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

About the Role

Inspirational and motivational leader who works well as part of a team, possesses excellent communication, interpersonal, and decision-making skills. Must be fluent in English with strong written and verbal communication abilities, customer-focused, and able to inspire a team with commitment and enthusiasm. Requires structured and analytical problem-solving skills, along with experience dealing with clients and stakeholders such as emergency services providers.

Key Accountabilities

• Customer Satisfaction
  • Accountable for the organization’s overall customer experience.
  • Implement, monitor, and maintain customer-centric processes (passenger information, passenger experience, and passenger feedback) using Keolis’ best practices to ensure continuous improvement.
  • Lead a customer-oriented culture where all staff ‘think like a passenger.’
  • Ensure 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.
• Employee Engagement
  • Set the tone of leadership by implementing Keolis management principles.
  • Foster an engaging culture where individuals work to their full potential in alignment with business objectives.
  • Lead the senior management team to create a positive, collaborative, and team-oriented environment.
  • Build the talent pool to ensure future capability for delivering the organizational business plan.
  • Union Relationship
    • Understand and monitor compliance with the ratified Collective Bargaining Agreement (CBA).
    • Plan and lead CBA negotiations.
    • Manage union relationships to enable productive, win-win outcomes.
  • Drive improvements in employee-related KPIs, including turnover, unplanned absenteeism, and driver headcount.
  • Increase employee survey participation and deliver local action plans to improve employee experience and engagement.
• Economic Performance
  • Accountable for economic performance, including budget setting, monitoring, and corrective actions to meet objectives.
  • Deliver financial requirements for accounts payable, client billing, payroll, and monthly analysis/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:
    • Improve key revenue streams, such as liquidated damages and delivery of revenue hours/mileage.
    • Strengthen the link between labor performance and financial performance without compromising safety, operational performance, or employee engagement.
    • Explore and deliver procurement initiatives.
    • Monitor and improve organizational claims management for best value within safety performance.
  • Improve financial performance sustainably.
• Client and External Relationships
  • Accountable for the quality of the relationship with the client.
  • Implement contract governance for best-practice contract management.
  • Manage the contract with thorough reviews of contractual compliance and address gaps, including actions from annual audits.
  • Identify opportunities to improve contract delivery within shareholder expectations for win-win outcomes.
  • Monitor and assure the quality of stakeholder relationships.
  • Ensure the organization remains sensitive to key stakeholders (e.g., associations, user associations) to become a respected contributor to regional growth.
  • Attend client board meetings and report key messages internally.
• Growth and Commercial Development
  • 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

• Management experience.
• Excellent communication, interpersonal, and decision-making skills.
• Fluency in English with strong written and verbal communication abilities.
• Customer-focused mindset with the ability to inspire a team.
• Structured and analytical problem-solving skills.
• Experience dealing with clients and stakeholders, including emergency services providers.

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.