Operations Supervisor in Linthicum Heights, Maryland at My City Transportation

About the Role

We are seeking a highly motivated Operations Supervisor to oversee day-to-day paratransit services, working closely with the General Manager to achieve operational excellence. This role ensures the delivery of safe, reliable, and customer-focused service to passengers with disabilities and mobility challenges. The ideal candidate is a strong leader with hands-on operational experience who can balance daily supervision with supporting the GM in strategic planning, compliance, and performance management.

Key Responsibilities

Operations & Service Oversight

• Supervise daily paratransit operations, including dispatch, scheduling, route efficiency, and on-time performance.
• Partner with the GM to align daily operations with organizational goals and performance standards.
• Respond to service disruptions, incidents, and customer concerns, escalating issues to the GM when necessary.

Leadership & Staff Supervision

• Directly supervise and support drivers, dispatchers, and other operations staff.
• Collaborate with the GM on staffing plans, training programs, and employee development.
• Conduct performance evaluations, coaching, and corrective action in alignment with company policies

Customer Service & Compliance

• Ensure compliance with ADA, DOT, and state/local paratransit service regulations.
• Investigate and resolve customer complaints, reporting trends and solutions to the GM.
• Promote a culture of safety, respect, and customer service excellence.

Safety & Training

• Enforce company safety policies and standard operating procedures.
• Work with the GM to develop and implement safety and ADA sensitivity training.
• Conduct safety audits, ride-alongs, and regular staff meetings.

Data, Reporting & Collaboration

• Track and analyze KPIs (on-time performance, trip denials, complaints, accidents).
• Provide regular operational reports to the GM with recommendations for improvements.
• Assist the GM with long-term service planning, cost management, and technology integration.
• Oversee the daily Schedule and efficient routing.
• Collaborate with the GM on technology enhancements to improve efficiency and reporting.

Qualifications & Skills

High school diploma or GED required; associate or bachelor’s degree preferred.

3–5 years of progressive experience in paratransit, fixed-route transit, logistics, or fleet management.

Previous supervisory experience required; experience working closely with senior leadership preferred.

Strong knowledge of ADA paratransit requirements, transit safety standards, and compliance regulations.

Proficiency with scheduling/dispatch systems and Microsoft Office (Excel, Word, Outlook).

Excellent leadership, problem-solving, and communication skills.

Valid Driver’s License

Why Join Us?

• Work directly with the GM to shape and improve paratransit operations.
• Competitive salary and benefits package.
• Opportunity to advance into higher leadership roles.
• Make a direct impact by providing essential mobility services to your community.