Transit Service Supervisor

Research Triangle Regional Public Transportation Authority; Durham (NC); On-site; USD 90,000 - 120,000; Full time

Job summary

GoTriangle is seeking a seasoned operations leader to manage on-time bus service, supervise bus operators, and coordinate daily dispatch operations across the Durham/Raleigh region. The role emphasizes safety, coaching, and policy enforcement to maintain reliable transit service.

The position requires extensive experience in transit operations, leadership, and a valid CDL with passenger endorsement. DOT qualifications must be maintained, with responsibilities spanning hiring, training, and

Qualifications

• Five (5) years of experience in Transit Operations or closely related industry (logistics, fleet management, scheduling, dispatch, or customer service).
• Two (2) years of leadership and management experience.
• Possession of a Class B Commercial Driver's License with passenger endorsement or ability to obtain.
• Ability to meet DOT physical requirements and maintain a DOT card.

Responsibilities

• Oversee on-time dispatching of bus operators to ensure scheduled service delivery.
• Supervise and coach bus operators, including performance management and training needs.
• Coordinate incident response, detours, and events affecting service and safety.
• Manage daily operations of fixed-route transit, including relationship with local agencies and police/fire departments.
• Monitor service area, hubs, and road operations to maintain efficiency and safety.
• Lead hiring, attendance, leave approvals, and disciplinary actions as needed.

Skills

Leadership

Dispatch operations

Bus operations

Team management

Communication

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

The position requires working during the afternoons to nights, including weekends and holidays.

GENERAL STATEMENT OF JOB DUTIES

This position is responsible for managing on time, scheduled bus service, and daily, direct supervision of bus operators. This position manages safe and efficient transportation service through coaching, counseling, and disciplining of all GoTriangle bus operators. This position is responsible for the on time dispatching of operators to ensure efficient delivery of scheduled service, all regular, extra, and "report" assignments on a daily basis. The position is also responsible for overseeing safe and effective service delivery in the GoTriangle service area by road observation of bus operators and monitoring GoTriangle major hubs and service area. Reporting to the Operations Manager, this position is responsible for directing Bus Operations with the GoTriangle communications system.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Performs management duties is dispatch, radio communication, and field operations. Incumbents will rotate through all assignments and are expected to obtain training and required certifications for any assignment. Incumbent works with little to no supervision in the performance of job duties.
• Responsible for decision-making in scheduled bus service and passenger safety through managing onsite street operations, radio communications and equipment, and are expected to obtain an independent knowledge of GoTriangle's service area, applicable traffic laws, and policies and procedures. Serves a logistical role by analyzing street operations, responding to variations in scheduled service and bus concerns, and directing bus operators.
• Resolves day-to-day operating problems that arise because of, including but not limited to: vehicle breakdowns, accidents, detours, missed trips, and late routes. Makes appropriate decisions regarding restoring or maintaining service, using independent judgement, and statistical reports.
• Acts on behalf of GoTriangle management in assigning all daily regular and extra work by interpreting and enforcing GoTriangle policies and procedures. Responsible for approving and documenting any irregularities in scheduling such as call outs, late reports, and AWOL's. Authorizes all benefit leave, time card adjustments, vacation, sick, miscellaneous time off request.
• Acts as an agent of management in the interpreting and enforcing of GoTriangle policies and procedures. Represents managements position at all stages of the grievance process. Initiates discipline procedures in accordance with the GoTriangle Employee handbook as they pertain to bus operations activities. Determines and reports the occurrence of a violation of GoTriangle policy by bus operators, the type of violation and any action taken or recommended to the direct manager. Represents GoTriangle management at all stages of the grievance process by investigation, documentation, and preparation of management's position for grievances.
• Supervises, evaluates, trains, counsels, and disciplines bus operators, achieving maximum productivity and high employee morale. Evaluates operators via face to face interactions, road supervision, ride checks and video reviews to assess operator efficiency and performance. Develops recommendations and incentives for bus operators to improve employee morale.
• Participates in the hiring process by interviewing candidates and effectively recommending the hiring of potential employees and providing/coordinating their training to improve employee skills and to eliminate employee skill gaps.
• Coaches, trains, motivates and mentors staff; and manages employee relations; manages the workflow and prioritization of projects and measures the performance of the division and all related staff and takes appropriate corrective action when necessary.
• Manages GoTriangle's daily operation of the fixed route transit system ensuring compliance with city, local, state, and federal laws governing regional transit service. Initiates communication with the local police, safety, and fire departments as well as local other local entities that could disrupt service.
• Resolve passenger disputes related to provision of service. Manages the scene of an accident including providing direction to the bus operators, the public, and passengers, analyzing the accident, determining the course of accident investigation, interviewing witnesses, crisis management, and providing recommendations on the future courses of conduct and Bus operator training. Acts as the liaison between the public and GoTriangle concerning customer complaints by reviewing, analyzing, and resolving customer complaints and initiating bus operator discipline based on analysis of customer complaints.
• Makes recommendations to improve operations, decrease turnaround times, and streamline work processes and works cooperatively and jointly to provide customer service. Makes budgetary recommendations concerning equipment used in the performance of the job duties. Works closely with other departments within GoTriangle to improve efficiency and effectiveness in their supporting function.
• Assist GoTriangle through good practice in the achieving affirmative and organization goals of eliminating discrimination based on race, color, religion, age, sex, national origin, disability, and all other classifications protected by law.
• Other duties as assigned.

MINIMUM QUALIFICATIONS AND REQUIREMENTS

• Five (5) years of experience required in Transit Operations or closely related industry (logistics, warehousing, fleet management, scheduling, dispatch, or customer service)
• Two (2) of leadership and management experience
• Demonstrate proficiency in all bus operator duties.
• Six (6) years' driving experience, possession of a good driving record, and the ability to drive in all types of adverse weather.
• Must have or be able to obtain a class B Commercial Driver's License with passenger endorsement.
• Must be able to meet the Department of Transportation physical requirements and maintain a DOT card.
• Demonstrate the ability to maintain excellent attendance including during adverse weather.
• Portray a positive and professional attitude and the ability to work well in a team environment.
• Demonstrate strong leadership and management skills and the ability to use good judgment in decision-making.
• Ability to develop program objectives and work independently on several program(s) or projects simultaneously.
• Demonstrates exceptional level of interpersonal skills required to effectively communicate with government officials, staff, and the public.
• A working understanding of PCs including Microsoft Office Packages.
• Must be available to work in all types of weather conditions, nights, weekends and holidays.

An equivalent combination of related education and experience may be substituted for the above stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

Working Conditions:

Works in an environment where there is some exposure to dust, noise, or extreme temperatures. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting GoTriangle operating facilities, during which the incumbent should observe all policies and procedures, safety precautions and regulations, and use all protective clothing and devices provided.

Physical Requirements:

Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sitting for large amounts of time, walking and standing are required.

EEO Statement:

GoTriangle is an equal opportunity employer. We are committed to providing equal opportunity and will not discriminate in terms and conditions of employment and employment practices. Decisions are made without regard to race, color, national origin, age, disability, pregnancy, genetic information, gender, sexual orientation, gender identity, marital status, creed, religion, protected veteran and military status or other applicable legally protected characteristics.

Accommodations:

GoTriangle is firmly committed to a policy of nondiscrimination in employment and to a program of achieving total equality of opportunity for all applicants. If you require reasonable accommodation because of a disability for any part of the application or hiring process, please contact 919-485-7448. Please indicate the specific assistance needed.