Supervisor of Operations - Street

Y2Marketing; Charlotte (NC); On-site; USD 52,000 - 75,000; Full time

Job summary

CATS seeks a Street Operations Officer to supervise bus routes, monitor on-time performance and incidents, and coach operators in real time on city routes. The role requires CDL Class A or B with air brakes and passenger endorsement, plus a high school diploma or GED and preferred related-associate degree.

Responsibilities include incident investigations, reporting, training support, and cross-department collaboration to maintain safe and reliable service in the Charlotte area.

Qualifications

• Leadership to coach operators in real time and address issues.
• Proven ability to respond to and manage accidents or incidents.
• Effective communication with operators, law enforcement, emergency services, and other stakeholders.
• Strong problem-solving to resolve on-the-spot issues and keep service on track.

Responsibilities

• Monitor routes to ensure schedule adherence and manage disruptions.
• Respond to incidents and coordinate with law enforcement or emergency services as needed.
• Investigate accidents/incidents and prepare detailed reports with recommendations.
• Provide real-time coaching and support to bus operators in the field.
• Investigate and follow up on customer complaints with the Customer Service team.
• Collaborate with maintenance and other departments to ensure smooth operations.

Skills

Leadership

Incident Management

Communication

Problem-Solving

CDL (Class A/B) with air brakes & PAS

Education

High school diploma or GED

Associate's Degree in Business/Transportation or related field preferred

Job description

Description

The Street Operations Officer plays a key role in ensuring the smooth operation of bus services across the CATS routing system. This role includes monitoring buses on active routes, responding to incidents and accidents, and providing on-the-spot coaching and direction to bus operators. The Street Supervisor is also responsible for investigating incidents, following up on customer complaints, and coordinating with internal and external partners to maintain safe and reliable service.

Description

The Street Operations Officer plays a key role in ensuring the smooth operation of bus services across the CATS routing system. This role includes monitoring buses on active routes, responding to incidents and accidents, and providing on-the-spot coaching and direction to bus operators. The Street Supervisor is also responsible for investigating incidents, following up on customer complaints, and coordinating with internal and external partners to maintain safe and reliable service.

Route Supervision And Incident Response

• Monitor bus routes to ensure buses are operating on schedule and address any service disruptions.
• Respond promptly to incidents such as accidents, breakdowns, or emergencies, and coordinate responses with law enforcement or emergency services as needed.

Incident Investigation

• Investigate accidents, incidents, or employee injuries, gathering details from bus operators, passengers, and other parties involved.
• Prepare detailed reports on incidents and provide recommendations to management for resolution.

Operator Support And Training

• Provide real-time coaching and support to bus operators as needed.
• Assist in identifying bus operators requiring additional training or support based on performance or complaints.

Customer Complaint Resolution

• Investigate and follow up on customer complaints, working with the Customer Service team to provide resolutions.
• Present solutions or recommendations for improvement to management.

Collaboration

• Work closely with other departments, including maintenance, to ensure bus operations run smoothly.

Maintain effective communication with bus operators and dispatch teams to ensure operational efficiency

Requirements

Leadership:

• Strong leadership skills to support and coach bus operators in the field, providing guidance in real-time and addressing any operational issues.

Incident Management

• Proficient in responding to and managing accidents, breakdowns, or customer incidents while ensuring safety and minimizing service disruptions.

Communication

• Ability to communicate effectively with bus operators, law enforcement, emergency personnel, and other stakeholders during incidents and routine operations.
• Excellent interpersonal communication skills to interact effectively with both operators and external parties

Problem-Solving

• Ability to analyze and resolve on-the-spot issues, ensuring that service remains on track and that any problems are addressed swiftly and effectively.

CDL License: Must possess a valid Class A or B CDL with air brakes and passenger endorsement.

Education

• High school diploma or GED required; Associate's Degree in Business/Transportation or related field preferred.

Experience

• Previous supervisory or incident response experience in a transit or transportation environment