Operations Lead Supervisor

POSITION SUMMARY – OPERATIONS LEAD SUPERVISOR

The Lead Supervisor plays a pivotal role in leading and overseeing the daily operations of the city's public transit system. This position ensures operational efficiency, safety, and high levels of customer satisfaction while actively fostering a positive, engaged, and productive work environment for a team of Operations Supervisors and Transit Operators. As a key leader, the Lead Supervisor is responsible for motivating the team, achieving all Key Performance Indicators (KPIs), and maintaining a high standard of service. This role also serves as a crucial point of escalation for operational issues and employee concerns.

GENERAL QUALIFICATIONS

Knowledge:  Must have thorough understanding of Durham area and of the GoDurham routes, service policies, employee roster, safety policies, FTA guidelines, and customer service policies.  Understanding of transit operations and related regulations required.  Associate’s degree or higher in supervision/management, transportation, safety, training, business management, or related fields is desired.

Experience:  Four (4) years of direct transit operations experience is a minimal requirement.  Prior experience in a supervisory or leadership position is desired.  Internal candidate’s personnel and attendance records will be reviewed for compliance with company policies and procedures.

Skills:  Excellent communication, problem-solving, and interpersonal skills, with a focus on employee engagement and conflict resolution.  Organization skills and self-directed work ethic are essential.  Must have demonstrated leadership abilities. Able to prepare and present clear, concise, and accurate reports to members of management.  Proficiency with transportation CAD/AVL software, Microsoft Outlook, Word, and Excel programs is required.

Physical Demands/Work Environment:  Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  Vision, hearing, speech, and manual dexterity are required.  A valid North Carolina CDL driver’s license is necessary.  Must have the ability to read, analyze and interpret general information concerning organizational needs and operations.  Other normal office-related physical demands may be necessary.

Mental Demands:  Must have the ability to listen, reason, think, concentrate, and interact with others.  The ability to positively influence the behavior of direct reports, exercise self-control and work under stressful conditions is necessary, particularly in employee relations situations. Ability to make quick, effective decisions in high-pressure situations while maintaining service standards required. 

ESSENTIAL FUNCTIONS

Leadership of Operations Supervisors and Transit Operators

• Lead, supervise, and motivate a diverse team of Operations Supervisors and Transit Operators to ensure smooth transit operations and high-quality service.
• Foster a positive, supportive, and inclusive work environment that promotes employee engagement, satisfaction, and retention.
• Provide coaching, mentoring, and performance feedback to help supervisors and operators achieve personal and team goals.
• Lead by example, demonstrating professionalism, a strong work ethic, and a customer-centric mindset that encourages team members to follow suit.
• Facilitate regular team meetings, one-on-one sessions, and feedback loops to ensure that all team members are aligned with the organization’s goals and expectations.

Operational Oversight & Achievement of KPIs

• Oversee and ensure the achievement of all operational Key Performance Indicators (KPIs), including on-time performance, service reliability, safety, and customer satisfaction.
• Work with Operations Supervisors to monitor and adjust schedules, staffing, and routing to maintain service efficiency and meet KPIs.
• Identify operational challenges or inefficiencies and lead initiatives to drive improvements while keeping KPIs at the forefront of all decisions.
• Regularly review operational data and performance reports to track progress toward KPIs, adjusting strategies as necessary to ensure goals are met.
• Collaborate with the Transit Operations Manager and other stakeholders to define, adjust, and communicate KPIs and performance metrics.

Employee Engagement & Performance Management

• Implement strategies to engage, motivate, and retain staff, fostering a work environment that encourages employee growth, job satisfaction, and morale.
• Address employee concerns promptly and fairly, using conflict resolution skills to create a positive work culture.
• Ensure that all team members are recognized for achievements and have access to development opportunities that help them advance in their careers.
• Conduct regular performance reviews for both Operations Supervisors and Transit Operators, setting clear expectations and goals for continuous improvement.
• Provide constructive feedback and implement performance improvement plans for underperforming team members to enhance productivity and operational excellence.

Customer Service & Stakeholder Relations

• Act as the primary point of escalation for customer service issues related to transit operations, resolving complaints and concerns in a timely and professional manner.
• Ensure that all staff members, especially Transit Operators, are equipped with the tools and training to provide exceptional service and manage customer interactions effectively.
• Maintain open communication with other departments, including maintenance and planning, to ensure smooth operations and timely resolution of service issues.

Safety, Compliance, and Risk Management

• Ensure compliance with all local, state, and federal regulations, including safety, environmental, and operational standards.
• Foster a culture of safety by actively engaging with staff to reinforce safety protocols and promoting awareness of safety procedures.
• Collaborate with management in conducting regular safety meetings, briefings, and training to minimize risks and prevent accidents.
• Investigate incidents and accidents, prepare reports, and implement corrective actions to improve safety and prevent recurrence.

Reporting, Documentation, and Analysis

• Compile and analyze operational data and key performance metrics, including transit schedules, staffing levels, and customer feedback.
• Submit regular reports on team performance, operational efficiency, safety, and customer satisfaction to upper management.
• Maintain accurate documentation of daily operations, staffing, performance metrics, incidents, and corrective actions for compliance and improvement tracking.
• Perform all other duties as assigned.