General Manager II

Summit LLC•Waukee, IA

About The Position

The General Manager is responsible for the overall performance and results of a customer service center (CSC). The role develops and executes CSC operating plans aligned with company objectives, promotes customer-centered partnerships, oversees budgets and business planning, and works to increase business, revenue, and margins. The General Manager leads and develops CSC staff, maintains relationships with school district administrators and other stakeholders, and promotes safe, high-quality transportation service and ethical business practices.

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 service promise, 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.

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.
Ensure the CSC is customer-centric and 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, share information, and encourage 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 by working 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.
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.
Follow ethical best practices and personal integrity, and share concerns about suspicious or inappropriate behavior with a supervisor or manager.
Perform other duties as assigned.