Description

The following FULL-TIME position posting will be open until Tuesday, September 16, 2025:

SUPERVISOR, MOBILITY SERVICES
Salary: $67,000 - $82,000 annually
Hybrid remote/in-office work schedule available

HIRING PROCESS

September 2 – 16, 2025 - Employment Applications Accepted

1. Submit an Ann Arbor Area Transportation Authority Employment Application Form (online or paper), completed in its entirety by the posted deadline date.
2. Apply online at www.theride.org
3. Paper applications must be received in the AAATA office at 2700 S. Industrial Highway, Ann Arbor, MI 48104 by 5:00pm on the posted deadline date. Paper applications are available at the same address.
4. Faxed or emailed applications will not be accepted.
5. Late and incomplete applications will not be accepted.

After September 10, 2025 - Interviews will begin

1. Interviews will be granted to selected qualified candidates as applications are received.
2. Qualified candidates selected for an interview will be notified via email.
3. Applicants who are not selected for an interview will receive notification they are no longer being considered.

JOB DESCRIPTION

Summary:

The Supervisor, Mobility Services is primarily responsible for supervising the routing and scheduling of paratransit trip requests for eligible clients daily. The Supervisor has responsibility for direct first-line supervision of all Information Specialist employees, ensuring that their work is performed in compliance with the labor agreement and all policies and procedures of the Authority to provide safe, efficient and reliable services to the public. The Supervisor maintains the Authority’s computer database with logical parameters and up-to-date information necessary for the system’s effective utilization. This position and its reporting employees receive and resolve paratransit customer service complaints, comments and concerns using AAATA’s CRM program.

Accountabilities and Essential Functions:

1. Supervise customer service and paratransit call center to ensure efficient, effective, and high-quality customer service:
   1. Direct and assist with training and retraining of the personnel on department procedures and customer-related issues. Evaluate and coach staff.
   2. Advise management of problems and concerns with services, runs and personnel.
   3. Track and report status of contracted services (ridership, OTP, missed trips etc.).
   4. Take customer service calls and respond to all callers with respect and empathy.  Remain consistently professional and courteous while on the phone. Resolve complaints in compliance with AAATA policy and training. 
   5. Maintain close contact with contracted service providers regarding capacity, routes and vehicle needs.
   6. Assist other departmental telephone traffic when necessary. 
2. Understand and act as expert to enable others on the use of automated computer scheduling programs and in-vehicle units including setting parameters, monitoring the effectiveness of the system and adjusting as necessary:
   1. Batch trips periodically throughout the day to allow scheduling software to work as designed.  
   2. Integrate and effectively use additional computer systems as they are installed into the scheduling function and adjust schedules and parameters accordingly. 
   3. Determine future vehicle requirements and submit reports to Manager of Mobility Services as required.
   4. Provide oral and written reports as required.
3. Assist in route planning and review to ascertain services utilization levels and maximize efficiency:
   1. Supervise the logical, efficient and economic vehicle schedules, determining logical sequencing of trip assignments for all Gold-Ride special service transportation by working with automated computer scheduling software.  
   2. Receive and process requests for special service transportation reservations in emergency situations.
   3. Control the creation and changing of all subscription trips by adding them to database.  Contact passenger or caregiver to discuss options for times and negotiate for possible subscription service.  
   4. Maintain communication with special services staff so they know what to look for and what to avoid when picking schedule options for trips.
   5.         Maintain templates for subscription trips on a regular basis.
4. Perform work on various shifts (flexible schedule) with little or no supervision. 

Reports to:

Manager, Mobility Services

Ann Arbor Area Transportation Authority is an Equal Employment Opportunity Employer

 
[1] These examples are intended merely as illustrations of the various types of work performed. Employees are required to perform other related functions as assigned. Please note duties, responsibilities and activities may change at any time with or without notice.

Requirements

Knowledge, Skills, and Abilities:

• High school diploma or G.E.D required.  Some college coursework in Business Management preferred with a combination of relevant work experience.
• Valid Driver’s License required.
• Two or more years in the passenger transportation industry, preferably with a transit authority.
• Knowledge of ADA Laws and guidelines as well as ADA certification preferred.
• Experience working within a demand response transportation reservation base call-center, or experience in customer service-related positions working with seniors and persons with disabilities preferred.
• Ability to proficiently learn and work within complicated computer base scheduling systems, Microsoft Office products and web-based mapping solutions.
• Strong ability to read and interpret maps.
• Ability to plan and effectively communicate orally and in writing, with a strong command of the English language.
• Ability to simultaneously organize and work on multiple tasks, while coordinating various activities.
• Strong analytical and organizational skills and problem-solving abilities.
• Ability to anticipate potential outcomes and issues that may arise and make mid-course corrections.
• Ability to comprehend and analyze complicated issues, memorize data, attend to details, read and carry out complicated written instructions, and interpret technical data.
• Ability to work well with people and maintain strict confidentiality.
• Ability to remain focused during periods of distraction and return to tasks following interruptions and to work calmly and effectively in high pressure environments.
• Ability to work under frequent periods of stress and perform with minimal supervision.
• Ability to function as an effective team player; ability to interact with a wide variety of personalities with strong negotiation skills.