Operations Supervisor

About the Role:
We are seeking a highly motivated Operations Supervisor to oversee day-to-day paratransit services while working hand-in-hand with the General Manager to achieve operational excellence. This role ensures safe, reliable, and customer-focused service delivery for passengers with disabilities and mobility challenges. The ideal candidate is a strong leader with hands-on operational experience who can balance daily supervision with supporting the GM in strategic planning, compliance, and performance management.

• Supervise daily paratransit operations including dispatch, scheduling, route efficiency, and on-time performance.
• Partner with the GM to align daily operations with organizational goals and performance standards.
• Respond to service disruptions, incidents, and customer concerns, escalating issues to the GM when necessary.

Leadership & Staff Supervision:

• Directly supervise and support drivers, dispatchers, and other operations staff.
• Collaborate with the GM on staffing plans, training programs, and employee development.
• Conduct performance evaluations, coaching, and corrective action in alignment with company policies

Customer Service & Compliance:

• Ensure compliance with ADA, DOT, and state/local paratransit service regulations.
• Investigate and resolve customer complaints, reporting trends and solutions to the GM.
• Promote a culture of safety, respect, and customer service excellence.

Safety & Training:

• Enforce company safety policies and standard operating procedures.
• Work with the GM to develop and implement safety and ADA sensitivity training.
• Conduct safety audits, ride-alongs, and regular staff meetings.

Data, Reporting & Collaboration:

• Track and analyze KPIs (on-time performance, trip denials, complaints, accidents).
• Provide regular operational reports to the GM with recommendations for improvements.
• Assist the GM with long-term service planning, cost management, and technology integration.
• Oversee daily Schedule, and efficient routing.
• Collaborate with the GM on technology enhancements to improve efficiency and reporting.

Qualifications & Skills:

• High school diploma or GED required; associate or bachelor’s degree preferred.
• 3–5 years of progressive experience in paratransit, fixed-route transit, logistics, or fleet management.
• Previous supervisory experience required; experience working closely with senior leadership preferred.
• Strong knowledge of ADA paratransit requirements, transit safety standards, and compliance regulations.
• Proficiency with scheduling/dispatch systems and Microsoft Office (Excel, Word, Outlook).
• Excellent leadership, problem-solving, and communication skills.
• Valid Driver’s License.