General Manager II
About The Position
The General Manager 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 objectives, manages resources and operational challenges, and builds a customer-centric team that delivers high-quality, safe transportation service. The General Manager oversees CSC staff, develops their skills, manages budgets and business plans, and works to grow revenue and retain customers. The role also builds relationships with school districts, customers, government, and community organizations while promoting ethical business practices and safeguarding passengers and employees.
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 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.
- Commitment to safeguarding children and passengers and to conduct consistent with company policies and values.
Nice To Haves
- MBA preferred.
- Bilingual abilities are a plus.
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 focused on strong 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 the Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator, and Safety Supervisor.
- Build the company’s image by collaborating with customers, government, community organizations, and employees and 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 on 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.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Basic life insurance coverage
- Holiday pay
- PTO accrual
- Retirement savings plan enrollment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
