General Manager

Responsibilities

• Delivers overall performance and results for the transportation location.
• Collaborates with company leaders to understand overall business goals and creates an operating plan to support these objectives.
• Ensures the location operates as a customer-centric team focused on building strong and effective customer partnerships.
• Develops operating plans and priorities to address resource and operational challenges in alignment with regional leadership and company standard operating procedures and policies.
• Communicates company values, strategies, and objectives while encouraging feedback and input from employees.
• Reviews budgets and develops the annual operating plan and business review.
• Develops short- and long-range business plans to increase incremental business, revenue, and margins.
• Directs, coaches, and develops location staff across operations, dispatch, routing, administration, maintenance, customer service, and safety to ensure employees have the skills and abilities to perform their responsibilities effectively and independently.
• Builds a strong company image by collaborating with customers, government agencies, community organizations, and employees while demonstrating strong and ethical business practices.
• Creates and maintains a culture of safety while delivering high-quality transportation services.
• Identifies key safety issues affecting passengers, employees, and operations and takes appropriate corrective action to resolve concerns.
• Meets regularly with customers and key stakeholders to review service quality, operational performance, and customer satisfaction.
• Enhances and builds existing customer relationships to ensure customer retention.
• Works with regional leadership and Marketing & Sales to gather data and support the sales process in pursuit of new business opportunities.
• Exhibits the highest ethical standards, best practices, and personal integrity; communicates concerns regarding suspicious or inappropriate behavior to the appropriate supervisor or manager.
• Performs other duties as assigned.

Qualifications

• Bachelor’s degree in business administration, management, transportation, or a related field, or 10–12 years of comparable experience; MBA preferred.
• At least 3 years of supervisory or management experience with P&L oversight.
• Proven ability to meet service delivery expectations, including customer service, operational performance, and safety standards.
• Ability to travel up to 10%.
• Bilingual abilities are a plus.
• Knowledge of risk assessment and the ability to resolve customer issues while minimizing unnecessary business risk.
• Knowledge of transportation services, operational policies, procedures, and best practices to effectively manage location personnel.
• Knowledge of customer service best practices and the ability to build and maintain strong customer relationships.