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Supervisor, Transit Information

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Supervisor, Transit Information

Salary

$80,142.40 - $130,062.40 Annually

Location

Minneapolis, MN

Job Type

Full-Time

Job Number

2025-00447

Division

Metro Transit

Department

Transit Info /Schedule Dist

Opening Date

12/15/2025

Closing Date

12/30/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

WHO WE ARE

We are theMetropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website. (https://metrocouncil.org/About-Us/The-Council-Who-We-Are.aspx)

We are committed to supporting a diverse workforce that reflects the communities we serve.

The Metropolitan Council’s Metro Transit Divisionis one of the country's largest transit systems, employs more than 3,000 people, and provides ridership through an integrated network of buses, light rail and commuter trains, as well as a resource for those who carpool, vanpool, walk or bike in the Twin Cities.

How your work would contribute to our organization and the Twin Cities region:

The Transit Information Center Supervisoris an exciting and dynamic position that oversees Transit Information Center and staff, ensuring accurate, accessible, customer-friendly information is available to our customers through a wide-variety of tools and channels. The Transit Information Center is the regional contact center providing essential transit information to customers so they can successfully utilize transit services.

This position is eligible for ahybrid (both remote and onsite) telework arrangement. The candidate's permanent residence must be in Minnesota or Wisconsin.

What you would do in this job

1. Supervise day-to-day operation of Transit Information Center and Transit Information Center Staff:

+ Effectively monitor performance of Transit Information Staff and provide feedback in both in-person and remote environments; receive feedback from staff to develop and implement workplace improvement initiatives

+ Oversee and evaluate delivery of transit information via phone, chat/text, and in-person

+ Analyze contact center metrics to identify resource needs; ensure staff allocation matches customer needs

+ Create professional development plans for Transit Information Staff; introduce coaching and corrective actions to improve performance of staff as appropriate

+ Identify trends, provide feedback to internal stakeholders for decision making, and continuously adapt Transit Information Center training and approaches to meet changing customer needs

2. Ensure Council policies and procedures are adhered to and implemented fairly and consistently:

+ Administer FMLA and other medical leave requests

+ Document performance issues accurately and consistently and coordinate disciplinary actions, including preparing standard documentation and materials for appropriate disciplinary actions

+ Lead disability management and reasonable accommodation requests for Transit Information Center Staff.

+ Understand and follow disciplinary timelines and necessary communication processes

+ Thoroughly understand union contracts and established past practices and precedents

3. Support customer information data, tools, and systems:

+ Document feedback from Transit Information Center staff and customers regarding customer information data, tools, and systems

+ Display advanced understanding of all customer information data, tools, and systems and educate staff regarding usage; act as owner of individual tools and systems

+ Assist in the prioritization of enhancements of individual tools and systems based on impact to staff and customers; lead efforts to enhance data, tools, and systems

+ Support adoption of new tools and systems as they become available

+ Thoroughly understand stop and route level transit data; understand data flow and data architecture to effectively troubleshoot and resolve issues

4. Manage and support Transit Information projects and initiatives and related customer information projects:

+ Support annual Transit Information Center work plan development, prioritizing projects and tasks for the year

+ Lead and support projects that improve the customer experience through improved data, tools, systems, and staff development

+ Develop effective project communication plans, ensuring project team and stakeholders are aware of project goals, milestones, and progress

+ Proactively engage internal stakeholders for project support and successful implementation

+ Coordinate and support TIC Lead & TIC Rep 2 involvement in customer information projects

+ Lead data quality, accuracy, and availability of customer information

What education and experience are required for this job (minimum qualifications)

Any of the following combinations of experience (in customer relations/contact center or a closely related field) AND completed education (degree field of study in communications, marketing, business, or a closely related field) with one (1) year of verifiable lead or supervisory experience:

+ High school diploma/GED and seven (7) years of experience

+ Associate's degree and five (5) years of experience

+ Bachelor's degree and three (3) years of experience

*Optional Lead Credit for Metropolitan Council Employees:Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the three programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

*Metropolitan Council Employees Only. Successful completion of any one of the following four Metropolitan Council Leadership/Supervisory training programs will substitute for lead/supervisory experience. You must attach your certificate(s) as proof of completion of the program to your application. Only completion of one of the four programs listed below will substitute credit (6 months or 1 year) for lead/supervisory experience.

Program

Number of years of supervisory experience program counts for

Metro Transit Leadership Academy

1 year

Project Management Development Program-12-month session

1 year

Project Management Development Program-6-month session

6 months

Four Learning Institute Certificates - You must obtain all four certificates listed below to receive credit for 6 months supervisory experience.

