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Managing Supervisor of Operations and Maintenance
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Functional Title: Managing Supervisor of Operations and Maintenance
Department: Operations (Transportation and Maintenance)
Position Status: Exempt
Safety-Sensitive: Yes
Reporting to: Chief Executive Officer
Last revision date: October 2025
Direct Reports: Operators, Dispatchers, and Maintenance Staff during shifts.
Job Purpose/Function:
Manages the evening and weekend operations of the Transportation and Maintenance Department, overseeing the Fixed Route,
Paratransit, dispatchers, and maintenance staffing. Assumes oversight responsibility ensuring safety, proper staffing, compliance with all regulatory requirements, including OSHA rules and regulations, and safety-sensitive employee drug and alcohol requirements, on-time performance, and problem resolution. Attend to workflow optimization between the Maintenance and Operations departments, and identify opportunities for improved planning, communication, and efficiency.
Major Responsibilities:
- Recommends staffing levels by skill and demands outside of the traditional work week hours. Works with Human Resources, Transportation Manager, and Shop Manager to identify staff needs, including special training, reporting, documentation, and specific communication to strengthen the “off-hour” utilization of time, planning, and advance service preparation. Offers hands-on people management and individual career development during slower periods of operation. Seeks to improve morale and increase “team” mentality and interdepartmental communication frequency of employees in both the Operations and Maintenance Departments.
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Reviews data and reports submitted by the Transit Supervisors and Maintenance Foreman, which include, but are not limited to:
- Route operations,
- Customer complaints,
- Driver performance,
- Disciplinary actions;
- Attendance and employee time tracking,
- Payroll Accuracy,
- New service requests,
- Accidents and incidents,
- Worker’s Comp claims,
- Customer amenities,
- Environmental barriers,
- Accidents and bus damage,
- All repair requests,
- Miscellaneous but important information
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Works collaboratively with the ADA/Customer Care Supervisor and the Transportation Manager to analyze data, prepare communication reports, and identify areas of concern around the Paratransit transportation services. Specific attention will be paid to:
- Certification status reports;
- Environmental assessments;
- Application processing turnaround time;
- Methods and practices of executing Paratransit service requests;
- Assurance of high-quality customer service standards;
- Monitor efficiency of Paratransit/Fixed Route driver scheduling – particularly during off-peak operating hours as a result of both automated and manual scheduling.
- Assist with the implementation of the VIA paratransit software rollout and full integration into the Operations Department and driver routine.
- Working with the Transportation Manager, Shop Manager, and Director of Service Planning, and HR coordinates staff resources to assist in the proper training of all new Operations staff members as well as the retraining of existing operators, particularly during evening and weekend hours. Ensures safety and compliance with all standard policies and procedures as well as all regulatory requirements, including OSHA and Drug and Alcohol safety requirements.
- In coordination with the Manager of Human Resources, Chief Compliance Officer and Transportation Manager, maintains a process to ensure that all operators have the requisite credentials to safely operate NTD vehicles, and that all operators are aware of, and in compliance with, limitations to the hours of operation of commercial vehicles and other regulatory requirements. Supports the parameters of the Safety Sensitive random drug and alcohol testing program and complies with related requests.
- Dedicates attention to the non-CDL licensed drivers and CDL licensed drivers lacking endorsements necessary for vehicles carrying 14 or more passengers. Assists the Transportation Manager and the ADA/Customer Care Supervisor in ensuring vehicle and driver route assignments are compliant.
- Assists the Shop Manager, Transportation Manager, and the Chief Executive Officer in developing, on an ongoing basis, standard operating procedures for implementation of best practice approaches to safety, customer service, driver assignments, the proper use of communication devices, GPS tracking, and other equipment, fare collection, and related areas important to NTD and its customers.
- Working with the Transportation Manager and Director of Service Planning, assists in managing the run-cutting process, the development of driver assignments, and the bidding process in accordance with the Collective Bargaining Agreement. Focused attention will initially be on the new network rollout fine fine-tuning, and any potential modifications which may be necessary for optimization.
- Along with the Transportation Manager and Shop Manager, monitors and ensures that all elements of NTD’s Collective Bargaining Agreement are followed and that all discipline is conducted according to agreements and policies in a fair, consistent, and well-documented manner. Communicates all information on this front to the Transportation Manager, Human Resources Manager, and any third-party oversight partner on a weekly basis. Oversees the essential record keeping and follow-up of supervisors essential to this process.
- Oversees the timely investigation of all customer complaints; coordinates responses with staff and maintains the database. Together with the Transportation Manager and ADA Customer Care Supervisor, updates and advances each step in the investigation process so as to maintain consistency in the professional handling of these sensitive employee matters. Upholds the highest standards of confidential and sensitive information handling.
