Ensure safe, reliable, and compliant transit service by supervising frontline operations, leading incident response, and optimizing on-time performance and customer satisfaction.

Knowledge and Experience:

• 2+ years supervising transit, transportation, or field operations; unionized environment experience preferred.

• Working knowledge of fixed-route and paratransit/accessibility operations.

• Experience coordinating dispatch, extra/spare board assignments, and real-time service adjustments.

• Hands-on incident response and preliminary investigation experience, including report writing.

• Proficiency with dispatch/CAD-AVL, scheduling/rosters, radio communications, and incident logging systems.

• Valid driver’s license with acceptable record; ability to meet on-street/field work requirements.

• First Aid/CPR and defensive driving training (or ability to obtain); collision/incident investigation training a plus.

Skills:

• Operational decision-making under pressure; strong situational awareness.

• Coaching, feedback, and performance documentation skills.

• Clear, professional communication and de-escalation with operators, customers, and stakeholders.

• Time management and prioritization across concurrent incidents and tasks.

• Data literacy for monitoring on-time performance, headways, and trends.

• Knowledge of safety practices, SOP adherence, and accessibility standards.

• Collaboration with dispatch, maintenance, and leadership; ownership mindset.

Key Accountabilities:

Operational Supervision

• Monitor on-time performance, route compliance, and headways; implement corrective actions in real time.

• Coordinate operator assignments, extra/spare board use, and service coverage for absences and disruptions.

• Implement detours and service adjustments to maintain safe, reliable service.

• Maintain continuous communication with dispatch, maintenance, and leadership during operations.

• Ensure service issues (customer, operator, maintenance) are escalated and resolved promptly.

Employee Supervision & Workforce Management

• Provide frontline supervision, guidance, and operational support to transit operators.

• Apply policies, procedures, and collective agreement provisions consistently and fairly.

• Conduct coaching and performance conversations; document corrective actions as required.

• Address attendance issues and workplace conflicts professionally and in a timely manner.

• Support employee wellness initiatives and fitness-for-duty assessments per policy.

Safety & Compliance

• Respond to collisions, incidents, injuries, and near-miss events; ensure scene safety.

• Conduct preliminary investigations, collect statements, and complete required documentation.

• Enter incidents and near-misses in the designated reporting system; maintain organized records.

• Ensure adherence to defensive driving, accessibility requirements, and SOPs.

• Meet reporting timelines (e.g., collision documentation within 48 hours) and notify leadership.

Incident & Emergency Response

• Serve as the on-duty authority during disruptions, emergencies, and critical incidents.

• Coordinate with emergency services, law enforcement, maintenance, and internal teams.

• Provide calm, decisive leadership in high-pressure, time-sensitive situations.

• Escalate appropriately and ensure accurate, complete incident documentation.

• Participate in on-call rotation as required.

Customer Service & Public Relations

• Respond to customer complaints and inquiries promptly, professionally, and objectively.

• Address on-street issues and passenger conflicts; uphold accessibility and service standards.

• Represent the agency positively with the public, municipal clients, and partner organizations.

• Acknowledge and respond to municipal client complaints within agreed timelines and update leadership.

Administration & Reporting

• Complete operational, incident, and employee-related reports accurately and on time.

• Maintain detailed records of attendance, performance management, safety, and operations.

• Track documentation and follow up on missing or incomplete records.

• Assist with data collection, trend analysis, and operational reporting for improvements.

Training & Continuous Improvement

• Support onboarding, mentoring, and integration of new operators.

• Reinforce training, SOPs, and best practices through observation and coaching.

• Identify risks, service gaps, and safety concerns; recommend and implement improvements.

• Participate in ongoing professional development and leadership training.

Scheduling & Coverage

• Provide office and on-street coverage to support service continuity.

• Work variable schedules based on operational needs, including split shifts and seasonal adjustments.

• Perform other related duties as assigned to support transit operations.

About Keolis: Keolis provides mobility to over 3.4 billion passengers annually across 15 countries, operating everything from commuter trains and automated metros to shared bicycles. In Canada, Keolis employs nearly 1,857 people who operate light rail vehicles, urban buses, intercity coaches, and airport shuttles. With the recent acquisition of Pacific Western’s Transit and Motorcoach divisions, Keolis has officially expanded into Western Canada, bringing global expertise and a fresh commitment to safe, reliable, and passenger-focused service across Alberta and British Columbia. Each year, Keolis Canada helps over 12 million passengers reach their destinations smoothly and safely.