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 programs end to end, from launch and daily execution through 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 deliver on 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 onsite at project locations in Memphis, Tennessee, and Southaven, Mississippi, with an expectation to work onsite 8–10 hours daily and flexibility to support critical operating periods and escalations outside standard business hours.

Requirements

• Three or more 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; experience in trucking, construction logistics, or other large-scale field operations will also be considered.
• 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

• 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 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, establish clear responsibilities, and manage shift handoffs.
• Validate transportation schedules with operating partners against client requirements, workforce shifts, anticipated ridership, and changing site conditions.
• Establish a structured daily operating cadence, including 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 client concerns, and follow issues through to closure.
• Lead regular operational meetings, presenting performance, corrective actions, and improvement recommendations.
• 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.
• Build collaborative relationships with transportation partner leadership while maintaining accountability for contracted service levels, vehicle standards, staffing, and reporting.
• Monitor service delivery through field observations, platform data, trip records, and client feedback.
• Conduct daily partner check-ins, review performance against contractual KPIs, and drive 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 relationships with assigned transportation partners and collaborate 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 across 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 applicable regulatory, labor, and contract-specific requirements.
• Monitor partner adherence to DOT, FMCSA, and state transportation safety requirements, coordinating corrective actions with Safety and Compliance teams.
• Coordinate onsite responses to operational and safety incidents, including appropriate support, escalation, and coordination with relevant stakeholders and emergency responders.
• Deliver daily program reports and promptly escalate issues to CharterUP leadership and the client.
• Maintain accurate operational records and service reports, documenting incidents and tracking 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 provide an accurate, current record of program activity and performance.
• Establish standardized ridership collection and reconciliation processes and maintain a centralized performance dashboard.
• Coordinate collection, validation, and tracking of labor compliance documentation, escalating discrepancies to Legal and Compliance.
• Establish recurring partner compliance verification for vehicle inspections, insurance, driver eligibility, and hours-of-service compliance.
• Ensure incidents are reported through required internal and external channels within established timelines and monitor resolution and follow-up.

Benefits

• Medical, dental, and vision insurance; U.S. employee premiums are covered 100%.
• Mental health support and virtual care.
• Gym discounts and family-building benefits.
• Paid time off; U.S. employees receive 15 PTO days, increasing to 20 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.
• A 401(k) plan for U.S. employees.
• Choice of 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