What are the responsibilities and job description for the Operations Supervisor position at Zūm?
About Zūm:
Zūm is revolutionizing mass mobility with its Connected Mobility Experience (Zūm CMX™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market – the largest segment of the mass mobility industry – Zūm CMX is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. Today, more than 4,500 schools rely on Zūm CMX. Recognized globally for its innovative approach and operational execution, Zūm has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank.
About the Role
We're seeking an experienced Operations Supervisor to support daily transportation operations at our Howard, MD location. Reporting directly to the Location Manager, you'll oversee front-line supervisory teams, ensure operational excellence, and drive performance across all key operational areas. This role is critical to maintaining service quality, team development, and customer satisfaction while supporting the location's strategic goals and growth initiatives.
What Makes You Successful in This Role
You're a hands-on leader who thrives in the controlled chaos of daily operations. You know how to balance competing priorities without losing sight of safety, service quality, and team morale. You're a problem-solver who takes ownership and finds solutions rather than excuses. You build trust with your team through consistency, fairness, and genuine investment in their success. You're comfortable working in the field, whether coaching a supervisor through a tough conversation, troubleshooting a route issue, or jumping in to support operations when needed. You communicate clearly up, down, and across the organization, keeping everyone informed and aligned. You understand that operational excellence comes from empowering your team rather than micromanaging them, and you take pride in seeing your people grow and succeed.
Responsibilities
Operational Excellence & Performance Management
• Oversee day-to-day transportation operations, including scheduling, staffing, route assignments, and field trip/charter coordination
• Monitor and analyze operational KPIs using Zum's IT infrastructure, implementing corrective actions to exceed performance targets
• Partner with the Location Manager to maintain operational readiness, respond to real-time challenges, and ensure facilities are organized, safe, and efficiently operated
• Collaborate with the Maintenance Manager to ensure fleet readiness and regulatory compliance while supporting budget management through monitoring of labor costs and operational expenses
Team Leadership & Development
• Directly supervise and coach the staff, providing guidance, feedback, and professional development
• Collaborate with HR, Recruiting, and Safety teams to execute hiring plans,maintain adequate staffing levels, and investigate and resolve employee concerns
• Build a culture of accountability, ownership, and continuous improvement by conducting regular one-on-ones, performance reviews, and development planning with direct reports
• Identify and develop high-potential team members for advancement opportunities
Safety, Compliance & Customer Service
• Champion a behavioral safety culture that prioritizes the well-being of employees, students, and the community while ensuring compliance with all state, federal, DOT regulations, company policies, and customer contract requirements
• Review incident reports, oversee accident/incident reporting procedures, and maintain accurate documentation
• Maintain strong relationships with internal and external customers, ensuring service expectations are consistently met or exceeded
• Respond promptly to customer inquiries, service issues, and operational concerns with professionalism and urgency while acting as an escalation point for problem resolution
Qualifications
Basic Qualifications
• 2 years of experience maintaining client relationships and managing accounts in an operational setting
• 2 years of supervisory or people-leadership experience managing teams of 25 employees in fast-paced, time-sensitive operational settings (e.g., transportation, field services, logistics, hospitality, or similar industries)
• 2 years of experience managing day-to-day operations in complex, time-sensitive environments such as transportation, field services, logistics, hospitality, or similar industries
Preferred
• Bachelor's degree in Business Analytics, Business Management, Operations Management, or related field, or 4 years of equivalent professional experience in operations leadership
• Experience in a unionized environment and familiarity with collective bargaining agreements (CBAs)
• Experience in K-12 transportation or working with school district customers
Proficiency with transportation management systems, fleet management software, or operational IT platforms, and Microsoft or G Suite applications (Sheets, Docs, Slides, etc.)
• Exceptional organizational skills with the ability to effectively manage concurrent priorities and deadlines
• Demonstrated track record of developing direct reports and building high-performing supervisory teams
• Strong communication and interpersonal skills with the ability to influence and collaborate across all levels of the organization
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The targeted base salary range for this role is listed in the compensation section below. Actual salary may be above or below this range based on factors such as location, skills, and relevant experience. In addition, this position may include additional compensation in the form of equity or commissions. If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, 401(k), Holidays, Wellness, Vacation, and more. The targeted pay range for this role in CA, USA is: $85,000-$97,000
Zūm Services, Inc. and all its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Salary : $85,000 - $97,000