Operations Manager (Transportation) - Bay Area CA

Hallcon

21h•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. For more information, visit hallcon.com. 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 in promoting and enhancing client relations.
Minimum of 5 years’ 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 communications 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.

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, including turn-by-turn documentation and awareness of potential delays.
Oversee route coverage, manage alternatives for call-outs, vehicle breakdowns, and traffic conditions.
Create and manage an effective driver team, maintaining a proficient extra board to cover assigned routes.
Ensure drivers are compliant with all client and Hallcon requirements for performance, conduct, timeliness, and attire.
Work closely with Dispatch to obtain the latest information on driver and/or route coverage issues or transit delays, and be able to cover dispatch in instances of callouts.
Monitor passenger complaints and service issues and report 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, ensuring all operational activities are conducted safely and in compliance with all applicable laws and regulations, and Hallcon policies.
Ensure all safety-related information (accidents, incidents) is reported 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, keeping commitments to drivers.
Control absenteeism and tardiness by consistently administering the attendance policy.
Promote passenger satisfaction by monitoring and acting upon passenger complaints and service issues.
Ensure service alerts and notifications are generated and distributed promptly.
Ensure drivers handle all passenger interactions in a courteous and professional manner.
Manage documentation and reports, including the Daily Activity Report (DAR), Ridership Report, and Accident & Incident Log.
Generate other client-specific data or QBR related statistics as directed by the GM.
Designate and oversee personnel responsible for the creation and communication of daily KFI reports and other requested data/analytics collection and finalized reports.
Collaborate with GM to foster a relationship with union business agents and participate in union activities including Contract Negotiations, Grievance, and assist in the preparation and implementation of shift and vacation bids.
Work with GM and Human Resources to forecast recruiting needs for employees.
Maintain a file for all employees, adding performance data to aid in awarding incentives, performance reviews, corrective or disciplinary actions.
Engage team members and promote job satisfaction.
Ensure employees receive required rest and meal periods.
Perform other duties as assigned.