General Manager II

National Express•Wolfforth, TX

20h

About The Position

The General Manager II is responsible for the overall performance and results of a customer service center (CSC). The role develops and carries out an operating plan aligned with company goals, builds customer-focused partnerships, manages resources and operational priorities, and oversees budgets and business planning. The General Manager directs, coaches, and develops CSC staff while fostering a safe, high-quality service culture and maintaining strong customer, community, and employee relationships. The position works with company leaders, the Regional Manager, the Regional Vice President, and Marketing & Sales. It regularly meets with school district administrators to review service quality and performance, supports sales efforts for new business, and takes action to address safety concerns. The role is expected to demonstrate ethical business practices and personal integrity, and to report concerns about suspicious or inappropriate behavior. Summit School Services states that it is committed to safeguarding children and passengers and maintains a zero-tolerance policy for conduct incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. The posting also identifies Durham School Services as the company name.

Requirements

Bachelor’s degree in business administration, management, or a related field, or 10 years of comparable experience.
At least 3 years of supervisory experience.
Experience with P&L oversight.
Proven ability to meet service delivery expectations, including customer service and safety.
Knowledge of risk assessment to resolve customer issues without exposing the company to unnecessary risk.
Knowledge of the company, its service promise, services, capabilities, policies, procedures, and practices to effectively manage CSC personnel.
Knowledge of customer service best practices for building 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 are a plus.

Responsibilities

Deliver overall performance and results for the customer service center (CSC).
Collaborate with company leaders to understand business goals and create a CSC operating plan that supports them.
Ensure the CSC is customer-centric and focused on strong, effective partnerships.
Develop CSC plans and priorities to address resource and operational challenges, following guidance from the Regional Manager and company standard operating procedures and policies.
Communicate company values, strategies, and objectives 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.
Direct, coach, and develop CSC staff, including Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator, and Safety Supervisor, so they can perform their assignments independently.
Build the company image through collaboration with customers, government, community organizations, and employees, while demonstrating strong and ethical business practices.
Create a culture of safety while providing high-quality service.
Identify key safety issues affecting passengers and employees and take corrective action.
Meet regularly with school district administrators to review service quality and performance.
Strengthen existing customer relationships to support customer retention.
Work with the Regional Vice President and Marketing & Sales department to gather data and assist with sales efforts to pursue new business.
Exhibit ethical best practices and personal integrity.
Share concerns about suspicious or inappropriate behavior with a supervisor or manager.
Perform other duties as assigned.