General Manager I

National Express•Odenton, MD

6d•Onsite

About The Position

Summit School Services LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer. The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions. Summit School Services companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Warrenville, Illinois, houses the administrative and corporate support functions for the organization. Our 250+ local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Summit School Services has a zero-tolerance policy on conduct that is incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. Summit School Services is committed to promoting the protection and safeguarding of all children and passengers.

Requirements

Bachelor’s degree in business administration, management or related field or 10-12 years of comparable experience
At least 3 years of supervisory experience and P&L oversight
Proven ability to meet service delivery expectations including customer and safety
Ability to travel up to 10%
Knowledge of risk assessment to resolve customer issues which do not expose the Company to unnecessary risk.
Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices to effectively manage CSC personnel.
Knowledge of customer service best practices to build strong customer relationships
Knowledge of contract administration principles and practices to develop contractual agreements and/or Requests for Proposal documents.
Knowledge of leadership and management practices and techniques.

Nice To Haves

MBA preferred
Bi-lingual abilities a plus

Responsibilities

Delivers overall performance and results for the CSC.
Collaborates with company leaders to understand overall business goals and creates a CSC operating plan to support these objectives.
Ensures the CSC is a “customer-centric” team that is focused on building strong and effective partnerships
Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company standard operating procedures and policies.
Communicates company values, strategies and objectives in an effort to share information and while encouraging feedback and input.
Review budgets and develop the annual operating plan business review.
Develop short and long-range business plans to increase incremental business, revenues and margins.
Directs, coaches and develops CSC staff including Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator and Safety Supervisor to obtain the required skills and abilities to act independently in their job assignments.
Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating strong and ethical business practices.
Creates a culture of safety while providing a high quality of service.
Identifies key safety issues affecting the safety of passengers and employees and takes corrective action to resolve these concerns
Meets regularly with school district administrators to review service quality and performance.
Enhances and builds on current customer relationships to ensure customer retention.
Works with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business.
Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager
Other duties as assigned