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:
- 5-10 years of relevant experience in transportation demand management, customer service, or hospitality
- Bachelor's degree preferred in Marketing, Communications, Business, 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
