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Global, Local, Total
National Express Transit (NEXT) is a rapidly growing provider of transit, paratransit, and shuttle services for transit authorities, municipalities and other clients across the country. NEXT is the US-based public transportation division of UK-based National Express Group, providers of nearly one billion safe journeys each year. We are currently seeking an Operations Manager for our Customer Service Center (CSC) in Vallejo, CA.

Responsibilities:

• Provides overall CSC operational leadership by directing transportation services, driver training and vehicle maintenance programs to support the operating plan and overall business goals.

• Provides staff leadership by promoting and ensuring safe, efficient and effective operations

• Monitors staff training requirements and ensure all employees obtain the required skills and abilities to perform their job assignments.

• Sets performance expectations, coaches and counsels all direct reports in an effort to meet operational expectations; administers employee discipline as necessary.

• Ensure overall compliance with Company policies and/or processes. Escalate violations of policy and procedures with General Manager and/or Corporate personnel.

• Oversees compliance with state and federal regulations

• Attends meetings with customers and represents company in professional manner

• Prepares and submits required customer-related reports in a timely manner.

• Documents and manages customer or employee complaints and review customer survey data

• Responsible for knowledge of CSC contracts and accompanying operational requirements.

• Collects and audits employees' time sheets.

• Manages direct and indirect hours to ensure budget requirements are met and collects and audits employees' time sheets as needed.

• Examines and reviews the daily exception report.

• Approves all expenditures in accord with company guidelines.

• Ensures the effective utilization of vehicles.

• Oversees the optimization of vehicle routing

Qualifications

• High School diploma or equivalent. Some college preferred.

• 5+ years’ work experience required, with 3 years in ground transportation industry preferred; this can be waived with a minimum of 1-year supervisory experience. College education can be substituted for up to 2 years required work experience.

• Supervisory experience preferred; specifically experience supervising/training a driver workforce

• Strong working knowledge of MS Office Software (Word, Excel, Outlook, PowerPoint, etc.) and transportation related software

• Strong leadership skills and interpersonal skills

• Strong organizational and group presentation skills

• Well-developed multi-tasking and time management skills

• Possess a valid Commercial Driver’s License with appropriate endorsements

• Bilingual abilities a plus

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