General Manager Bench - Illinois

National Express•Carol Stream, IL

21h•Hybrid

About The Position

The General Manager Bench (Development Program) role is a structured leadership development position designed to build a pipeline of future General Managers. This role provides hands-on exposure to all aspects of Customer Service Center (CSC) operations, including safety, maintenance, routing, dispatch, employee relations, customer service, and financial performance. Participants will rotate through various operational environments and work closely with CSC and Regional leadership to develop the skills and business acumen required to lead a CSC. This position is developmental in nature and does not include full responsibility for a CSC. Advancement to the General Manager role is contingent upon demonstrated readiness, leadership capability, and business need.

Requirements

Bachelor’s degree in business administration, management, or related field, or 3+ years of progressive, comparable experience
Demonstrated leadership potential through professional, academic, or extracurricular experience
Ability to work flexible hours including early mornings, evenings, and weekends as required in operations
Willingness to travel and relocate within the region as business needs require
Strong interest in operations management, leadership development, and customer service
Basic knowledge of operations management principles and customer service practices
Ability to communicate effectively with employees, customers, and leadership
Ability to analyze problems and support decision-making processes
Strong planning, organizing, and prioritization skills
Ability to create and edit written reports and business communications
Time management and attention to detail
Professionalism, confidentiality, and sound judgment
Ability to adapt to a fast-paced operational environment

Responsibilities

Engages in a structured, on-the-job development experience focused on building the leadership capability and operational readiness required for future General Manager responsibilities
Collaborates with CSC and Regional leadership to understand overall business goals and operational strategies
Supports CSC leadership in executing daily operations and meeting service delivery expectations
Assists in reviewing operational performance metrics, including safety, service quality, and operational efficiency
Participates in budget discussions and develops a foundational understanding of P&L management
Supports CSC leadership in identifying and addressing operational challenges in alignment with company standard operating procedures and policies
Observes and participates in employee relations activities, including coaching, performance management, and investigations under leadership guidance
Assists in maintaining customer relationships and participates in meetings with school district administrators
Demonstrates company values, strategies, and objectives while encouraging feedback and input
Supports the promotion of a strong safety culture and reinforces safe operating practices
Completes assigned projects, business reviews, and presentations to CSC and Regional leadership
Travels to multiple CSC locations to gain exposure to varied operational environments
Must be willing to relocate within the Chicagoland market based on business needs.