Supervisor-Operations and Service Delivery

Schedule:

Varies; includes early mornings, nights, weekends, holidays, and extended hours during service disruptions Position Summary The Operations & Service Delivery Supervisor provides front-line, field-based leadership to ensure safe, reliable, and customer-focused transit service across DTA services, including Fixed Route and STRIDE. The Supervisor supports operators in real time, leads service recovery during disruptions, conducts comprehensive investigations of accidents and incidents, and performs core employee relations functions including coaching, performance management, and discipline. This role monitors shift performance metrics and targets, ensures consistent application of policies/procedures and labor agreement requirements, and coordinates closely with Dispatch and internal partners to maintain service continuity. Essential Duties and Responsibilities 1) Operations supervision and service delivery (field leadership) Provide visible field leadership and operational support to operators and Dispatch to maintain safe, reliable service across Fixed Route and STRIDE. Respond to on-street operational issues, service disruptions, detours, and emergencies; coordinate service recovery actions (e.g., reroutes, reliefs, bus swaps, missed trip mitigation) in collaboration with Dispatch. Assist with disruptive passenger situations and support de-escalation consistent with DTA procedures; coordinate with Security/law enforcement when needed. Conduct ride checks/spot checks and field observations to support safe operations and adherence to operating procedures and customer service expectations. Coordinate with municipal partners regarding route/stop access issues (e.g., blocked stops/routes); document and report issues, and issue citations only when specifically authorized and trained. 2) Investigations and case management (accidents, incidents, customer concerns) Perform comprehensive investigations related to accidents and other incidents involving Fixed Route and STRIDE operations, including on-scene response when needed, evidence gathering, statements/reports, and thorough documentation. Request, secure, and review video evidence as appropriate; ensure investigations are completed accurately, consistently, and within required timeframes. Manage customer-related cases (complaints and commendations) by gathering facts, documenting outcomes, and completing appropriate follow-up coaching or recognition. Coordinate investigation-related actions with Safety, Security, Customer Service, Maintenance, and emergency responders/law enforcement as appropriate. Collaborate with STRIDE leadership on operator-related incidents and employee performance matters to ensure consistent documentation, follow-up, and resolution. 3) Employee relations and performance management Provide day-to-day supervision for assigned shift(s), including coaching, performance feedback, and documentation for Fixed Route and STRIDE operators, as assigned. Address policy violations and unsafe behavior promptly; administer or support progressive discipline in accordance with DTA policy, past practice, and labor agreement requirements. Conduct return-to-work conversations and follow-up actions to reinforce expectations and support performance improvement. Support operator onboarding and training reinforcement activities as assigned (e.g., ride-alongs, refresher coaching, policy reinforcement). 4) Safety and compliance (including testing processes) Apply reasonable suspicion training and DTA procedures to identify potential impairment concerns and initiate required steps per policy. Apply post-accident/incident testing thresholds and procedures; coordinate required notifications, documentation, and follow-up in accordance with policy and applicable regulations. Support and coordinate required random testing processes and related documentation as assigned. Support operational compliance with ADA service expectations and accessibility-related requirements during field response and service recovery. 5) Auditing, reporting, and performance metrics Conduct audits/quality checks of operational documentation and case closure practices (incident reports, video requests, corrective action follow-up, etc.) and recommend process improvements. Monitor, own, and report shift performance metrics and targets (e.g., missed trips, on-time performance/service reliability measures, incident trends, customer concerns, and other KPIs established by DTA). Provide clear shift turnover communication to ensure continuity across shifts (staffing impacts, active incidents, follow-ups, service issues, and performance notes). 6) Special assignments and additional responsibilities Manage special assigned work areas or unique portfolios as designated (e.g., shift initiatives, field projects, training support, safety initiatives, process improvement efforts). Perform other duties and responsibilities as assigned by the Chief Operating Officer to meet operational needs. Minimum Qualifications High school diploma or GED. Experience in transit, transportation operations, dispatch/field response, public safety response, or a closely related environment. Demonstrated ability to communicate calmly and professionally, including conflict de-escalation. Strong documentation skills with the ability to prepare clear, accurate reports and complete investigations with attention to detail. Ability to handle employee relations matters with professionalism, discretion, consistency, and fairness. Proficiency with radios/mobile technology and basic computer applications. Valid driver's license and ability to meet DTA driving requirements. Ability to work a flexible schedule including nights, weekends, holidays, and extended hours during disruptions. Preferred Qualifications Supervisory experience in a unionized environment and/or experience applying a labor agreement day-to-day. Familiarity with DOT/FTA drug & alcohol program concepts (reasonable suspicion, post-accident, random) and documentation practices. CDL (and passenger endorsement) or ability to obtain if required by DTA. Experience using operational performance metrics to manage daily service delivery and drive improvement. Familiarity with transit operations technology (CAD/AVL or similar), if applicable. Work Environment and Physical Requirements Field-based work in all weather conditions and dynamic street environments. Ability to respond quickly to incidents, walk on uneven surfaces, and work around traffic. Ability to work extended hours during emergencies, detours, severe weather, or other significant disruptions (reasonable accommodations considered).

FRINGE BENEFITS

Competitive Salary Training and Career Development Opportunities Employee assistance program Flexible spending account (FSA) Health insurance-full paid monthly premiums for employee and family Dental Insurance-fully paid monthly premiums for employee and family Vision Insurance-fully paid monthly premiums for employee and family $500 health insurance deductible per person annually, low max out of pocket spend Life insurance-fully paid monthly premiums for employee 3 weeks paid vacation 6 paid holidays Paid sick time Pension-company contribution of 12% of annual salary Access to Minnesota Deferred Compensation Plan Free bus passes for employee and immediate family Equal Opportunity Employer DTA is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status.

Pay:

$30.31 per hour

Work Location:

In person