Field Response Operations Supervisor

Job description

## **Role Overview** The **Field Response Operations Supervisor** oversees the daily delivery of roadside and fleet-support operations for an autonomous mobility programme. The supervisor ensures that field incidents are prioritised appropriately, response targets are met, and operational teams are properly staffed, trained, and prepared for each shift. The role serves as the primary escalation point for complex vehicle, passenger, safety, and service-related incidents. This is a fully on-site operational leadership position with no remote or hybrid option. ### Key Responsibilities ### **Daily Operations Management** - Direct the day-to-day activities of mobile response personnel across the assigned operating area. - Monitor active field cases and ensure incidents are handled according to agreed response times and operational priorities. - Assign team members to appropriate service zones based on demand, coverage, and fleet activity. - Coordinate roadside support, vehicle recovery, passenger assistance, and proactive fleet monitoring. - Ensure sufficient staffing levels for each shift. - Confirm that team members are trained, properly equipped, and fit for duty. - Manage shift handovers and maintain continuity between operational teams. - Review open incidents, delays, risks, and unresolved vehicle issues throughout the shift. ### **Incident Leadership and Escalation** - Act as the senior operational escalation point for critical field events. - Guide field personnel during complex vehicle, passenger, traffic, or safety situations. - Make timely decisions regarding vehicle recovery, service interruption, escalation, and resource deployment. - Coordinate with dispatch, remote support teams, technical personnel, fleet management, facilities teams, and other operational stakeholders. - Support communication with emergency services, authorities, and external service providers when required. - Lead post-incident reviews and identify corrective actions. ### **Team Leadership** - Provide day-to-day supervision, coaching, and performance feedback. - Hold team members accountable for safety, response quality, reporting accuracy, and procedural compliance. - Support recruitment, onboarding, training, and ongoing skills development. - Identify capability gaps and arrange refresher training where needed. - Promote a safety-focused and service-oriented team culture. - Address attendance, conduct, and operational performance concerns in coordination with management. ### **Performance and Process Improvement** - Track operational performance using service levels, response times, incident outcomes, and other key metrics. - Analyse operational data to identify recurring problems and opportunities for improvement. - Improve response workflows, field coverage models, escalation paths, and shift processes. - Maintain clear and auditable operational documentation. - Prepare shift reports, incident summaries, and performance updates. - Support the launch of new operating areas, facilities, or fleet programmes. - Work with cross-functional teams to improve vehicle recoverability and field-support procedures. ### **Safety and Compliance** - Ensure field operations comply with applicable traffic, workplace safety, employment, and operational regulations. - Confirm that vehicle inspections, incident records, training documents, and safety reports remain complete and current. - Conduct safety briefings and reinforce correct working practices. - Escalate hazards, policy breaches, and compliance risks. - Support internal reviews, audits, and corrective-action plans. ### Candidate Requirements - At least six years of operational experience in mobility, logistics, fleet management, automotive services, robotics, roadside assistance, or a related field. - Two to four years of direct people-management or shift-leadership experience. - Experience supervising field-based, fleet-based, or mobile operational teams. - Demonstrated success in improving processes and managing performance against measurable targets. - Strong incident-management, escalation, or crisis-response experience. - Working knowledge of operational safety and regulatory compliance. - Ability to analyse performance data and apply structured problem-solving methods. - Excellent written and verbal communication skills. - Strong cross-functional coordination and stakeholder-management capabilities. - Availability to work or provide escalation coverage during non-standard operating hours when required. ### Preferred Qualifications - Experience supporting autonomous vehicles, advanced mobility systems, robotics, driver-assistance technologies, or connected vehicle operations. - Familiarity with vehicle telematics, fleet-monitoring platforms, or diagnostic systems. - Experience launching new operating locations or scaling rapidly growing field programmes. - Experience working in safety-critical, transport-related, or highly regulated environments. - Experience managing external recovery, maintenance, or roadside service providers. ### Core Competencies - Operational planning and execution. - Incident command and risk assessment. - Team leadership and development. - Performance and service-level management. - Workflow design and process improvement. - Data-informed decision-making. - Safety and regulatory compliance. - Clear escalation and crisis communication. - Cross-functional stakeholder coordination. - Ability to remain composed and decisive during high-pressure situations.