General Manager II

National Express•Madison, CT

11h

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 CSC operating plans aligned with company goals, builds effective customer partnerships, manages budgets and business plans, and oversees service quality, safety, and employee development. The General Manager works with regional and company leaders, school district administrators, customers, government representatives, and community organizations to support existing operations and pursue new business. Summit School Services has 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 is committed to protecting and safeguarding children and passengers. Summit School Services LLC’s independent subsidiaries and affiliates are equal opportunity employers. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to protected characteristics. Pay rates and most other employment terms vary by site, 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.
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 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 customer service center (CSC).
Collaborate with company leaders to understand business goals and create a CSC operating plan that supports those objectives.
Ensure the CSC is customer-centric and focused on building strong, effective partnerships.
Develop CSC plans and priorities to address resource and operational challenges in accordance with 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.
Build the company’s image through collaboration with customers, government, community organizations, and employees while demonstrating 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.
Build and strengthen 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.
Exhibit ethical best practices and personal integrity, and share concerns about suspicious or inappropriate behavior with a supervisor or manager.
Perform other duties as assigned.