Access Operations Supervisor

Job Title: Access Operations Supervisor

Department: Mobility Services
Reports To: Access Manager
FLSA Status: Non-Exempt

Position Summary

The Access Operations Supervisor is responsible for overseeing daily Access Service operations, ensuring safe, efficient, and customer-focused service delivery. This role provides direct supervision to in-house operators, monitors third-party providers, supports compliance with operating procedures, and assists with operational coordination, training, and system functionality.

Key Responsibilities

Supervision & Performance Management

• Oversee in-house Access Service operators during daily operations.
• Address operational and performance-related issues promptly and professionally.
• Conduct coaching, counseling, and progressive discipline in accordance with organizational policies.

Service Oversight & Field Monitoring

• Perform on-road monitoring of in-house operators and third-party providers to ensure compliance with safety, service, and performance standards.
• Conduct location assessments to identify safe pick-up and drop-off points, particularly at large or complex facilities.
• Review service locations to confirm accessibility for both in-house and third-party vehicles without risk of vehicle damage.

Customer Service & Complaint Resolution

• Monitor active and closed customer complaints related to Access Services.
• Follow up with operators and third-party providers to address concerns, document outcomes, and support service improvements.

Operational Support

• Assist with daily vehicle assignments to ensure service continuity and efficiency.
• Support data entry and administrative functions for WeGo programs, including Journey Pass.

Training, Procedures & Systems

• Assist in the development, implementation, and maintenance of Standard Operating Procedures (SOPs) and training materials related to Access Operations.
• Collaborate with IT and relevant departments to ensure onboard vehicle systems and related technology are functioning as intended.

Qualifications

Required

• High school diploma or equivalent.
• Experience in transportation, mobility services, operations, or a related field.
• Supervisory or lead experience, including coaching and performance management.
• Strong problem-solving, communication, and organizational skills.
• Ability to work in the field and conduct on-road monitoring.
• Ability to operate s non-revenue WeGo vehicle.

Preferred

• Experience working with paratransit or ADA-accessible transportation services.
• Familiarity with third-party transportation providers and service contracts.
• Experience with data entry systems and onboard vehicle technology.
• Commercial Driver’s License (CDL)

Physical Requirements

• Ability to sit, stand, and walk for extended periods of time.
• Ability to lift, carry, push, or pull items weighing up to 20 pounds.
• Ability to bend, kneel, reach, and perform physical movements associated with field and vehicle inspections.
• Ability to safely enter and exit vehicles repeatedly throughout the workday.

Working Conditions

• Combination of office, field, and on-road work.
• Regular exposure to outdoor environments while performing location checks and on-road monitoring.
• Ability to work in inclement weather conditions, including heat, cold, rain, and other adverse weather as required by operational needs.
• May require flexible scheduling, including early mornings, evenings, weekends, or holidays based on service demands.