Company Description:

National Express Shuttle and Transit operates mobility systems that enhance peoples’ lives by transforming their daily journeys. Our strategy is to deliver transportation solutions for connected communities, campuses and workplaces based on solutions that reduce carbon emissions and traffic congestion by promoting safe and reliable shared alternatives to driving alone.

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:

• 3-5 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:

• High school diploma or GED required.

Preferred Requirements:

• 5 years of relevant experience in transportation demand management, customer service, or hospitality
• Bachelor’s degree preferred in Marketing, Communications, Business, or another related field.

EEOC

National Express is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

National Express Transit

The company is part of National Express North America, a business unit of National Express Group, a global mobility leader serving nearly 800 million bus and rail passenger journeys on four continents. With more than 4,000 employees across 37 regional customer service centers operating a fleet of 2,600 vehicles, including alternative fuel and zero emission, National Express Shuttle and Transit is uniquely positioned with unparalleled expertise, scalability and global best practices to address strong demand from public and private sector customers and evolve their mobility programs into the future. Explore our solutions and career opportunities at www.wedriveu.com and www.nationalexpresstransit.com.