General Manager II

Durham School Services; Baltimore (MD); On-site; USD 110,000 - 125,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

PTO accrual

Retirement savings plan

Job summary

Durham School Services in Baltimore, Maryland, is looking for an experienced leader to manage the Customer Service Center (CSC). This role requires a proven track record of supervisory experience and a strong commitment to customer satisfaction and safety.

The ideal candidate will develop operating plans, manage staff, and build strong community and customer relationships while aligning with company goals. A comprehensive benefits package is offered, including medical and retirement plans.

Qualifications

• Minimum of 3 years of supervisory experience with P&L oversight.
• Proven ability to meet service delivery expectations.
• Knowledge of leadership and management practices.

Responsibilities

• Deliver overall performance and results for the CSC.
• Collaborate with company leaders on business goals.
• Communicate company values and objectives to staff.

Skills

Supervisory experience

Customer service best practices

Bi-lingual abilities

Risk assessment knowledge

Contract administration principles

Education

Bachelor’s degree in business administration, management, or related field

MBA preferred

Job description

Summit School Services companies share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. Our corporate headquarters, located in Warrenville, Illinois, houses the administrative and corporate support functions for the organization. Our 250+ local customer service centers (CSCs) are supported by regional operations teams located throughout North America.

Responsibilities

• Delivers overall performance and results for the CSC.
• Collaborates with company leaders to understand overall business goals and creates a CSC operating plan to support these objectives.
• Ensures the CSC is a "customer-centric" team that is focused on building strong and effective partnerships.
• Develops CSC plans and priorities to address resource and operational challenges as guided by the Regional Manager and company standard operating procedures and policies.
• Communicates company values, strategies and objectives in an effort to share information and while encouraging feedback and input.
• Review budgets and develop the annual operating plan business review.
• Develop short and long-range business plans to increase incremental business, revenues and margins.
• Directs, coaches and develops CSC staff including Operations Supervisor, Dispatcher, Router, Office Administrator, Driver Maintenance, Charter Coordinator and Safety Supervisor to obtain the required skills and abilities to act independently in their job assignments.
• Builds company image by collaborating with customers, government, community organizations, and employees while demonstrating strong and ethical business practices.
• Creates a culture of safety while providing a high quality of service.
• Identifies key safety issues affecting the safety of passengers and employees and takes corrective action to resolve these concerns.
• Meets regularly with school district administrators to review service quality and performance.
• Enhances and builds on current customer relationships to ensure customer retention.
• Works with Regional Vice President and Marketing & Sales department in gathering data and assisting in the sales process in pursuit of new business.
• Exhibits the highest ethical best practices and personal integrity; Shares concerns about suspicious or inappropriate behavior with their supervisor or manager.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in business administration, management or related field or 10 years of comparable experience; MBA preferred.
• At least 3 years of supervisory experience and P&L oversight.
• Proven ability to meet service delivery expectations including customer and safety.
• Bi-lingual abilities a plus.
• Knowledge of risk assessment to resolve customer issues which do not expose the Company to unnecessary risk.
• Knowledge of the companies, service promise, services, capabilities, policies, procedures and practices to effectively manage CSC personnel.
• Knowledge of customer service best practices to build strong customer relationships.
• Knowledge of contract administration principles and practices to develop contractual agreements and/or Requests for Proposal documents.
• Knowledge of leadership and management practices and techniques.

The salary range is $110k-$125k annually.

We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan.

Summit School Services has a zero-tolerance policy on conduct that is incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. Summit School Services is committed to promoting the protection and safeguarding of all children and passengers.

At Summit School Services our goal is to be a diverse workforce that is representative of the communities we serve. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

Summit School Services LLC’s independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer.

The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.