General Manager - MWRTA

Keolis Canada•Framingham, MA

10d•$160,000 - $170,000

About The Position

The General Manager leads the mobilization and ongoing operation of a passenger transportation contract, ensuring services begin safely, on time, on budget, and in accordance with contractual milestones. The role develops and monitors the annual business plan, organizational priorities, resources, budgets, and quality, and reports on overall performance to the relevant Manager (RVP or CEO). The General Manager is accountable for organizational safety, operational performance, customer experience, employee engagement, and financial results. The position oversees service delivery and continuous improvement, asset management, customer-focused processes, senior leadership and workforce development, union relationships and CBA compliance, budgeting and financial controls, and contract governance. It also manages client and stakeholder relationships and works with clients and communities to plan special-event services. The role requires at least five years in a General Manager, Assistant General Manager, or senior leadership position; management accountability for safety, performance, and profit and loss; a bachelor’s degree or equivalent training and experience; and experience with emergency planning, incident response, and safety management in a transportation environment. CPR, AED, and First Aid certifications are provided by the company. The position may involve office work and active transit field locations. Physical demands may include extended periods of walking, standing, sitting, bending, lifting, and other physical activities, as well as exposure to heat, cold, loud noises, fumes, and airborne particles.

Requirements

At least 5 years as a General Manager, Assistant General Manager, or in a senior leadership role.
Management experience with accountability for safety, performance, and profit and loss.
Bachelor’s degree or equivalent training and experience.
Experience and accountability for emergency planning, incident response, and safety management in a transportation environment.
Knowledge of FTA regulations.
Intermediate knowledge and experience with Microsoft Office Suite.
Fluent in English, with excellent written and verbal communication skills.
Excellent communication, interpersonal, and decision-making skills.
Ability to work well as part of a team and provide inspirational, motivational leadership.
Customer-focused approach and ability to inspire a team with commitment and enthusiasm.
Ability to identify and solve problems in a structured, analytical way.
Experience dealing with clients and stakeholders, including emergency services providers.
Strong analytical and reporting skills.
Applicants must be authorized to work in the United States; visa sponsorship is not provided.

Nice To Haves

Knowledge of transportation dispatching software.

Responsibilities

Lead contract mobilization so passenger services commence safely, on time, on budget, and in line with contractual milestones.
Develop the integrated annual business plan, including reviewing bid assumptions and changes, priorities, synergies, resources, investment, budgets, scope, milestones, dependencies, and quality.
Monitor business-plan delivery and performance improvements; lead creation and maintenance of the monthly visualization room to support employee engagement and continuous improvement.
Report at least monthly to the relevant Manager (RVP or CEO) on property performance across KeoLife pillars.
Be accountable for overall organizational safety performance; ensure statutory and regulatory safety policies and governance are applied and maintained.
Promote a fair, just safety culture and drive continuous improvement in safety indicators and processes.
Plan, deliver, monitor, and continually improve passenger services in accordance with client requirements and Keolis best practices.
Monitor and improve operational performance, including on-time performance, service delivery, and revenue hours and mileage.
Collaborate with the client and communities to plan and deliver special-event services.
Drive asset management focused on safety, availability, and reliability, and assist the client with asset replacement decisions.
Be accountable for the organization’s overall customer experience and maintain customer-centric passenger information, experience, and feedback processes.
Promote a passenger-focused culture; ensure customer comments are investigated and responses and procedures are improved.
Support network-wide customer satisfaction and inter-modality in collaboration with the client and other operators.
Implement Keolis management principles, lead the senior management team, foster a collaborative environment, and build the talent pool needed to deliver the business plan.
Lead union relationships, monitor compliance with the ratified CBA, plan and lead CBA negotiations, and seek productive, mutually beneficial outcomes.
Improve employee experience and related KPIs, and promote employee survey participation and local engagement action plans.
Set, monitor, and manage budgets and take corrective action to meet economic objectives.
Ensure accounts payable, client billing, payroll, monthly analysis, and reporting are completed accurately and on time in accordance with policy and process.
Improve financial performance through revenue, labor, procurement, claims management, and cost-control initiatives without compromising safety, operations, or employee engagement.
Be accountable for client relationship quality and establish contract governance and compliance reviews, addressing gaps and annual audit actions.
Identify opportunities to improve contract delivery within shareholder expectations and maintain effective stakeholder relationships.
Attend client board meetings and report key messages to internal contacts.
Complete pre-employment drug screening, a physical, and a background check where applicable to the position and law.