• Strong practical skills.

• Ability to work without direct supervision.
• Ability to read, write and speak English.
• Ability to work flexible schedules that may include nights, weekends, and holidays.

• Strong analysis and problem-solving skills required.

• Basic math skills.
• Valid driver’s license

Key Accountabilities:

Service Dispatching Oversight:

• Monitor daily fixed-route service performance using Computer-Aided Dispatch (CAD), Automatic Vehicle Location (AVL), radio systems, and other operational technology.
• Track route adherence, schedule performance, service interruptions, and headway management.
• Identify service disruptions and implement corrective actions to maintain service reliability.
• Coordinate service adjustments during traffic delays, weather events, special events, road closures, and emergencies.
• Provide real-time operational guidance and support to bus operators.
• Respond to operator requests, questions, and service concerns.
• Coordinate replacement operators, vehicle assignments, and emergency coverage as needed.
• Ensure operators comply with schedules, operating procedures, and agency policies.
• Receive and document accidents, passenger incidents, vehicle breakdowns, security concerns, and emergency situations.
• Coordinate responses with maintenance personnel, emergency services, law enforcement, and management.
• Maintain accurate records of operational incidents and service disruptions.
• Prepare and submit incident reports in accordance with agency procedures.
• Maintain continuous communication with operators, supervisors, maintenance staff, and management personnel.
• Manages Paratransit and Microtransit Schedules, ensures proper vehicle supply and fast response to trip requests within prescribed time windows.

Administrative/ Leadership Responsibilities:

• Meets with Bus Operators on a regular basis to discuss overall performance, provides support and coaching needed to do the job successfully.
• Issues corrective action when required in relation to Bus Operator performance.
• Reinforce safety practices, customer service standards, and agency policies.
• Conduct route observations and performance evaluations as assigned.
• Assist with employee training, mentoring, and development initiatives.

Field Supervision Oversight:

• Conduct field observations of fixed-route operations to ensure safe, efficient, and reliable service.
• Monitor operator performance, customer interactions and adherence to established procedures.
• Evaluate on-time performance, schedule adherence, and service quality.
• Identify operational challenges and recommend corrective actions.
• Ensure timely departures of transit vehicles from high frequency transit stops.
• Respond on-site to accidents, customer complaints, service disruptions, security incidents, and emergencies.
• Conduct preliminary investigations and gather statements, photographs, and relevant documentation.
• Coordinate with emergency responders, law enforcement, maintenance personnel, and management.
• Ensure appropriate follow-up actions are completed.
• Ensure proper and accurate documentation of daily report paperwork and related logs/ forms.

Training Support:

• Assists with Student Bus Operator training as assigned by the department manager.
• Assists with Bus Operator re-training and refresher training as assigned by the department manager.
• Ensure accurate and complete documentation of all training activities in accordance with company and agency standards.

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 [email protected]. 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.