General Manager II

National Express • Waukee, IA

7d

About The Position

The General Manager II is responsible for overall performance and results for a customer service center (CSC). The role develops and executes operating and business plans, manages budgets and resources, builds customer and community relationships, and leads CSC staff. The General Manager works with company and regional leaders to meet business objectives while delivering safe, high-quality transportation and customer service. This position also promotes ethical conduct and the protection and safeguarding of children and passengers.

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’s 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 for developing contractual agreements and/or Requests for Proposal documents.
• Knowledge of leadership and management practices and techniques.
• Commitment to the protection and safeguarding of children and passengers and compliance with company conduct policies.

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.
• Build a customer-centric team and 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 Operations Supervisors, Dispatchers, Routers, Office Administrators, Driver Maintenance, Charter Coordinators, and Safety Supervisors.
• 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.
• 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.

Benefits

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Basic life insurance coverage.
• Holiday pay.
• PTO accrual.
• Retirement savings plan enrollment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager