Shuttle Operations Manager

Superior Mobile Health•San Antonio, TX

About The Position

The Shuttle Operations Manager is responsible for leading day-to-day non-emergency wheelchair and shuttle transport operations, ensuring safe, reliable, and patient-centered service across Superior Mobile Health. This role plays a key part in how patients access care, directly impacting both the patient experience and the organization's reputation in the community. This position oversees frontline teams, supports dispatch and fleet operations, and ensures consistency in service delivery across a fast-paced environment. The Shuttle Operations Manager balances people management, operational execution, and service quality , while maintaining strong standards around safety, compliance, and accountability. The role requires someone who is comfortable working across teams and using data and reporting to monitor performance and improve operations. Success in this position comes from the ability to stay organized, communicate clearly, manage competing priorities, and drive consistent execution.

Requirements

3-5+ years of experience in private EMS, NEMT, paratransit operations, or logistics
1-3 years of experience supervising or leading teams
Experience handling employee relations (attendance, performance, coaching)
Experience with conflict resolution in a team or operational environment
Experience working in a customer-facing environment
Strong understanding of safety practices in transport or healthcare
Comfortable using data, reports, and performance metrics
Ability to sit, stand, and move throughout the workday
Ability to lift and assist patients up to 75-100 pounds and greater weights with assistance and appropriate equipment
Ability to work on a computer for extended periods, including data entry, reporting, and communication
Ability to travel locally between operational locations as needed
Ability to travel for workshops and conferences as needed

Nice To Haves

Experience with dispatch, routing, or scheduling systems
Familiarity with NEMTAC, ADA, or related regulations

Responsibilities

Oversee daily transport operations to ensure safe, on-time, and reliable service
Monitor operations and address delays, callouts , and service disruptions
Serve as a point of contact for operational escalations
Attend administrative and operational meetings as necessary
Oversee driver scheduling to ensure proper coverage and efficiency
Adjust staffing based on demand and operational needs
Maintain a safety-first approach across all operations
Ensure proper patient handling, wheelchair securement, and safe driving practices
Conduct ride- alongs , audits, and spot checks
Ensure compliance with NEMTAC, ADA, HIPAA , and company policies
Support incident review and corrective actions
Ensure vehicles are safe, clean, and ready for service
Coordinate maintenance and address equipment issues
Ensure accurate and timely documentation is completed, including trip records, incident reports, and compliance documentation
Supervise, coach, and support drivers and frontline staff
Address attendance, performance, and day-to-day employee concerns
Handle and support conflict resolution in a professional and consistent manner
Partner with internal teams on hiring, onboarding, and staff development
Promote a culture of accountability, safety, and clear communication
Ensure a professional and consistent experience for patients and healthcare partners
Respond to service concerns and support issue resolution
Partner across teams to support customer relationships and service expectations
Track key metrics such as on-time performance, safety incidents, and service quality
Use data and reporting to identify trends and improve operations
Maintain accurate records related to certifications, incidents, fleet activity, and operational performance
Support ongoing process and quality improvements
Perform all other duties as assigned