Operations Manager (Transportation) - San Francisco Bay Area

Hallcon

19h•Onsite

About The Position

Hallcon is a mobility and infrastructure services company focused on turnkey solutions for clients such as technology companies, manufacturers, railroads, universities, corporate business parks, hospitals, airports, public transportation agencies and more. The Company provides essential transportation services including multi-mode operations, integrated command centers, electric vehicle (EV) infrastructure, technology, analytics and business intelligence, maintenance, cleaning, and rider experience measurement. The Operations Manager reports directly to the General Manager (GM). This position helps the GM manage the day-to-day operations as part of the employee transportation program for our client at the San Francisco International Airport. The Operations Manager is primarily responsible for the management of the employee workforce including but not limited to timekeeping, drafting and issuing disciplinary action, and administrative and operational training and oversight. The Operations Manager will assist the GM in maintaining an effective working relationship with the client, the employees, multiple unions and other vendors.

Requirements

Minimum of 2 years of experience in managing customer service and promoting/enhancing client relations.
Minimum of 5 years of management experience in transportation/logistics, including managing a large (50+) driver team.
Experience with FMCS regulations as prescribed by the US Department of Transportation.
Ability to work flexible hours as required, including weekends.
Ability to manage multiple priorities.
Excellent communication skills in English, including written communications and presentations.
Ability to learn specialized programs (GPS-based systems, operation of security cameras, plug-in regenerative units, vehicle and driver database management program, generate reports on ridership counts, trends, etc.).
Intermediate computer skills and experience with Microsoft Office.
Must set an example as a leader, including work ethics, work hours, attire, attitude, interpersonal communications, timeliness, and integrity.
Must be able to obtain an Airport Issued Badge.

Nice To Haves

Experience in using Run Cutting Software
Experience working in a Union Environment

Responsibilities

Meet or exceed all Client expectations, including managing performance to the elements of the Scope of Work (SOW) and Service Level Agreements (SLA).
Ensure all routes/runs are performed in a timely manner, providing drivers with updated information and training for new routes.
Oversee driver team coverage, manage absences, and ensure alternatives are in place for call-outs, breakdowns, and traffic conditions.
Create and manage an effective driver team, maintaining a proficient extra board and ensuring driver compliance with performance, conduct, timeliness, and attire requirements.
Work closely with Dispatch to obtain the latest information on driver/route issues and transit delays; be able to cover dispatch in instances of callouts.
Monitor passenger complaints and service issues, reporting them to the GM.
Answer all email and phone inquiries in a timely and accurate manner.
Ensure Safety and Compliance, working with the Safety Manager, to conduct all operational activities safely and in accordance with laws and Hallcon policies.
Report all safety-related information (accidents, incidents) to the Client and Safety Manager in a timely manner.
Be a motivational leader, ensuring drivers have opportunities to share their views and communicating these views to leadership.
Be empathetic to driver views and follow up on all driver issues in a timely manner.
Keep commitments to drivers.
Control absenteeism and tardiness by consistently administering the attendance policy.
Promote passenger satisfaction by monitoring and acting upon complaints and service issues.
Ensure service alerts and notifications are generated and distributed promptly.
Ensure drivers handle all passenger interactions courteously and professionally.
Manage documentation and reports, including the Daily Activity Report (DAR), Ridership Report, and Accident & Incident Log.
Generate client-specific data or QBR related statistics upon direction from the GM.
Oversee personnel responsible for the creation and communication of daily KFI reports and other requested data/analytics collection.
Perform full run cuts utilizing run-cutting software (Optibus) and recommend efficient and cost-effective routes and schedules to the client.
Assist with schedule reorganization due to client-requested route changes, Daylight Saving Time, or special events.
Collaborate with GM to foster relationships with union business agents and participate in union activities, including contract negotiations, grievances, and shift/vacation bids.
Recruit, retain, and develop a proficient team, forecasting recruiting needs with the GM and HR.
Maintain employee files with performance data to aid in incentives, reviews, and disciplinary actions.
Engage team members and promote job satisfaction.
Ensure employees receive required rest and meal periods.
Perform other duties as assigned.