Project General Manager, Strategic Shuttle Programs

CharterUP • Phoenix, AZ

1d • 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 programs end to end—from launch and daily execution to client relationships, transportation partner performance, reporting, and continuous improvement. The position works across clients, transportation partners, and internal teams to ensure safe, reliable service and delivery against 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 reports to the Market General Manager and is based onsite in Phoenix, Arizona. The position requires 8–10 hours of onsite work daily, with flexibility to support critical operating periods and escalations outside standard business hours. Candidates may be considered for a different management level based on experience.

The Project General Manager leads onsite shuttle operations, including route readiness, vehicle coverage, staging, passenger loading, shift coordination, schedules, operating procedures, and service recovery. The role also serves as CharterUP’s primary onsite contact for clients and transportation partners, maintaining service accountability and coordinating timely resolution of concerns and performance deficiencies.

The role tracks program service and billing accuracy, drives safety and compliance coordination, produces reports, maintains operational records and performance dashboards, and uses GPS, ridership, trip-completion, and passenger-feedback data to improve service. It coordinates with CharterUP’s Legal, Safety, Compliance, and commercial teams as needed. CharterUP is a remote-first company overall, but this role has regular onsite requirements.

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 confidence pushing back on operationally unsound client requests.
• Ability to produce clear daily reporting and use operational data to improve service.
• Proficiency in Google Workspace, Microsoft Office, and/or project management tools.
• Highly self-directed, with the 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, with flexibility to support critical operating periods and escalations outside standard business hours.
• Experience implementing or managing operational technology platforms, including GPS tracking, ridership reporting, and performance dashboards.

Nice To Haves

• Passenger transportation experience is strongly preferred; experience in trucking, construction logistics, or other large-scale field operations will also be considered.
• Bachelor’s degree preferred; 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

• Own daily onsite shuttle program execution, including route readiness, vehicle coverage, staging, passenger loading, and coordination across operating shifts.
• Validate transportation partners’ staffing, fleet readiness, dispatch coverage, contingency plans, schedules, and alignment with client requirements and changing site conditions.
• Lead service recovery during 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 operator coordination calls, onsite huddles, readiness reviews, and documented follow-up.
• Oversee implementation and maintenance of CharterUP vehicle branding requirements, coordinating resolution of deficiencies with transportation partners.
• Serve as CharterUP’s primary onsite operational contact and build relationships with client site leadership, facilities, security, and other stakeholders.
• Communicate service conditions, resolve client concerns, lead operational meetings, present performance and corrective actions, and recommend improvements.
• 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, ensuring timely resolution.
• Build collaborative relationships with transportation partner leadership while maintaining accountability for contracted service levels, vehicle standards, staffing commitments, and reporting.
• Monitor service delivery through field observations, platform data, trip records, and client feedback; conduct daily partner check-ins and review contractual KPIs.
• Drive documented corrective actions, escalate persistent deficiencies and capacity needs, and secure supplemental or replacement service as needed.
• Document and manage client requests and service changes through CharterUP; collaborate with partners 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 in records, invoices, and client billing.
• Identify requests outside the agreed scope and route them for pricing and approval before committing additional service.
• Recommend operational improvements that increase reliability and reduce waste.
• Coordinate with CharterUP Legal, Safety, and Compliance teams to verify partner compliance with applicable regulatory, labor, and contract requirements.
• Monitor partner adherence to DOT, FMCSA, and state transportation safety requirements, coordinating corrective actions with CharterUP teams.
• 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 accurately reflect program activity and performance.
• Establish ridership collection and reconciliation processes and maintain a performance dashboard tracking reliability, ridership, safety incidents, deficiencies, and corrective action status.
• Coordinate collection, validation, and tracking of labor compliance documentation, including certified payroll, wage determinations, fringe benefits, and union requirements; escalate discrepancies.
• Establish recurring compliance verification with transportation partners, including vehicle inspections, insurance, driver eligibility, and hours-of-service compliance.
• Ensure incidents are reported through required channels within established timelines and monitor resolution and follow-up actions.

Benefits

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

What This Job Offers

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