Salary: $28 per hour

Schedule

AM Shift: 6:00 AM – 2:00 PM
PM Shift: 2:00 PM – 12:00 AM

In alignment with the requirements of this position, all candidates are subject to a pre-employment drug screening, which includes marijuana testing.

Position Summary

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.

Supervisory & Operational Oversight

Oversees daily activities of Transit Ambassadors and ensures adherence to program expectations and standards
Monitors and ensures accurate, timely reporting within the SMART system
Provides real-time coaching, direction, and support to ambassadors in the field
Ensures all assigned locations are properly staffed and operational needs are met
Acts as a liaison between ambassadors, management, and client stakeholders to support effective communication and service delivery
Addresses performance concerns, reinforces expectations, and escalates issues as needed

Transit Ambassador Responsibilities

Maintains high visibility in assigned areas, including stations, entrances, and exits, to maximize engagement with riders
Proactively assists passengers with navigation of the MBTA system, including directions, schedules, and fare payment guidance
Assists passengers by deploying bridge plates upon request in a safe and courteous manner
Communicates knowledge of transit schedules, parking, routes, and MBTA policies effectively to riders
Actively reports unwanted behaviors (e.g., smoking, loitering, disorderly conduct) and escalates safety concerns to Transit Police or appropriate authorities
Serves as a visible, uniformed presence to deter unwanted activity
Maintains a professional, customer-focused, and positive environment at all times
Responds to emergency situations in accordance with established protocols
Accurately documents and reports all activities using SMART devices, including iPads, mobile devices, and radios

Work Environment

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.

Qualifications

Professionalism: Must maintain a positive, professional environment in full compliance with applicable laws, regulations, policies, procedures and overall Block by Block standards of expected professionalism.

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
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

Learn more about this Employer on their Career Site