General Manager I

$85,000 - $95,000/Yr

National Express Corporation - Odenton, MD

Full-time - Mid Level

Odenton, MD

101-250 employees

Truck Transportation

About the position

The General Manager I at National Express is responsible for overseeing the overall performance and results of the Customer Service Center (CSC) in Odenton, Maryland. This role involves collaborating with company leaders to align the CSC's operations with business goals, ensuring a customer-centric approach, and developing plans to address operational challenges. The General Manager will also focus on building strong relationships with customers and community organizations while promoting a culture of safety and high-quality service.

Responsibilities

• Delivers overall performance and results for the CSC.
• Collaborates with company leaders to understand overall business goals and creates a CSC operating plan to support these objectives.
• Ensures the CSC is a 'customer-centric' team that is focused on building strong and effective partnerships.
• Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company standard operating procedures and policies.
• Communicates company values, strategies and objectives in an effort to share information and while encouraging feedback and input.
• Reviews budgets and develops the annual operating plan business review.
• Develops short and long-range business plans to increase incremental business, revenues and margins.
• Directs, coaches and develops CSC staff including Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator and Safety Supervisor to obtain the required skills and abilities to act independently in their job assignments.
• Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating strong and ethical business practices.
• Creates a culture of safety while providing a high quality of service.
• Identifies key safety issues affecting the safety of passengers and employees and takes corrective action to resolve these concerns.
• Meets regularly with school district administrators to review service quality and performance.
• Enhances and builds on current customer relationships to ensure customer retention.
• Works with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business.
• Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager.
• Other duties as assigned.

Requirements

• Bachelor's degree in business administration, management or related field or 10-12 years of comparable experience; MBA preferred
• At least 3 years of supervisory experience and P&L oversight
• Proven ability to meet service delivery expectations including customer and safety
• Ability to travel up to 10%
• Bi-lingual abilities a plus
• Knowledge of risk assessment to resolve customer issues which do not expose the Company to unnecessary risk.
• Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices to effectively manage CSC personnel.
• Knowledge of customer service best practices to build strong customer relationships.
• Knowledge of contract administration principles and practices to develop contractual agreements and/or Requests for Proposal documents.
• Knowledge of leadership and management practices and techniques.

Nice-to-haves

• Bi-lingual abilities a plus

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Basic life insurance coverage
• Holiday pay
• PTO accrual
• Retirement savings plan