Field Operations Supervisor

Department: Charlotte Area Transit System Department

Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region.

Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.

The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it.

SUMMARY
The Rail Field Supervisor provides mobile, on-scene supervision of daily rail service to support safe operations, rule compliance, service reliability, and positive customer experience in the field. Reporting to the Assistant Manager of Rail Operations, this role monitors frontline service conditions, observes operator performance, responds to incidents and service issues, and helps ensure that rail transportation service is carried out in accordance with established rules, procedures, and operating expectations.

This position serves as a key field presence within the rail transportation function and is responsible for identifying operational issues, supporting service continuity, reinforcing operator accountability, and communicating field conditions to dispatch, control center personnel, and transportation leadership. The Rail Field Supervisor helps bridge system conditions in the field with real-time operational response and supports timely action when safety, service, or customer concerns arise.

The role also conducts ride checks, field observations, inspections, incident follow-up, and operator support activities and helps document and communicate issues requiring management attention. This position requires good judgment, strong communication skills, and the ability to remain calm, visible, and effective in a fast-paced, safety-sensitive operating environment.

Major Duties and Responsibilities

Field Service Oversight

- Monitor rail service in the field to support safe, reliable, and efficient daily operations.
- Observe mainline, station, yard, and other operating conditions to help identify issues affecting service delivery, safety, or customer experience.
- Maintain active field presence across assigned areas to support transportation priorities and timely operational awareness.
- Help verify that frontline rail service is being carried out in accordance with established expectations and current operating conditions.
- Communicate important field conditions, service impacts, and emerging issues to the appropriate operational staff.

Operator Oversight and Rule Compliance

- Observe rail operators in the field and help ensure compliance with operating rules, procedures, bulletins, safety requirements, and professional standards.
- Conduct ride checks, field checks, fitness-for-duty observations, and other frontline oversight activities as assigned.
- Reinforce operator accountability through real-time coaching, direction, and follow-up in the field.
- Identify and document issues related to operating behavior, service execution, customer interaction, or procedural compliance.
- Support implementation of temporary operating instructions, bulletins, and updated procedures affecting frontline service.

Incident Response and Service Recovery

- Respond to incidents, delays, customer issues, emergencies, abnormal operating conditions, and other field events affecting rail service.
- Provide on-scene operational support and initial field coordination until additional supervisory, management, or emergency response resources are engaged as needed.
- Coordinate with dispatch, control center personnel, rail operations leadership, maintenance, safety, security, and emergency responders during service disruptions.
- Help support safe and timely service recovery while minimizing customer impact and maintaining field awareness.
- Escalate significant service, safety, or customer issues promptly and appropriately.

Investigations, Reporting, and Follow-Up

- Investigate service issues, incidents, operator concerns, and other events requiring field review or documentation.
- Prepare reports, observations, statements, and other records related to incidents, field conditions, operator performance, and follow-up actions.
- Document observations accurately and in a timely manner for management review, operational follow-up, or other organizational needs.
- Support investigations, audits, and reviews related to transportation service, operator conduct, or rule compliance.
- Help identify recurring issues, trends, or concerns that may require additional follow-up or corrective action.

Training Support and Customer-Focused Operations

- Support training reinforcement, qualification activities, and practical field coaching for operators and other frontline staff as assigned.
- Provide feedback to transportation leadership regarding operator readiness, recurring issues, and improvement needs observed in the field.
- Help support a customer-focused service environment by responding professionally to passenger issues, service questions, and visible operational concerns.
- Promote professionalism, safety, and accountability in all field interactions.
- Perform other related duties as assigned.

Core Competencies

Field Service Oversight – Ability to maintain effective field presence and monitor frontline rail service conditions in support of safe, reliable, and customer-focused operations.

- Maintains awareness of field conditions and service impacts.
- Identifies issues affecting service, safety, or customer experience.
- Supports timely communication and operational awareness from the field.

Rules Compliance and Operator Accountability – Ability to reinforce operating expectations and support consistent compliance through direct observation, coaching, and follow-up.

