General Manager II

Summit LLC•Eastlake, OH

About The Position

The General Manager II delivers overall performance and results for a Customer Service Center (CSC), aligning its operating plan with company goals. The role leads CSC personnel, manages budgets and business plans, builds customer and community relationships, and ensures service quality, safety, and positive employee relations. The General Manager works with regional leadership and the Marketing & Sales department to support new business opportunities and reports concerns about suspicious or inappropriate behavior to a supervisor or manager. Summit School Services is committed to protecting and 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 company offers medical, dental, vision, basic life insurance coverage, holiday pay, PTO accrual, and enrollment in a retirement savings plan. Pay and other employment terms vary by site, geographic market, customer or contractual terms, and position.

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 and P&L oversight.
Demonstrated 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’s 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 for developing contractual agreements and/or Requests for Proposal documents.
Knowledge of leadership and management practices and techniques.

Nice To Haves

MBA.
Bilingual abilities.

Responsibilities

Deliver overall performance and results for the CSC.
Collaborate with company leaders to understand business goals and create a CSC operating plan that supports them.
Promote a customer-centric team focused on building strong, effective partnerships.
Develop CSC plans and priorities to address resource and operational challenges, following guidance from the Regional Manager and company 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 the Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator, and Safety Supervisor, so they can perform their assignments independently.
Build the company’s image through collaboration with customers, government, community organizations, and employees, 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.
Develop existing customer relationships to support customer retention.
Work with the Regional Vice President and Marketing & Sales department to gather data and assist in pursuing new business.
Demonstrate ethical practices and personal integrity, and share concerns about suspicious or inappropriate behavior with a supervisor or manager.
Perform other duties as assigned.