General Manager II

National Express•Eastlake, OH

About The Position

The General Manager II is responsible for the overall performance and results of a customer service center (CSC). The role collaborates with company leaders to translate business goals into an operating plan, manages budgets and business planning, and leads CSC personnel to meet service, customer, and safety expectations. The General Manager builds and maintains relationships with school district administrators, customers, government and community organizations, and employees, while supporting customer retention and the pursuit of new business. The position also promotes ethical conduct and a culture of safety and high-quality service.

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 overseeing profit and loss (P&L).
Proven ability to meet service delivery expectations, including customer service and safety.
Knowledge of risk assessment and resolving customer issues without exposing the company to unnecessary risk.
Knowledge of the company, its service promise, services, capabilities, policies, procedures, and practices sufficient to manage CSC personnel effectively.
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

Master of Business Administration (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 those objectives.
Ensure the CSC operates as a customer-centric team focused on strong, effective partnerships.
Develop CSC plans and priorities to address resource and operational challenges, following guidance from the Regional Manager and company policies and procedures.
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 staff, Charter Coordinators, and Safety Supervisors.
Build the company’s image by collaborating with customers, government, community organizations, and employees, while demonstrating strong and ethical business practices.
Create a culture of safety and provide 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 on 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.