Transportation Success & Performance Supervisor

About This Role

The Transportation Success & Performance Supervisor supports and manages the performance of a nationwide network of 1099 Non-Emergency Medical Transportation (NEMT) drivers. This high-autonomy role involves coaching drivers, monitoring performance metrics, and resolving service issues to ensure exceptional transportation services.

Responsibilities

• Serve as a primary point of contact for drivers, ensuring clear communication, accountability, and performance consistency
• Conduct one-on-one coaching and virtual group meetings with drivers to reinforce dispatch standards, scheduling expectations, safety, and service quality
• Support new drivers' early trip activity and first-ride readiness
• Monitor performance metrics, escalations, cancellations, and operational alerts to proactively identify drivers needing support
• Investigate service issues, late trips, cancellations, and rider concerns; document findings and corrective actions
• Coach drivers on route scheduling, trip acceptance, door-to-door service expectations, rider communication, conflict resolution, cancellation procedures, and app/system usage
• Act as a technical support resource, troubleshooting mobile app and platform issues in real time
• Partner cross-functionally with Operations, Care Center, Recruiting, and Compliance to resolve issues through completion
• Maintain detailed documentation related to driver performance, coaching plans, and compliance actions

Requirements

• Strong dispatch-style communication: phone, email, and text
• Ability to influence driver behavior
• Excellent time management and multitasking in a remote environment
• Comfort working with performance data, dashboards, and operational metrics
• Calm, professional approach to escalations and conflict resolution
• High attention to detail and documentation accuracy

Qualifications

• Deep dispatch experience, transportation, public transit, logistics, or Non-Emergency Medical Transportation (NEMT) experience.

Nice to Have

• Experience in Transportation, Public Transit, Logistics, or Non-Emergency Medical Transportation (NEMT)
• Experience as a dispatcher, transportation coordinator, fleet coordinator, or dispatch supervisor
• Experience coaching or managing driver or staff performance
• Experience providing remote technical or operational support
• Strong computer skills (Windows-based systems, Microsoft Office)

Skills

* Required skills

Benefits