Head of Operations Management (m/w/d)

Operations Supervisor
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. 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.
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 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. Oversee day-to-day transportation operations, including scheduling, staffing, route assignments, and field trip/charter coordination
Monitor and analyze operational KPIs using Zūm'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

Build a culture of accountability, ownership, and continuous improvement by conducting regular one-on-ones, performance reviews, and development planning with direct reports
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
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
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
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 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
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. 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.