Position Summary

Under the general supervision of the Operations Manager, the Operations Lead Supervisor is a senior technical and supervisory role responsible for planning, implementing, adjusting, and overseeing GoDurham’s day-to-day transit operations. This position combines operational leadership with advanced scheduling, staffing, logistics coordination, performance monitoring, and employee supervision to ensure services are delivered safely, efficiently, reliably, and cost-effectively.

This role manages daily operator scheduling, service change documentation, CAD/AVL data integrity, workforce utilization, attendance administration, and operational reporting. The Operations Lead Supervisor leads and supports Operations Supervisors and Transit Operators, serves as the primary escalation point for operational and employee issues, and promotes a positive, engaged, and high-performing work environment.

This position is a designated member of the Emergency Staffing Team and is required to report to work and remain on duty during emergency situations, including adverse weather, service disruptions, declared emergencies, staffing shortages, and Emergency Operations Center (EOC) activations.

The Operations Lead Supervisor establishes and promotes a safe, healthy, and accident-free workplace and ensures compliance with all applicable local, state, and federal laws, regulations, and standards governing public transit operations, including FTA, DOT, OSHA, and ADA.

Essential Functions

Leadership of Operations Supervisors and Transit Operators

• Lead, supervise, and motivate a diverse team to ensure safe, efficient, and reliable transit operations.
• Foster a positive, inclusive, and supportive work environment that promotes engagement, accountability, and retention.
• Provide coaching, mentoring, training, and performance feedback to supervisors and operators.
• Conduct regular team meetings, one-on-ones, and formal performance evaluations.
• Lead by example with professionalism, strong work ethic, safety awareness, and customer-focused service delivery.

Scheduling, Staffing, and CAD/AVL Management

• Execute daily operator scheduling using CAD/AVL and scheduling software, including management of all leave types.
• Manage and approve time-off requests for Bus Operators in accordance with organizational policies.
• Execute daily supervisor scheduling including management of all leave types.
• Manage and approve time-off requests for Supervisors in accordance with organizational policies.
• Maintain accurate employee attendance, shift change, and scheduling documentation.
• Issue attendance notices and related documentation in accordance with company policy.
• Maintain, update, and ensure data accuracy within the CAD/AVL system.
• Serve as the CAD/AVL subject matter expert and provide cross-training to Operations Supervisors (Dispatch, Terminal, Road).
• Ensure CAD/AVL utilization supports operational efficiency and service performance.
• Deploy daily schedules to Dispatch and service delivery teams.
• Ensure operator sign-in logs, dispatch logs, and incident records are accurate and closed daily.
• Review Bus Operator payroll records for accuracy and submit for management approval.

Operational Oversight and KPI Performance

• Monitor on-time performance, schedule adherence, route productivity, and other operational KPIs.
• Analyze CAD/AVL data and performance reports to identify operational challenges and problem routes.
• Implement corrective actions and process improvements to achieve performance goals.
• Participate in run-cutting, operator assignments, and rostering as needed.
• Develop and coordinate special service schedules for holidays, special events, adverse weather, and staffing shortages.
• Apply overtime controls to support budget compliance and effective workforce utilization.

Employee Engagement, Compliance, and Performance Management

• Address employee concerns and complaints promptly, fairly, and consistently.
• Apply corrective actions and performance improvement plans in accordance with HR policies and applicable laws.
• Ensure consistent and legally compliant application of workplace rules and policies.
• Promote equal employment opportunity, respectful workplace conduct, and non-discrimination practices.
• Recognize employee achievements and support career development.
• Perform and enter monthly compliance reports.

Customer Service, Safety, and Stakeholder Coordination

• Serve as the primary escalation point for customer service issues related to transit operations.
• Support Customer Service staff with complaint resolution, public assistance, informational calls, and crowd management at Durham Station.
• Serve as a liaison with Maintenance, Planning, Safety, Security, and Customer Service departments.
• Partner with the Safety Manager and Safety Committee to promote a strong safety culture.
• Participate in safety meetings, incentive programs, employee recognition initiatives, and safety displays.
• Investigate incidents and accidents, prepare reports, and implement corrective actions to prevent recurrence.

Emergency Staffing and Adverse Weather Operations

• Serve as a designated member of the Emergency Staffing Team.
• Report to work during emergency situations, adverse weather events, declared emergencies, and service disruptions.
• Serve as an on-site operational liaison within the Emergency Operations Center when activated.
• Assist with emergency staffing plans, service continuity, and recovery operations.

Reporting and Documentation

• Compile, maintain, and analyze operational data, staffing records, performance metrics, incidents, and corrective actions.
• Prepare and submit regular reports on operational efficiency, safety performance, employee performance, and customer service.
• Perform other duties as assigned.

HR and Legal Statements

This position description is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Duties and responsibilities may change as operational needs evolve. Reasonable accommodations may be made in accordance with the Americans with Disabilities Act (ADA). Employment is subject to applicable federal, state, and local laws and organizational policies.

General Qualifications

Knowledge

• Thorough understanding of the Durham area, GoDurham routes, employee rosters, service policies, safety policies, customer service policies, fare structures, and Federal Transit Administration (FTA) guidelines.
• Working knowledge of transit operations, workforce scheduling, dispatch functions, safety compliance, and related regulations.
• Post-secondary education in supervision, management, transportation, safety, training, business management, or related fields is strongly preferred.

Experience

• Minimum of four (4) years of direct transit operations experience required.
• Prior supervisory or leadership experience strongly preferred.
• Internal candidates’ personnel and attendance records will be reviewed for compliance with organizational policies and procedures.

Skills

• Excellent organizational skills and attention to detail.
• Strong leadership, coaching, and problem-solving abilities with effective communication across all organizational levels.
• Ability to adapt to evolving scheduling software and operational demands.
• Proficiency with transportation CAD/AVL systems and Microsoft Office (Outlook, Word, Excel).
• Ability to prepare clear, concise, and accurate reports for management review.

Physical Demands / Work Environment

• Ability to work the hours and days required to complete the essential functions of the role, including early mornings, late nights, weekends, holidays, and emergency assignments.
• Vision, hearing, speech, and manual dexterity are required.
• A valid North Carolina CDL driver’s license is required.
• Normal office and field-based physical demands apply.

Mental Demands

• Ability to listen, reason, think, concentrate, and interact effectively with others.
• Ability to exercise self-control, positively influence employee behavior, and work under stressful and high-pressure conditions, particularly in employee relations, emergency response, and service disruption scenarios.
• Ability to make quick, effective decisions while maintaining service standards.