- Observes work practices carefully and addresses concerns appropriately.
- Reinforces professional conduct and procedural consistency.
- Supports dependable frontline performance through active oversight.

Incident Response and Operational Judgment – Ability to respond effectively to field incidents and service disruptions and support safe, timely operational response.

- Remains calm and effective during abnormal or high-pressure situations.
- Helps organize field-level response and recovery support.
- Recognizes when escalation or additional support is needed.

Investigation and Documentation – Ability to gather information, document field activity, and prepare clear and accurate records related to service issues and incidents.

- Documents incidents and observations in a timely and organized manner.
- Identifies relevant facts and follow-up needs.
- Supports accountability through accurate reporting.

Coaching and Frontline Support – Ability to provide constructive field guidance and reinforce strong frontline performance through presence, communication, and follow-up.

- Gives practical feedback that supports improvement.
- Helps reinforce readiness and professionalism in the field.
- Supports staff through visible and consistent frontline leadership.

Customer Awareness and Professional Presence – Ability to represent the organization effectively in the field while balancing customer service, operational control, and safety priorities

- Interacts professionally with passengers, staff, and partners.
- Maintains composure in public-facing service situations.
- Supports a visible and credible operational presence.

Knowledge, Skills and Abilities

Knowledge of:

- Rail operations, service delivery practices, and field conditions affecting train movement, passenger experience, and system performance.
- Rail operating rules, procedures, bulletins, and safety requirements governing operator conduct and service execution.
- Incident response procedures, service disruption handling, and escalation protocols in a rail environment.
- Observation, reporting, and documentation practices related to field supervision, investigations, and performance monitoring.
- Customer service expectations and public-facing responsibilities within a transit system.

Skill in:

- Monitoring field operations, identifying issues, and supporting safe and reliable service delivery.
- Observing operator performance, conducting ride checks, and reinforcing rule compliance.
- Responding to incidents, delays, and customer issues and supporting initial field coordination.
- Gathering information, documenting observations, and preparing clear and accurate reports.
- Communicating effectively with operators, dispatch, control center personnel, and management.
- Managing multiple field priorities and adjusting to changing service conditions.

Ability to:

- Maintain situational awareness across field conditions, service activity, and operational risks.
- Apply sound judgment in responding to service issues, safety concerns, and customer situations.
- Provide visible, credible field presence and reinforce expectations through observation and communication.
- Balance rule enforcement, customer service, and operational needs effectively.
- Remain calm and effective in public-facing and high-pressure situations.
- Adapt to changing conditions and support consistent service delivery in a dynamic environment.

Salary: $66,826.00 - $83,532.00 Commensurate with Experience

Minimum Qualifications

- Associate degree in transportation, operations, public administration, criminal justice, or a related field; or an equivalent combination of education and experience.
- Three (3) years of experience in rail operations, transit operations, rail transportation, or another closely related operating environment.
- Experience as a rail operator, field support employee, supervisor, trainer, or other frontline role involving direct support of service delivery or rule compliance.
- Experience observing operational performance, responding to field issues, or preparing incident or operational reports.
- Ability to work varying shifts, nights, weekends, holidays, overtime, and emergencies as operational needs require.

Preferred Qualifications

- Experience in rail field supervision or another frontline rail transportation oversight role.
- Experience supporting incident response, investigations, or emergency coordination in an active service environment.
- Experience conducting ride checks, audits, operator observations, or field-based training support.

Working Environment and Physical Demands

- Works primarily in the field across stations, platforms, trains, yards, and other rail operating environments, with regular movement throughout the system during the shift.
- Works in a safety-sensitive environment requiring strong situational awareness, sound judgment, and timely communication during both routine operations and service disruptions.
- May be required to work varying shifts, nights, weekends, holidays, overtime, or emergency assignments in support of 24/7 rail transportation operations.
- Involves extended periods of standing, walking, climbing stairs, riding trains, using radios and mobile devices, and preparing reports, observations, and related documentation.
- May be exposed to varying weather conditions, noise levels, passenger interactions, and active rail operating environments while performing field supervision duties.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email [email protected]

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click  here  to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.