Transit Ambassador Supervisor

67,486 - 92,867 USD per year Posted 4 days ago Description GENERAL DESCRIPTION OF WORK: Responsible for the development, implementation, and daily management of VIA’s Transit Ambassador Program, which provides in-person customer assistance to riders throughout VIA’s transit network and supports customer experience initiatives. Oversees field operations for the Ambassador team, ensuring consistent service delivery, strong customer engagement, and effective coordination with internal departments. This position is responsible for recruiting, training, scheduling, and supervising the Ambassador team, and plays a key role in supporting VIA’s commitment to delivering safe, accessible, and high‑quality customer service across the transit system. ESSENTIAL FUNCTIONS Develops and implements operational procedures for VIA’s Transit Ambassador Program, including service standards, deployment strategies, and reporting practices. Supports the ongoing development and refinement of the program to align with agency goals related to customer service, system awareness, and rider engagement. Directs and oversees the daily operations of the program, including field deployment, scheduling, and assigning Ambassadors throughout the transit system. Monitors Ambassador activities to ensure service standards are maintained and program objectives are achieved. Provides coaching, performance management, and professional development to ensure the Ambassadors deliver consistent, high‑quality customer service and maintain a professional presence throughout the transit system. Ensures Ambassadors provide assistance to customers, including trip planning guidance, fare payment support, service information, and general system navigation; promotes a welcoming transit environment through proactive customer engagement and support. Coordinates with internal departments, including Bus Operations, Transit Police, Customer Information, Communications, and Facilities to support system operations, customer information initiatives, and special events. Ensures Ambassadors serve as a resource for identifying operational issues and communicating system observations. Develops and maintains reporting procedures to document Ambassador activities, customer interactions, and operational observations; prepares periodic reports on program performance, customer engagement, and operational insights to support continuous improvement. Develops and implements training programs for Ambassadors that include customer service best practices, system knowledge, safety awareness, accessibility considerations, and conflict de‑escalation techniques. Interviews, selects, supervises, develops, evaluates, counsels, and, if necessary, disciplines personnel according to established VIA policies, procedures, and guidelines. This job description excludes marginal functions that are incidental to performing the job. Other duties may exist. REQUIRED EDUCATION AND EXPERIENCE Associate’s Degree in Business Administration, Public Administration, Communications, Customer Service Management, or related field, and five (5) years of progressively responsible experience in customer service operations, hospitality services, field operations, or related experience, to include two (2) years in a supervisory capacity. Experience may be substituted in lieu of education on a year‑for‑year basis up to two (2) years. PREFERRED QUALIFICATIONS Experience supervising field‑based customer service or ambassador‑style teams. Experience working in public‑facing operations environments such as transportation, hospitality, tourism, events, or place management. ADDITIONAL REQUIREMENTS Demonstrated leadership experience managing frontline employees in a public service environment. Strong organizational and operational management skills. Ability to coordinate activities across multiple departments and operational teams. Strong interpersonal, communication, and conflict resolution skills. Demonstrated ability to respond to customer needs and resolve service‑related issues in a professional manner. Ability to analyze operational information and develop recommendations to improve customer service delivery. Ability to maintain strong working relationships with internal stakeholders and cross‑functional teams. Experience working in a fast‑paced environment with multiple operational priorities. Must be capable of working independently to analyze and resolve customer issues. Must have the ability to use Microsoft Office including Word, Excel, PowerPoint, and Outlook. Must be well organized, able to follow instructions, and meet deadlines. Must be an effective listener with strong oral and written communication skills. Must be able to maintain good work attendance. Safety Accountability Statement Employees must consider safety in all tasks performed, as well as demonstrate safe judgment and decisions that not only maintain their own safety; but that of fellow employees and customers. Demonstrate a professional commitment to assure compliance with all organizational policies, practices, and programs related to safety, health, and system security. Employees have a responsibility to identify and report hazards, as well as potentially unsafe conditions, to your immediate supervisor or Safety Department. Employees are responsible to stop a job/task to prevent an unsafe incident or act from occurring. This acknowledges the threat of potential injury, property damage and the opportunity for better judgment to be used. Must comply with and support all applicable VIA EEO Policies and Procedures. PHYSICAL REQUIREMENTS Physical ability required to be mobile, bend, stoop, stand, reach, and occasionally lift 5‑25 pounds of objects, such as files, equipment and supplies, and books. Position may require extended periods of standing and walking throughout transit facilities and system locations. WORK ENVIRONMENTS Work is performed in a combination of office and field environments throughout the transit system. Position may require occasional irregular hours including evenings, weekends, or special events. VIA is an Equal Employment Opportunity Employer, providing equal opportunity to all qualified individuals, regardless of race, color, religion, age, sex, national origin, veteran status, genetic information, or disability. #J-18808-Ljbffr