Los Angeles, CA (3 Opportunities) - Customer Relations Manager, Call Center Manager, & Risk Manager (Transit)

Location: Los Angeles, CA

About the Role

This position combines leadership in customer relations, call center management, and risk management within the transit sector. The ideal candidate will be an inspirational and motivational leader who thrives in a team environment, with a strong focus on customer satisfaction, employee engagement, economic performance, and client relationships.

Responsibilities

• Accountable for the organization’s overall customer experience, implementing, monitoring, and maintaining customer-centric processes (passenger information, experience, and feedback).
• Lead a customer-oriented culture where all staff "think like a passenger" and ensure continuous improvement in every customer interaction.
• Oversee the investigation, response, and procedure improvements related to customer comments.
• Support a network-wide customer satisfaction approach through inter-modality collaboration with the client and other operators.
• Set the tone of leadership by implementing Keolis management principles and fostering an engaging culture where employees work to their full potential.
• Lead the senior management team in a positive, collaborative, and team-oriented environment.
• Build the talent pool to ensure future capability in delivering the organizational business plan.
• Manage the union relationship, including compliance with the ratified CBA, planning and leading CBA negotiations, and fostering productive union relationships.
• Drive improvements in employee-related KPIs, such as employee turnover, unplanned absenteeism, and driver headcount.
• Increase employee survey participation and deliver local action plans to improve employee experience and engagement.
• Accountable for economic performance, including budget setting, monitoring, and corrective actions to meet objectives.
• Deliver financial requirements for account payable, client billing, payroll, and monthly analysis and reporting in a timely and accurate manner.
• Monitor and manage organizational costs to ensure delivery against the authorized budget.
• Drive financial improvement across key performance drivers, including revenue streams (e.g., liquidated damages, revenue hours/mileage) and labor performance.
• Ensure alignment between operational decisions and financial performance without compromising safety, operational performance, or employee engagement.
• Explore procurement initiatives and monitor organizational claims management for best value.
• Improve the financial performance of the business sustainably.
• Accountable for the quality of the relationship with the client and contract governance.
• Manage the contract with thorough review of contractual compliance and address any gaps, including actions from the annual contractual audit.
• Identify opportunities to improve contract delivery within shareholder expectations for win-win outcomes.
• Monitor and assure the quality of stakeholder relationships for the organization.
• Ensure the organization remains sensitive to key stakeholders (e.g., associations, user groups) and contributes to regional growth and prosperity.
• Attend client board meetings and report key messages to internal contacts.
• Represent Keolis to local public transport agencies and private entities to build market reputation.
• Identify local market opportunities to grow Keolis contracts and add complementary revenue streams.
• Scan the local market for future development opportunities and recommend potential targets.

Requirements

• Inspirational and motivational leadership skills.
• Ability to work well as part of a team.
• Excellent communication, interpersonal, and decision-making skills.
• Fluency in English with strong written and verbal communication skills.
• Customer-focused mindset with the ability to inspire commitment and enthusiasm in your team.
• Ability to identify and solve problems in a structured and analytical way.
• Experience dealing with clients and various stakeholders, such as emergency services providers.
• Management experience.

Additional Information

• Employment is contingent upon passing a pre-employment drug and alcohol screen, as well as a favorable background check.
• For safety-sensitive positions, a physical examination may be required.
• Safety is a core value at Keolis, ensuring the well-being of employees, customers, and communities.
• Keolis is committed to minimizing the environmental impact of its operations.