Operations Supervisor

About Zūm: 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. Today, more than 6,500 schools rely on Zūm CMX. Recognized globally for its innovative approach and operational execution, Zūm has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank. About the Role 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. What Makes You Successful in This Role 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 a problem-solver who takes ownership and finds solutions rather than excuses. You build trust with your team through consistency, fairness, and genuine investment in their success. 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. You communicate clearly up, down, and across the organization, keeping everyone informed and aligned. You understand that operational excellence comes from empowering your team rather than micromanaging them, and you take pride in seeing your people grow and succeed. Responsibilities Operational Excellence & Performance Management • Oversee day-to-day transportation operations, including scheduling, staffing, route assignments, and field trip/charter coordination • Monitor and analyze operational KPIs using Zum'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 Team Leadership & Development • Directly supervise and coach the staff, providing guidance, feedback, and professional development • Collaborate with HR, Recruiting, and Safety teams to execute hiring plans,maintain adequate staffing levels, and investigate and resolve employee concerns • Build a culture of accountability, ownership, and continuous improvement by conducting regular one-on-ones, performance reviews, and development planning with direct reports • Identify and develop high-potential team members for advancement opportunities Safety, Compliance & Customer Service • 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 • Review incident reports, oversee accident/incident reporting procedures, and maintain accurate documentation • Maintain strong relationships with internal and external customers, ensuring service expectations are consistently met or exceeded • Respond promptly to customer inquiries, service issues,…