Project General Manager, Strategic Shuttle Programs

CharterUP • Phoenix, AZ

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. As the primary operational lead onsite, the 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 ensure safe, reliable service and meet program commitments. Success requires 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 in Phoenix, Arizona, and reports to the Market General Manager. The position requires working onsite 8–10 hours daily, with flexibility to support 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, and ability to challenge client requests that are not operationally sound.
• Ability to produce clear daily reports and use operational data to improve service.
• Proficiency in Google Workspace, Microsoft Office, and/or project management tools.
• Ability to independently 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 for 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; trucking, construction logistics, or other large-scale field operations experience 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, 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, and establish 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 daily 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, 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 tracker for client requests, operational commitments, and outstanding issues.
• Build collaborative relationships with transportation partners while holding them 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.
• Conduct daily partner check-ins, review performance against contractual KPIs, and drive documented corrective actions through resolution.
• Escalate persistent deficiencies and capacity needs to secure supplemental or replacement service.
• Document and manage client requests and service changes through CharterUP; serve as relationship owner for assigned transportation partners and collaborate on improvements, resource planning, and 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 partner compliance with relevant regulatory, labor, and contract requirements, including prevailing wage laws, labor classifications, and collective bargaining obligations.
• Monitor transportation partners’ adherence to DOT, FMCSA, and state safety requirements, including driver qualifications, vehicle inspections, insurance, hours-of-service compliance, and safety procedures; coordinate corrective actions with internal teams.
• Lead onsite coordination of operational and safety incidents, including immediate response, onsite 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 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 accurately reflect current program activity and performance.
• Establish daily 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 documents, including certified payroll records, wage determinations, fringe benefit documentation, and union-related requirements; escalate discrepancies to Legal and Compliance.
• Establish recurring partner compliance verification for vehicle inspections, insurance, driver eligibility, and daily and weekly hours-of-service compliance; escalate deficiencies and potential service risks.
• Ensure incidents are reported through required internal and external channels within established timelines and monitor incident resolution and follow-up actions.

Benefits

• Medical, dental, and vision insurance; U.S. employees have 100% of premiums covered.
• 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; policies vary internationally.
• Eight paid holidays for U.S. employees.
• 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 may apply internationally.
• Choice of Mac or PC, plus monitor, keyboard, and mouse.
• Remote-first work model, with role-specific onsite expectations.

What This Job Offers

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