Operations Supervisor

The Operations Supervisor (OS) is the zone-level supervisory leader responsible for the direct oversight, evaluation, and development of Field Supervisors (FS) across an assigned geographic zone and shift. The OS serves as the operational link between the Field Supervisor layer and the Director of Operations, ensuring accountability, standards of compliance, and system performance within their zone. Each zone has two-day OSes rotating on the 2/2/3 Panama schedule, ensuring exactly one OS is on duty in each zone every day. Two dedicated Night OSes cover all three zones overnight on the same rotation. The OS is the first escalation point above the Field Supervisor and holds written warning authority - all discipline above that level requires Director of Operations approval. CORE DUTIES & RESPONSIBILITIES Field Supervisor Oversight Directly supervise all Field Supervisors assigned to your zone and shift during your on-duty hours Conduct regular field observations - accompany FSs on crew check-ins and document findings Review FS shift reports, incident documentation, and PCR audit summaries Evaluate FS performance and complete written FS evaluations submitted to the DO for approval Provide coaching, feedback, and corrective guidance to FSs as needed on shift Serve as the first escalation point for any situation requiring authority above the FS level Discipline & Accountability Administer verbal and written discipline to Field Supervisors up to the written warning level Review all FS-documented crew performance issues and determine appropriate next steps Remove employees from duty pending review when safety or conduct requires immediate action Ensure all discipline is documented consistently, timely, and in accordance with policy Escalate all discipline above written warning to the Director of Operations for approval System Performance & KPI Review Monitor zone KPIs including 911 response times, chute times, wall times, and IFT on-time performance Review system performance trends reported by FSs and identify patterns requiring corrective action Coordinate with the Director of Operations on systemic performance issues or recurring deficiencies Ensure CAD accuracy and unit status compliance across all FS shifts in your zone Annual Review Administration Oversee the annual review process for all crew members in your zone - FSs complete crew reviews, OS reviews and co-signs Conduct annual performance evaluations for all FSs within your zone assignment Submit completed FS evaluations to the Director of Operations for final review and approval Maintain review schedules to ensure all 144 crew members receive timely annual evaluations Night OS - Additional Responsibilities Maintain cross-zone awareness of all three zones (Burlington, MLT, Fife/Pierce) throughout the overnight shift Serve as the sole supervisory authority above the FS level from 18:00 through 06:00 Respond to major incidents, complex escalations, or critical situations in any zone overnight Coordinate with incoming Day OSes at the 06:00 handoff with a full shift summary Notify the Director of Operations directly for any critical incident requiring executive-level response