+ Leading Self-Personal Effectiveness Certificate

+ Leading Self-Communication Certificate

+ Leading Self-Business Skills Certificate

+ Leading Others-Preparing for Supervisor Certificate

6 months

What additional skills and experience would be helpful in this job (desired qualifications):

+ Knowledge of Project Management Methodologies

+ Ability to continuously improve tools, data, and systems

+ Skilled communicator

+ Ability to effectively document and synthesize data for planning and reporting

What knowledge, skills, and abilities you should have within the first six months on the job:

+ Knowledge of Transit Information data, tools, and systems

+ Knowledge of Met Council and Metro Transit policies and procedures

+ Knowledge of Customer Service methodologies

+ Knowledge of Supervisory methodologies

+ Skills in Transit Information tools, systems, and data

+ Skills in performance coaching and training

+ Skills in analyzing performance data to inform business processes

+ Skills in project management and support

+ Ability to communicate effectively with direct reports, internal and external stakeholders, and Senior Management

+ Ability to effectively lead teams to build consensus and effectively perform responsibilities

+ Ability to support and foster professional development of staff

+ Ability to utilize data to plan work and execute work effectively

+ Ability to promote an equitable, positive, and respectful work environment that values diversity among all employees

What you can expect from us:

+ We offer the opportunity to make a difference and positively influence the Twin Cities metropolitan area.

+ We encourage our employees to develop their skills through on-site training and tuition reimbursement.

+ We provide a competitive salary, excellent benefits and a good work/life balance.

More about why you should join us! (http://metrocouncil.org/Employment/Making-A-Difference.aspx)

Additional information

Union/ Grade:Transit Management Supervisor Association (TMSA)/ Grade G

FLSA Status: Exempt

Safety Sensitive: No

What your work environment would be:

You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.

What steps the recruitment process involves:

+ We review your minimum qualifications.

+ We rate your education and experience.

+ We conduct a structured panel interview.

+ We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety sensitive positions only), and a background check which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor and misdemeanor convictions on a case-by-case basis, based on whether they are related to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position) and criminal background check if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply.

If you have a disability that requires an accommodation during the selection process, please [email protected].

We believe our employees are a key to our agency's success! In order to attract and retain high quality employees, the Council provides a highly competitive benefits package both in choice and coverage levels. Some highlights about our benefits are listed below:

+ Guaranteed monthly retirement income through Minnesota State Retirement System pension fund

+ Opportunity to save additional funds for retirement on a tax-deferred basis through a voluntary deferred compensation (457) plan

+ Two or more medical plans from which to choose, with employer contribution towards premiums over 80%

+ Dental insurance, life insurance and vision insurance

The following benefits are provided to all employees as part of working for the Council. You will have access to free:

+ Well@Work clinic

+ bus/rail pass valued at over $1200 per year

+ parking at many job locations

+ fitness centers at many job locations

+ Employee Assistance Program

+ extensive health and wellness programs and resources

01

Applicant Instructions: The supplemental questions listed below are to further evaluate your education and experience and to determine your eligibility for this position. Answer each question completely, and please do not type "see resume" otherwise your application will be considered incomplete, and you will not receive further consideration for this position. The experience you indicate in your responses should also be consistent with the Work History section of this application. If you attach a resume and/or cover letter to your application, it will be reviewed at the education and experience review step. I have read and understand the above instructions regarding supplemental questions.

+ Yes

+ No

02

Select the option below that reflects your education and experience level.

+ High school diploma/GED AND seven (7) years of experience in customer relations/contact center or a closely related field with one (1) year of verifiable lead or supervisory experience

+ Associate's degree AND five (5) years of experience in customer relations/contact center or a closely related field with one (1) year of verifiable lead or supervisory experience

+ Bachelor's degree AND three (3) years of experience in customer relations/contact center or a closely related field with one (1) year of verifiable lead or supervisory experience

+ None of the above

03

Do you have lead or supervisory experience?

+ Yes

+ No

04

Describe your lead or supervisory experience, listing duties/tasks that you have done in both your current and past positions. Include training, mentoring, and volunteer experience that demonstrates leadership skills. Type "N/A" if not applicable.

05

Do you have experience leading a project or task?

+ Yes

+ No

06

Describe your experience leading a project or task. Why was the project needed? How did you track your work to make sure you stayed on task and nothing was missed? What was the result? Type "N/A" if not applicable.

07

Do you have experience building workplace culture and developing staff professionally?

+ Yes

+ No

08

Describe your experience building workplace culture and developing staff professionally. Type "N/A" if not applicable.

09

Do you have an interest and knowledge of Transit information tools and technology?

+ Yes

+ No

10

Describe your interest and knowledge of Transit information tools and technology.

11

Do you have experience of continuously improving tools, data, and systems?

+ Yes

+ No

12

Describe your experience of continuously improving tools, data, and systems. Type "N/A" of not applicable.

13

If you have experience supporting diversity, equity, and inclusion in a professional setting, please describe that experience. Type "N/A" if not applicable.

Required Question

Employer

Metropolitan Council

Address

390 Robert St. N.St. Paul, Minnesota, 55101

Website

https://metrocouncil.org

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