Project General Manager, Strategic Shuttle Programs

CharterUP•Charlotte, NC

3d•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. Based onsite at project locations in Charlotte, North Carolina, this role is the primary operational lead and owns programs end to end—from launch and daily execution to client relationships, transportation partner performance, reporting, and continuous improvement. The role works across clients, transportation partners, and internal teams to provide safe, reliable service and meet program commitments. Compensation includes a competitive base salary and a performance-based bonus tied to program launch, service continuity, and client satisfaction. Candidates may also be considered for Market or National General Manager levels, depending on their experience.

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, and ability to push back on operationally unsound client requests.
Ability to produce clear daily reports 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, 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 and provide flexibility during critical operating periods and escalations outside standard business hours.
Bachelor’s degree preferred; equivalent relevant experience is welcomed.

Nice To Haves

Passenger transportation experience; experience in trucking, construction logistics, or other large-scale field operations will also be considered.
Experience implementing or managing operational technology platforms, including GPS tracking, ridership reporting, and performance dashboards.
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

Own daily shuttle program execution, including route readiness, vehicle coverage, staging, passenger loading, and coordination across operating shifts.
Validate transportation partners’ staffing, fleet readiness, dispatch coverage, 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, establishing clear responsibilities and shift handoffs.
Validate transportation schedules with operating partners against client requirements, workforce shifts, anticipated ridership, and changing site conditions.
Establish a structured operating cadence, including operator coordination calls, onsite huddles, readiness reviews, and documented follow-up.
Oversee CharterUP branding on assigned vehicles, including signage, decals, presentation standards, and resolution of deficiencies.
Serve as the primary onsite operational contact for client site leadership, facilities, security, and other stakeholders.
Communicate service conditions proactively, resolve client concerns, and follow issues through to closure.
Lead operational meetings and present performance, corrective actions, and improvement recommendations.
Anticipate changes in workforce schedules, site activity, and transportation demand, and 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 tracker of client requests, commitments, and outstanding issues, ensuring timely resolution.
Build collaborative relationships with transportation partners while holding them accountable for contracted service levels, vehicle standards, staffing, and reporting requirements.
Monitor service delivery through field observations, platform data, trip records, and client feedback.
Conduct daily partner check-ins, review contractual KPIs, and drive documented corrective actions through resolution.
Escalate persistent deficiencies and capacity needs so supplemental or replacement service can be secured.
Ensure client requests and service changes are documented and managed through CharterUP.
Own assigned transportation partner relationships and collaborate on service improvements, resource planning, and program success.
Track service hours, vehicle utilization, and trip completion against contractual commitments.
Validate delivered service and flag discrepancies among 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 compliance with applicable laws, labor requirements, and contract-specific obligations.
Monitor compliance with DOT, FMCSA, and state transportation safety requirements, including driver qualifications, vehicle inspections, insurance, hours of service, and safety procedures; coordinate corrective actions with internal teams.
Coordinate onsite responses to operational and safety incidents, including escalation and communication with transportation partners, emergency responders, CharterUP leadership, and client stakeholders as applicable.
Deliver daily program reports and promptly escalate issues to CharterUP leadership and the client.
Maintain accurate operational records and incident reports, tracking incidents through investigation, corrective action, and closure.
Use GPS, ridership, trip-completion, and passenger feedback data to improve routes, capacity, reliability, and rider experience.
Ensure CharterUP systems maintain accurate, current program activity and performance records.
Establish standardized daily ridership collection and reconciliation processes for passenger counts, trip activity, and capacity utilization.
Maintain a centralized program performance dashboard covering service reliability, ridership, safety incidents, operational deficiencies, and corrective actions.
Coordinate collection, validation, and tracking of labor compliance records, including certified payroll, wage determinations, fringe benefits, and union-related requirements; escalate discrepancies to Legal and Compliance.
Establish recurring partner compliance checks for vehicle inspections, insurance, driver eligibility, and hours-of-service compliance; escalate deficiencies and risks before they affect service.
Ensure incidents are reported through required internal and external channels within established timelines and monitor follow-up actions.

Benefits

Medical, dental, and vision insurance; U.S. employees have 100% of premiums covered.
Mental health support and virtual care.
Gym discounts and family-building benefits.
Paid time off: 15 days in the U.S., increasing to 20 days after two years; international policies vary.
Eight paid holidays in the U.S.
Company-paid life, short-term disability, and long-term disability insurance where available.
Referral bonuses.
401(k) plan for U.S. employees; region-specific savings programs internationally where applicable.
Choice of Mac or PC, plus monitor, keyboard, and mouse.
Competitive base salary and performance-based bonus tied to program launch, service continuity, and client satisfaction.