Trip Auditor

Hackensack
600 South River Street
Hackensack, NJ 07601, USA

The Missed Trip Auditor is responsible for monitoring, analyzing, documenting, and reporting all missed trips, late pull-outs, driver errors, and service performance deviations within the operation. This role ensures accountability, identifies operational trends, supports corrective actions, and works collaboratively with maintenance, operations and drivers to improve on‑time performance and reduce service failures.

The Missed Trip Auditor plays a critical role in maintaining contractual compliance, customer satisfaction, and operational efficiency.

This position is based in our Hackensack, NJ location and requires a full‑time schedule, 5 days in the office.

• Monday‑Friday, 9:00am‑5:00pm

• Monitor daily pull‑outs, timepoint performance, and trip completion.
• Review Clever Devices, Saucon, dispatch logs, and other tracking systems for service accuracy.
• Verify and validate all reported missed trips.
• Audit time points for early departures and schedule adherence violations.
• Confirm accuracy of dispatch board entries.
• Assist in proactive coverage planning to prevent future misses.
• Participate in service review meetings.
• Create, analyze, track and maintain service performance and KPI reporting.
• Ensure adherence to contractual performance standards.
• Assist in preparing documentation for disciplinary action when applicable.
• Maintain confidential records of employee performance.
• Support performance improvement initiatives.

• Associate’s or Bachelor’s degree preferred.
• 2+ years of transit operations, dispatch, or supervisory experience preferred.
• Knowledge of public transportation contract operations preferred.
• Strong understanding of:
  • Timepoints
  • Paddle structure
  • Schedule adherence standards
• Experience using:
  • Clever Devices
  • Saucon
  • Excel
  • GPS tracking systems
• Strong analytical skills
• High attention to detail
• Ability to identify trends and repeat offenders
• Professional communication skills
• Strong documentation and report‑writing ability
• Ability to work in a fast‑paced operational environment
• Independent judgment with minimal supervision
• High level of integrity and confidentiality

• Medical, Dental, Vision, Prescription and Life insurance
• Supplemental coverages
• 401(k) plan
• Paid Time Off & Holiday Pay

Academy is an Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.