Job Description
Welcome to Timewise! Shell Mobility & Convenience proudly operates over 200 Timewise convenience stores and Shell gas stations in Texas and New Mexico. Our friendly team provides great customer service while supporting our employees with growth opportunities. Shell Mobility & Convenience is based in Houston, Texas and became part of the Shell Group in 2022. Join our friendly and hard-working Timewise family!
The RTOC Supervisor is responsible for the real-time execution, oversight, and governance of Maintenance Service Level Agreements (SLAs) across the retail fuel network. This role ensures maintenance events are efficiently triaged, dispatched, and resolved within defined SLA targets to maintain system uptime, regulatory compliance, and customer experience.
As the central control point for maintenance operations, the Supervisor leads the RTOC team while coordinating field technicians, vendors, and internal stakeholders. The role functions as a scalable operations control tower, enabling network growth without proportional increases in cost or headcount.
Core Responsibilities
- SLA Governance & Performance
- Own and enforce SLA compliance across all asset classes, including fuel systems, POS, HVAC, lighting, and critical infrastructure
- Monitor and drive performance across response time, dispatch time, and resolution SLAs
- Track equipment uptime and manage backlog aging
- Act as escalation authority for SLA exceptions and high-impact incidents
- Real-Time Monitoring & Dispatch
- Oversee real-time system monitoring (CMMS, SCADA, and alerting platforms)
- Prioritize and dispatch work based on severity, business impact, and SLA commitments
- Coordinate internal teams and third-party vendors to ensure timely resolution
- Support call handling and escalation management during peak demand periods
- Throughput Management & Scalability
- Manage work order throughput using structured queue management and prioritization
- Optimize technician and vendor capacity through load balancing and routing efficiency
- Identify and remove bottlenecks across dispatch, response, and resolution cycles
- Implement scalable processes such as tiered triage, automation, and standardized playbooks to support network expansion
- Leadership & Workforce Management
- Lead a 24/7 RTOC team operating across rotating shifts
- Establish performance expectations aligned to SLA adherence and productivity
- Train team members on maintenance workflows, escalation protocols, and systems
- Align staffing models and shift coverage with workload demand and network scale
- Performance Reporting & Continuous Improvement
- Track and report KPIs including SLA compliance, MTTR, backlog, and asset uptime
- Deliver performance insights and reporting to leadership
- Identify recurring failure trends and drive preventive maintenance strategies
- Ensure accuracy and completeness of work order and incident records
- Stakeholder Coordination & Escalation
- Serve as the primary escalation point during operational disruptions
- Coordinate with operations, site management, and compliance teams
- Lead communication and response during critical incidents, including equipment failures and environmental risks
Qualifications
- 5+ years of experience in maintenance operations (multi-site retail fuel or similar preferred)
- Prior supervisory experience in dispatch, control center, or operations environments
- Strong technical knowledge of fuel systems, electrical, HVAC, and facilities infrastructure
- Proven experience managing SLA-driven operations at scale
- Proficiency with CMMS and monitoring platforms
Success Measures
- Achieve ≥95% SLA compliance across critical maintenance categories
- Reduce mean time to repair (MTTR) and maintain a controlled work order backlog
- Maintain high asset uptime across fuel and store systems
- Enable scalable RTOC operations that support network growth without proportional cost increases
