General Manager II

About the Role

Delivers overall performance and results for the Customer Service Center (CSC) at Durham School Services, a Summit School Services company. This role collaborates with company leaders to align CSC operations with business goals, ensures customer-centric service, and drives safety and quality across a local service center.

Responsibilities

• Collaborate with company leaders to understand business goals and create a CSC operating plan to support objectives.
• Ensure the CSC is customer-centric, building strong partnerships with clients and stakeholders.
• Develop CSC plans and priorities to address resource and operational challenges, guided by the Regional Manager and company policies.
• Communicate company values, strategies, and objectives while encouraging feedback and input from the team.
• Review budgets and develop the annual operating plan and business review.
• Create short and long-range business plans to increase incremental business, revenues, and margins.
• Direct, coach, and develop CSC staff, including Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator, and Safety Supervisor.
• Build company image through collaboration with customers, government, community organizations, and employees, demonstrating ethical business practices.
• Foster a culture of safety and high-quality service.
• Identify and resolve key safety issues affecting passengers and employees.
• Meet regularly with school district administrators to review service quality and performance.
• Enhance and build customer relationships to ensure retention.
• Work with the Regional Vice President and Marketing & Sales department to gather data and assist in pursuing new business.
• Exhibit high ethical standards and personal integrity; report concerns about suspicious or inappropriate behavior.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in business administration, management, or a related field, or 10 years of comparable experience; MBA preferred.
• At least 3 years of supervisory experience with P&L oversight.
• Proven ability to meet service delivery expectations, including customer service and safety standards.
• Bilingual abilities are a plus.
• Knowledge of risk assessment to resolve customer issues without exposing the company to unnecessary risk.
• Familiarity with the company’s service promise, policies, procedures, and practices to effectively manage CSC personnel.
• Knowledge of customer service best practices to build strong customer relationships.
• Understanding of contract administration principles and practices to develop contractual agreements or Requests for Proposal documents.
• Strong leadership and management skills.

Benefits

• Medical, dental, and vision coverage.
• Basic life insurance.
• Holiday pay and PTO accrual.
• Retirement savings plan enrollment.

Pay

$100,000 - $120,000 annually.