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National Express Operations Supervisor in Hyde Park, Massachusetts


Global, Local, Total

National Express Transit (NEXT) is a rapidly growing provider of transit, paratransit, and shuttle services for transit authorities, municipalities and other clients across the country. NEXT is the US-based public transportation division of UK-based National Express Group, providers of nearly one billion safe journeys each year. We are currently seeking an Operations Supervisor for our Customer Service Center (CSC) in Hyde Park, MA .


Responsible for delivering, assessing and overseeing continued transportation operations - ensuring excellent customer satisfaction while maximizing CSC profit. This role is directly involved in overseeing more than one of the following daily operations at the CSC: driver workforce, routing and dispatch, overall vehicle activities, customer service and overall CSC operational productivity. Requires the highest level of ethical behavior with our customers, fellow employees and communities we serve.


  • Provides overall CSC operational leadership by directing student transportation services, driver training and vehicle maintenance programs to support the operating plan and overall business goals.

  • Provides staff leadership by promoting and ensuring safe, efficient and effective operations

  • Monitors staff training requirements and ensure all employees obtain the required skills and abilities to perform their job assignments.

  • Sets performance expectations, coaches and counsels all direct reports in an effort to meet operational expectations; administers employee discipline as necessary.

  • Ensure overall compliance with Company policies and/or processes. Escalate violations of policy and procedures with General Manager and/or Corporate personnel.

  • Oversees compliance with state and district regulations


  • Assist General Manager in preparation of the Annual Operating Plan and subsequent analysis of variance.

  • Administers operational budget by ensuring resources, supplies and equipment are managed within limits.

  • Collect and audit employees' time sheets.

  • Manage direct and indirect hours to ensure budget requirements are met

  • Examine and review the daily exception report.

  • Approve all expenditures in accord with company guidelines.

  • Ensure the effective utilization of vehicles.

  • Oversee the optimization of vehicle routing


  • Responsible for knowledge of CSC contracts and accompanying operational requirements.

  • Monitors on-time performance and take corrective action when there are performance gaps.

  • Prepare and submit required customer-related reports in a timely manner.

  • Document and manage customer or employee complaints and review customer survey data and metrics and address operational gaps



  • High School diploma or equivalent. Some college preferred.

  • 5 years work experience required, with 3 years in ground transportation industry preferred; this can be waived with a minimum of 1-year supervisory experience. College education can be substituted for up to 2 years required work experience.

  • Possess a valid Commercial Driver’s License with appropriate endorsements

  • Bi-lingual abilities a plus

Job: Operations Field

Primary Location: United States-Massachusetts-Hyde Park-Boston-JV, MA

Work Locations Boston-JV, MA (7010_Boston-JV, MA)180 Meadow RoadHyde Park, 02136

Organization Transit

Schedule Full-time

Employee Status Regular

Job Level Team Leader/Supervisor

Job Shift Variable

Travel No

Req ID: 193916