MBTA Operations Supervisor

MBTA Operations Supervisor

The MBTA Operations Supervisor is responsible for overseeing Transit Ambassadors and ensuring all program activities are accurately reported within the SMART system. This role combines frontline ambassador responsibilities with supervisory oversight, ensuring service delivery, operational compliance, and real-time reporting accuracy across assigned locations. Operations Supervisors are expected to lead by example, ability to perform all core Transit Ambassador duties while providing guidance, accountability, and support to ambassador staff.

Operations Supervisors oversee daily activities of Transit Ambassadors and ensure adherence to program expectations and standards. They monitor and ensure accurate, timely reporting within the SMART system. They provide real-time coaching, direction, and support to ambassadors in the field. They ensure all assigned locations are properly staffed and operational needs are met. They act as a liaison between ambassadors, management, and client stakeholders to support effective communication and service delivery.

They address performance concerns, reinforce expectations, and escalate issues as needed.

Transit Ambassador responsibilities include maintaining high visibility in assigned areas, including stations, entrances, and exits, to maximize engagement with riders. They proactively assist passengers with navigation of the MBTA system, including directions, schedules, and fare payment guidance. They assist passengers by deploying bridge plates upon request in a safe and courteous manner. They communicate knowledge of transit schedules, parking, routes, and MBTA policies effectively to riders.

They actively report unwanted behaviors and escalate safety concerns to Transit Police or appropriate authorities. They serve as a visible, uniformed presence to deter unwanted activity. They maintain a professional, customer-focused, and positive environment at all times. They respond to emergency situations in accordance with established protocols. They accurately document and report all activities using SMART devices, including iPads, mobile devices, and radios.

This role requires the ability to work outdoors, as not all station locations are covered. Operations Supervisors may also be requested to work diversion shifts to cover employee break times, which involve extended periods working outside in varying weather conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Block By Block is an equal opportunity employer.

We celebrate diversity and are committed to creating an inclusive environment for all employees.

Education & Experience:

Must be at least 18 years of age. High School Diploma or GED required. Minimum of one (2) years of experience in management. Prior leadership or supervisory experience preferred.

Skills & Abilities:
Strong communication skills with the ability to speak, read, and write in English to complete reports and interact with the public. Ability to lead, direct, and support a team in a fast-paced, public-facing environment. Strong problem-solving and situational awareness skills. Experience with Microsoft Teams & Outlook. Ability to follow and enforce policies, procedures, and operational standards.

Physical Requirements:

Ability to stand and walk continuously for 8–10 hour shifts with scheduled breaks. Ability to lift, carry, and deploy a bridge plate weighing up to 50 pounds. Ability to work in station environments and outdoor conditions with provided inclement weather gear.