MBTA Operations Supervisor

Block by Block; Boston (MA); On-site; USD 33,000 - 44,000; Full time

Benefits offered by this job

Medical and other insurance

Paid time off

Bonus program

401K retirement

Job summary

Block By Block is seeking an Operations Supervisor to oversee Transit Ambassadors and ensure all program activities are accurately reported within the SMART system. This role blends frontline duties with supervisory responsibilities to ensure service delivery and safety across assigned locations.

You will lead by example, coach staff in the field, and maintain a professional, customer-focused environment while coordinating with management and client stakeholders.

Qualifications

• Must be at least 18 years of age.
• High School Diploma or GED required.
• Minimum of two years of management experience.
• Prior leadership or supervisory experience preferred.

Responsibilities

• Oversees daily activities of Transit Ambassadors and ensures adherence to program expectations and standards.
• Monitors and ensures accurate, timely reporting within the SMART system.
• Provides real-time coaching, direction, and support to ambassadors in the field.
• Ensures all assigned locations are properly staffed and operational needs are met.
• Acts as a liaison between ambassadors, management, and client stakeholders to support effective communication and service delivery.
• Addresses performance concerns, reinforces expectations, and escalates issues as needed.

Skills

Communication

Team leadership

Problem solving

Public interaction

Microsoft Teams & Outlook

Education

High School Diploma or GED

2+ years of management experience

Job description

We are proud to offer the following benefits:

• Insurance: Medical with available FSA and/or HSA, Dental, Vision, Short-Term and Long-Term Disability, Life, and Accidental Death and Dismemberment, Critical Illness, and Accident.
• Paid time off: Vacation, Sick Time and/or PTO (Only where required by local requirements and contract agreements), Paid Leave (only where required by law), Holidays (only where required by contract agreement), Floating Holidays (only where required by contract agreement), Birthday Pay (eligible after one year of service at most locations unless otherwise stated in CBA), Jury Duty (only where required by law).
• Bonuses: Availability of bonuses varies and is dependent on multiple factors including but not limited to: location, position and contract agreements. Employee Recognition Awards, Employee Referral Bonus Program (select positions only), Bonus Program (Operations Manager, RVP, and executive positions only).
• Other: 401K Retirement Savings Plan, Vehicle Allowance (only available for specific corporate positions, based on location and position).

Salary Range

28.00

Job Description

Schedule

• AM Shift: 6:00 AM – 2:00 PM
• PM Shift: 2:00 PM – 12:00 AM

Hiring Full-time and Part-time positions

In alignment with the requirements of this position, all candidates are subject to a pre-employment drug screening, which includes marijuana testing.

Position Summary

The MBTA Operations Supervisor is responsible for overseeing Transit Ambassadors and ensuring all program activities are accurately reported within the SMART system. This role combines frontline ambassador responsibilities with supervisory oversight, ensuring service delivery, operational compliance, and real-time reporting accuracy across assigned locations.

Operations Supervisors are expected to lead by example, ability to perform all core Transit Ambassador duties while providing guidance, accountability, and support to ambassador staff.

Supervisory & Operational Oversight

• Oversees daily activities of Transit Ambassadors and ensures adherence to program expectations and standards
• Monitors and ensures accurate, timely reporting within the SMART system
• Provides real-time coaching, direction, and support to ambassadors in the field
• Ensures all assigned locations are properly staffed and operational needs are met
• Acts as a liaison between ambassadors, management, and client stakeholders to support effective communication and service delivery
• Addresses performance concerns, reinforces expectations, and escalates issues as needed
• Maintains high visibility in assigned areas, including stations, entrances, and exits, to maximize engagement with riders
• Proactively assists passengers with navigation of the MBTA system, including directions, schedules, and fare payment guidance
• Assists passengers by deploying bridge plates upon request in a safe and courteous manner
• Communicates knowledge of transit schedules, parking, routes, and MBTA policies effectively to riders
• Actively reports unwanted behaviors (e.g., smoking, loitering, disorderly conduct) and escalates safety concerns to Transit Police or appropriate authorities
• Serves as a visible, uniformed presence to deter unwanted activity
• Maintains a professional, customer-focused, and positive environment at all times
• Responds to emergency situations in accordance with established protocols
• Accurately documents and reports all activities using SMART devices, including iPads, mobile devices, and radios

This role requires the ability to work outdoors, as not all station locations are covered. Operations Supervisors may also be requested to work diversion shifts to cover employee break times, which involve extended periods working outside in varying weather conditions.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Block By Block is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Requirements

Education & Experience

• Must be at least 18 years of age
• High School Diploma or GED required
• Minimum of one (2) years of experience in management
• Prior leadership or supervisory experience preferred

Skills & Abilities

• Strong communication skills with the ability to speak, read, and write in English to complete reports and interact with the public
• Ability to lead, direct, and support a team in a fast-paced, public-facing environment
• Strong problem-solving and situational awareness skills
• Experience with Microsoft Teams & Outlook
• Ability to follow and enforce policies, procedures, and operational standards

Physical Requirements

• Ability to stand and walk continuously for 8–10 hour shifts with scheduled breaks
• Ability to lift, carry, and deploy a bridge plate weighing up to 50 pounds
• Ability to work in station environments and outdoor conditions with provided inclement weather gear

Shift

1st Shift

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and recordkeeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.

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