Job Description: The
General Manager will report to the VP of Operations and is responsible for managing and developing team members and formulating and executing account strategy. Additionally, this role will require a thoughtful leader and confident decision maker with the ability to measure and monitor performance, culture, and will be joining a program recognized as one of the Best Workplace for Commuters.
Duties and Responsibilities: - Act as the client's main point of contact and an extension of the client's internal teams
- Manage logistics of route planning, staffing, and client engagement to ensure service level agreements are met.
- Oversee monthly client invoicing process.
- Provide clients with monthly financial forecasts and detailed reports explaining variances to actual billing.
- Manage rider communications through email and other media, and work with client's internal team to keep the internal rider facing transportation information website up to date.
- Utilize technology platforms to monitor and optimize shuttle service and provide client data driven recommendations to support efforts.
- Use Project Management skills to foster successful collaboration between teams and meet deadlines.
- Create and administer surveys to gather data to help improve rider satisfaction.
- Maintain a close collaborative relationship with local operations team to ensure driver and fleet standards are being met.
- Collaborate with customer success, marketing, and Global Operations Control to support overall program goals.
- Weekly and monthly reporting to the client on service updates and performance
- Meet with the client's transportation team weekly to collaborate on ongoing initiatives.
- Monitor and interpret transportation metrics dashboards to provide thoughtful reporting and analysis as needed that drive program decision making.
- Additional duties and responsibilities may apply.
Skills Required and Physical Demands: - 5 years of relevant experience in transportation demand management, customer service, or hospitality
- Experience with Project Management in cross functional environments
- Ability to set goals and a proven ability to achieve job performance metrics
- Excellent written and oral communication, interpersonal, and presentation skills
- Excellent organization and time management/multi-tasking skills (comfortable in an ambiguous and fast-paced environment, operating at both strategic and tactical levels)
- Ability to master and effectively use various technology platforms
- Experience with Microsoft Office Suite, Tableau, and Forms for Survey Generation
- Passion for alternative modes of transportation is a plus!
Education and Qualifications: Hard Requirements: ADA Paratransit Experience: Minimum of three (3) years of experience serving as a senior manager of an ADA paratransit service comparable in size and complexity to the Fresno Handy Ride service, including experience working with organized labor groups.Scheduling and Dispatch: Minimum of five (5) years of experience in ADA paratransit scheduling and dispatch operations, including experience using Trapeze Passenger Scheduling software or an equivalent scheduling platform.ADA Compliance Knowledge: Strong knowledge of ADA requirements and demonstrated understanding of ADA compliance practices, including experience with compliance approaches used by other public transportation agencies.Bachelor's degree preferred in Marketing, Communications, Business, Transportation, Public Administration, or another related field.We OfferPhysical Health
- Exceptional Medical, Dental, Vision, and Life Insurance benefits
Financial Health
- Competitive compensation packages (bonus eligible)
- 401(k) with 4% employer match
- Financial Wellness Tool
- Commuter Benefits
Emotional Health
- Employee Assistance Program (EAP)
- Unlimited PTO
- Paid holidays
- Pet & Legal Insurance
Personal Development
- On-the-job training and skills development
- Internal transfer opportunities for career growth
*Benefits vary by position and location
