Project General Manager, Strategic Shuttle Programs

CharterUP • Memphis, TN

5d • Onsite

About The Position

CharterUP is seeking a Project General Manager to lead complex, large-scale shuttle programs, including workforce transportation for data centers and major construction projects. As the primary operational lead onsite, this role owns the program end to end, from launch and daily execution to client relationships, transportation partner performance, reporting, and continuous improvement. The Project General Manager works across clients, transportation partners, and internal teams to provide safe, reliable service and meet program commitments. Success requires strong operational leadership, the ability to manage across organizational boundaries, and a hands-on approach to resolving issues and driving results. Compensation includes a competitive base salary and a performance-based bonus tied to program launch, service continuity, and client satisfaction. The role is based onsite at project locations in Memphis, Tennessee, or Southaven, Mississippi, and requires 8–10 hours onsite daily, with flexibility for critical operating periods and escalations outside standard business hours.

Requirements

• At least three years of operations experience, including onsite leadership of a shuttle, transit, airport, campus, workforce transportation, or comparable field program.
• Experience serving as the primary client contact on a live project and resolving service issues directly.
• Experience coordinating third-party transportation providers or subcontractors at a job site and enforcing service commitments.
• Strong working knowledge of dispatch, route planning, fleet readiness, staffing coverage, and transportation safety practices.
• Understanding of motorcoach and passenger carrier operations, including driver hours-of-service limits.
• Ability to push back on client requests that are not operationally sound.
• Ability to produce clear daily reporting and use operational data to improve service.
• Proficiency in Google Workspace, Microsoft Office, and/or project management tools.
• Self-directed, with demonstrated ability to establish operational structure independently, manage competing priorities, and drive accountability in a fast-paced environment.
• Strong communication, negotiation, and conflict-resolution skills.
• Ability to make sound decisions under pressure and coordinate multiple stakeholders during service disruptions.
• Willingness to work onsite 8–10 hours daily, with flexibility to support critical operating periods and escalations outside standard business hours.

Nice To Haves

• Passenger transportation experience; trucking, construction logistics, or other large-scale field operations experience will also be considered.
• Experience implementing or managing operational technology platforms, including GPS tracking, ridership reporting, and performance dashboards.
• Bachelor’s degree; equivalent relevant experience is welcomed.
• Experience supporting data center, large-scale construction, or other complex job-site environments.
• Commercial Driver’s License (CDL) or hands-on technical knowledge of vehicles and fleet inspection.
• Experience launching a new transportation program or site operation.

Responsibilities

• Lead daily onsite shuttle operations, including route readiness, vehicle coverage, staging, passenger loading, and coordination across operating shifts.
• Validate transportation partners’ staffing, fleet readiness, dispatch coverage, schedules, and contingency plans.
• Lead service recovery for delays, missed trips, vehicle breakdowns, staffing shortages, and unexpected demand.
• Develop and maintain operating procedures, escalation protocols, site instructions, and business continuity plans.
• Lead assigned CharterUP site personnel where applicable and establish clear responsibilities and shift handoffs.
• Establish a structured operating cadence, including partner coordination calls, onsite huddles, readiness reviews, and documented follow-up.
• Oversee implementation and maintenance of CharterUP branding requirements across assigned vehicles.
• Serve as CharterUP’s primary onsite operational contact and build relationships with client site leadership, facilities, security, and other stakeholders.
• Communicate service conditions, resolve concerns, lead operational meetings, and follow issues through to closure.
• Anticipate changes in workforce schedules, site activity, and transportation demand; share client insights and growth opportunities with the Market General Manager and commercial team.
• Participate in client and site coordination meetings to identify changes in workforce headcount, construction schedules, site access, parking, and transportation requirements.
• Maintain a centralized action-item tracker for client requests, commitments, and outstanding issues.
• Manage transportation partner relationships and hold partners accountable for contracted service levels, vehicle standards, staffing commitments, and reporting requirements.
• Monitor service delivery through field observations, platform data, trip records, and client feedback; review contractual KPIs and drive corrective actions.
• Escalate persistent deficiencies and capacity needs so supplemental or replacement service can be secured.
• Document and manage client requests and service changes through CharterUP, and collaborate with partners on service improvements, resource planning, and long-term program success.
• Track service hours, vehicle utilization, and trip completion against contractual commitments; validate delivered service and flag discrepancies in operational records, partner invoices, and client billing.
• Identify out-of-scope client requests and route them for pricing and approval before committing additional service.
• Recommend operational improvements that increase reliability and reduce waste.
• Partner with Legal, Safety, and Compliance teams to verify transportation partner adherence to regulatory, labor, and contract-specific requirements.
• Monitor transportation safety compliance, including driver qualifications, vehicle inspections, insurance, hours of service, and established safety procedures; coordinate corrective actions.
• Lead onsite coordination of operational and safety incidents, including immediate response, escalation, stakeholder coordination, documentation, and follow-up through closure.
• Deliver daily program reports, promptly escalate issues, and maintain accurate operational records and service reports.
• Use GPS, ridership, trip-completion, and passenger feedback data to improve routes, capacity, reliability, and rider experience.
• Ensure CharterUP systems maintain an accurate, current record of program activity and performance.
• Establish standardized ridership collection and reconciliation processes and maintain a performance dashboard tracking reliability, ridership, safety incidents, deficiencies, and corrective actions.
• Coordinate collection, validation, and tracking of labor compliance documentation, including certified payroll, wage determinations, fringe benefits, and union-related requirements.
• Establish recurring partner compliance verification for vehicle inspections, insurance, driver eligibility, and daily and weekly hours-of-service compliance.

Benefits

• Medical, dental, and vision insurance; U.S. employees’ premiums are covered in full.
• Mental health support, virtual care, gym discounts, and family-building benefits.
• Paid time off; U.S. employees receive 15 days, increasing to 20 days after two years.
• Eight paid holidays for U.S. employees.
• Company-paid life, short-term disability, and long-term disability insurance where available.
• Referral bonuses.
• Long-term financial planning support.
• U.S. 401(k) plan.
• Choice of a Mac or PC, plus a monitor, keyboard, and mouse.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed