Operations Manager
2 months ago
The Operations Manager is responsible for the overall operations of an Airport Shuttle location and is responsible for the effective and successful management of labor, productivity, quality control and safety measures as established and set for the Operations Department.
**Role and Responsibilities**
Operations
- Manage and lead transportation operations activity focused on planning and executing daily line runs to ensure adequate inventory is available based on historical and projected demand
- Responsible for achieving operations goals regarding performance, safety, service and regulatory compliance
- Manage daily dynamics by adjusting staffing and fleet on an ongoing basis to ensure seats are available; including scheduling overload vehicles and staff per corporate policy
- Analyze schedules, trends and other factors which affect service demand and coordinate with staff, including colleagues and Regional Manager for adequate resources.
- Proactively anticipate problems and initiate actions to solve regarding daily operations
- Direct company employees to safely and efficiently complete tasks per company and customer service standards
- Champion customer service through an intense focus on operational excellence, evolving in tandem with customer needs
- Oversee the management and recognize opportunities to control costs of capital expenditures that are office related and projects at the office, including fleet onboarding
- Evaluate operations business processes, fuel management, and systems; recommending and implementing change/ improvements when appropriate and approved
- Analyze statistical data to measure market share, productivity, and goal progress
- Be knowledgeable and partner with the corporate office (HR, IT, Safety, etc.) to ensure and enforce compliance of company policies and procedures, contractual obligations, safety rules and government regulations
- Liaises with airport authorities and various airport vendors
- Maintain applicable professional associations and report on relevant industry factors
- Responsible for assignment of work performed by outside vendors
- Oversee reporting of daily paperwork to corporate office, including KPIs, daily revenue reporting, HR paperwork, payables, receivables and bank deposits
- Maintain and protect the proper use of all company property
Safety
- Maintain knowledge, awareness and compliance of all DOT and other appropriate government laws regarding transportation
- Execute Company's safety programs, including appropriate accident procedures, conducting safety meetings, DOT compliance, maintaining a safe work environment and ensuring state and federal mandated random drug & alcohol testing.
- Monitor road conditions/weather/accidents on major routes and re-route possibilities; coordinate with other managers and regional manager, if safety concerns exist due to weather
- Maintain vehicle asset tracking systems to ensure that all vehicle maintenance schedules and repairs are accomplished in a timely manner
- Ensure that vehicle safety, cleanliness and marketing appearance standards are maintained
Leadership
- Interview, hire, orient and train new employees, while adhering to company’s hiring guidelines and standards
- Monitor and conduct required training at office
- Proactively monitors employee efficiency and turnover, while fostering driver tenure to reduce turnover; anticipating staffing needs
- Define staff goals and objectives to develop staff, including the Assistant Manager, and maximize potential
- Evaluates performance of team, providing timely coaching, using both corporate safety and customer rating systems
- Works closely with HR to onboard and coach employees, resolve employee grievances, address all leave requests, review all terminations and address all FMLA occurrences
- Delegate appropriate duties to staff
- Other duties as required
**Job Requirements**:
**Qualifications and Education Requirements**
- Bachelor's degree, or equivalent experience
- 4 - 5 years previous customer service or dealing with the public experience in transportation, logistics or a similar industry; or at least 4 years' experience with Groome Transportation, several of those as an Assistant Manager
- 2+ years management experience
- Knowledge of DOT and safety regulations
- Ability to interact with professionally with internal and external customers on all levels and be able to work with diverse populations
- Must be able to demonstrate poise, tact, diplomacy and possess good judgement and discretion, maintain appropriate confidentiality
- Must possess the ability to lead and motivate employees
- Excellent communication skills both written and oral
- Detail oriented, well organized, and possess effective time management skills
- Experience learning and effectively using scheduling and reservation software systems
- Basic knowledge of both financial/accounting principles and Human resource management principles
- Travel requirement
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