- Distributes and oversees supervisors in distributing notices to staff to ensure the communication of all up-to-date NTD policies, procedures, and other directives. Prioritizes the necessity of complete and consistent communication to all stakeholders, and reiterates key communication items to reinforce essential organizational messaging.
- Maintains proficiency in NTD’s technology systems, including the Avail GPS technology, radio dispatch system, run-cutting system (TMS), Route Match or VIA paratransit computer-aided dispatch software. Demonstrates understanding of both the hardware and software aspects of these digital systems. Trains Operations supervisors and dispatchers as necessary on this front.
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Provides performance metrics to the Shop Manager, Transportation Manager, and the Chief Executive Officer as required for monthly reporting and planning purposes:
- Ridership recaps
- Productivity reports
- Purchased transportation invoices
- Works cooperatively with the Shop Manager and maintenance staff members to resolve equipment issues, coordinate parking and vehicle assignments, and communicate special handling or assistance needs requiring coordination between Operations and Maintenance.
- Coordinates with public safety (Police, Fire, Homeland Security, and Public Works) as needed for the operation of services, including working from the District’s Wilson Avenue facility, overseeing all operations in the event of an offsite emergency or extraordinary weather conditions.
- May be called upon outside of scheduled working hours to address urgent operations issues and training needs, and may be required at meetings/events occurring outside of the regular work schedule.
- Perform other duties as assigned by the Chief Executive Officer or his/her designee.
- Performs other duties as requested or required.
Safety & Security:
Responsible for communicating the Safety and Security Policy to subordinates.
Responsible for contributing to a safe and secure work environment. Is cognizant of surroundings and acts in a safe manner at all times. Is knowledgeable of and adheres to OSHA, Drug and Alcohol policy, NTD, and other safety standards, directives, and advisories, both written and verbal. Uses safety equipment and protective clothing as appropriate and necessary. Maintains good housekeeping habits in the work area to avoid injury to self or others. Immediately reports to the CEO or designee any safety or security issue and makes recommendations for improvement. Observes building access restrictions and locks doors when not present. Knows the nearest two safety exits and participates in safety drills. Responsible for making sure the building is fully secured upon departure and closing.
This is a safety-sensitive position and is subject to random drug and alcohol testing.
Education and Experience Required:
- A Bachelor’s degree in a field related to transportation, logistics, business management, public administration, facility management, or similar is required. Four years of progressively advancing managerial experience may be substituted for a portion of a college degree. Evidence of fully successful supervisory and managerial experience beyond this threshold is also required.
- Eight years of experience in public/private transit operations. Additional education or compelling related experience may be accepted in place of this requirement or a portion thereof.
- Expectation of working primarily evening and weekend hours per mutually agreed upon schedule.
- Knowledge of public transit operations, the application of policies, procedures, rules, and contractual requirements, and customer service skills.
- Experience with a program of progressive discipline and a union work environment.
- Proficient in technical skills and software programs (word processing, spreadsheet, and database), Internet applications, and utilization of all relevant office equipment. The ability to quickly learn software programs and other technologically based work tool management such as GPS tracking devices and more.
- The ability to prioritize projects and to work in a well-organized manner.
- The ability to communicate clearly and effectively both orally and in writing are essential.
- Demonstrated skills essential to working with the public and responding appropriately to questions and complaints.
- The ability to work independently and in a leadership role in a team environment.
- Demonstrated ability to supervise, delegate responsibilities, provide support, and manage employees across two distinct departments. Foster and facilitate teamwork and improvements in interdepartmental communication and cooperation.
- Adept and experienced in working effectively under pressure and in emergencies.
- Ability to work with other local agencies, including the police, fire, and public works departments.
- Demonstrated knowledge of safe driving practices and the FMCSA rules and regulations.
- A valid CDL, or the commitment to obtain a CDL with proper endorsements within 6 months of hire required.
- Must be able to appropriately manage and safeguard confidential information.
- May be required to travel in the course of daily work.
Physical Requirements: Must be able to read, write, and communicate fluently in English. Frequently required to walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; stoop, crouch and kneel. The member must occasionally lift and/or move office items. The member will be required to work in an office setting sitting behind a computer, as well as interact with internal and external customers.
Work Environment: There will be frequent interaction with employees and vendors. The working environment is generally favorable. Lighting and temperature are adequate. Work is generally performed within an office environment.
Agency Disclaimer: The CEO may modify this job description based upon agency needs; may require the employee to perform functions beyond those mentioned, as highlighted responsibility listings are not exhaustive. Employee understands that all employment is on an “at will” basis.
The Norwalk Transit District is an Equal Employment Opportunity Employer.
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