Territory Operations Manager

KEY RESPONSIBILITIES

Passenger Experience & Quality Assurance

• Monitor customer feedback, reviews, and complaints to implement targeted service improvement plans.
• Maintain cleanliness, amenity standards (WiFi, AC, seating quality), and safety features across all operational buses.
• Coordinate with depot staff and crew to ensure professional customer service standards.

Financial & Team Leadership

• Manage the territory's operational budget, toll expenditures, and maintenance expenses.
• Lead, mentor, and manage field supervisors, depot managers, and operations staff.
• Deliver weekly and monthly performance reports to executive leadership with actionable insights and growth strategies.

Work Environment & Travel

• Mixture of office-based strategic work and frequent field visits across bus depots, terminals, and key transit hubs within the assigned territory.
• Must be comfortable with regular local travel.

Team Leadership, Grooming & Guidance

• Lead, mentor, and guide a team of field personnel to ensure high performance and strict adherence to company objectives.
• Enforce and maintain immaculate personal grooming, uniform standards, and professional etiquette across the entire field team.
• Conduct regular team briefings, safety checks, and performance reviews to foster a culture of continuous improvement and discipline.
• Train and onboard new field staff, providing ongoing coaching to upgrade their technical skills and professional conduct.

Field Execution & Operations

• Oversee day-to-day field operations, ensuring projects and tasks are executed efficiently, safely, and strictly according to timeline and budget.
• Monitor quality assurance and ensure all work delivered meets the company's quality and compliance benchmarks.
• Coordinate logistics, resource allocation, and task delegation for team members in the field.

Problem Solving & Crisis Management

• Serve as the primary point of contact for real-time field escalation, efficiently tackling unexpected operational hurdles, client concerns, or personnel issues as they arise.
• Exercise sound judgment to resolve conflicts, technical issues, and operational bottlenecks on-site without delaying project deliverables.
• Report critical field incidents, root cause analyses, and implemented solutions to senior management.