Los Angeles, CA (3 Opportunities) - Customer Relations Manager, Call Center Manager, & Risk Manager (Transit)

Keolis Canada•Los Angeles, CA

10d•Onsite

About The Position

This role is responsible for overseeing customer relations, call center operations, and risk management within the transit sector. The position requires a strong leader who can inspire teams, manage client relationships, and ensure economic performance. Key accountabilities include driving customer satisfaction, employee engagement, financial performance, client relationships, and business growth.

Requirements

Management experience
Inspirational and motivational leader
Work well as part of a team
Possess excellent communication, interpersonal and decision making skills
Fluent in English with excellent written and verbal communication skills
Customer-focused with the ability to inspire your team with commitment and enthusiasm
Ability to identify and solve problems in a structured and analytical way
Experience in dealing with Clients and various stakeholders such as Emergency Services providers

Responsibilities

Accountable for the organization's overall customer experience, implementing and monitoring customer-centric processes.
Lead a customer-oriented culture where all staff 'think like a passenger'.
Assure the investigation, response, and procedure improvements related to customer comments.
Support a network-wide customer satisfaction approach through promoting inter-modality.
Set the tone of leadership through implementation of Keolis management principles.
Lead an engaging culture where each individual can work to their full potential.
Lead the senior management team and create a positive, collaborative environment.
Build the talent pool to ensure future capability.
Lead the Union relationship, including understanding CBA compliance, planning negotiations, and managing relationships.
Drive improvements in employee experience and engagement.
Accountable for economic performance, including budget setting, monitoring, and corrective actions.
Deliver financial requirements for accounts payable, client billing, payroll, and reporting.
Monitor and manage organizational costs to ensure delivery against the authorized budget.
Drive financial improvement across key performance drivers, including revenue streams and labor performance.
Ensure procurement initiatives are explored and delivered.
Monitor and drive improvement in organizational claims management.
Improve the financial performance of the business sustainably.
Accountable for the quality of the relationship with the client.
Implement contract governance for best practice contract management.
Manage the contract with the client, reviewing contractual compliance and acting on gaps.
Identify opportunities to improve delivery against the contract.
Monitor and assure the quality of stakeholder relationships.
Ensure the organization remains sensitive to key stakeholders.
Attend client board meetings and report key messages.
Represent Keolis to local public transport agencies and private entities to build market reputation.
Identify local market opportunities to grow Keolis contracts and add revenue streams.
Scan the local market for future development opportunities and recommend possible targets.