National Express LLC (NELLC) is the North American subsidiary of National Express Group, PLC, one of the premier transportation firms in the United Kingdom. We operate across 34 states and three provinces. All organizations share a strong commitment to provide the highest level of transportation safety, quality transportation, outstanding customer service and positive employee relations. National Express School (NEXS) operates more than 22,500 school buses, serves more than 550 school districts in 31 states and three provinces, and transports more than 1.3 million students on a daily basis. National Express Transit (NEXT) operations transport more than 22 million passengers annually with more than 2,800 vehicles. National Express Shuttle (WeDriveU) serves more than nine million corporate and university passengers annually. NELLC's corporate headquarters, located in Lisle, Illinois, houses the administrative and corporate support functions for the organization. Our 290 local customer service centers (CSCs) are supported by regional operations teams located throughout North America. Learn more at nellc.com.
PURPOSE OF POSITION:
Responsible for delivering, assessing and overseeing continued transportation operations - ensuring excellent customer satisfaction while maximizing CSC profit. This role is directly involved in overseeing more than one of the following daily operations at the CSC: driver workforce, routing and dispatch, overall vehicle activities, customer service and overall CSC operational productivity. Requires the highest level of ethical behavior with our customers, fellow employees and communities we serve.
LEADERSHIP:
Provides overall CSC operational leadership by directing student transportation services, driver training and vehicle maintenance programs to support the operating plan and overall business goals.
Provides staff leadership by promoting and ensuring safe, efficient and effective operations
Monitors staff training requirements and ensure all employees obtain the required skills and abilities to perform their job assignments.
Sets performance expectations, coaches and counsels all direct reports in an effort to meet operational expectations; administers employee discipline as necessary.
Ensure overall compliance with Company policies and/or processes. Escalate violations of policy and procedures with General Manager and/or Corporate personnel.
Oversees compliance with state and district regulations
FINANCIAL:
Assist General Manager in preparation of the Annual Operating Plan and subsequent analysis of variance.
Administers operational budget by ensuring resources, supplies and equipment are managed within limits.
Collect and audit employees' time sheets.
Manage direct and indirect hours to ensure budget requirements are met
Examine and review the daily exception report.
Approve all expenditures in accord with company guidelines.
Ensure the effective utilization of vehicles.
Oversee the optimization of vehicle routing
CUSTOMER RELATIONS:
Responsible for knowledge of CSC contracts and accompanying operational requirements.
Monitors on-time performance and take corrective action when there are performance gaps.
Prepare and submit required customer-related reports in a timely manner.
Document and manage customer or employee complaints and review customer survey data and metrics and address operational gaps
Work with team to identify opportunities for improvement
Create reports for internal teams and/or external customer
Collaborate with team members to collect and analyze data
Use graphs, infographics and other methods to visualize data
Establish KPIs to measure the effectiveness for district
Structure large data sets to find usable information
Work with management and other associates to process information
Create presentations and reports based on recommendations and findings
Coding skills in languages
Analytical and problem-solving skills
Experience with statistical software
Knowledge of data gathering, cleaning and transforming techniques
Proficiency in Microsoft Excel
Ability to set and meet deadlines
Ability to work in high-pressure situations
Experience with statistical software
Technical writing skills
Excellent attention to detail
Strong written/verbal communication skills
Ability to QA and troubleshoot data
Work with team to identify opportunities for improvement
Filter and "clean" data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems
Aquiring data from primary or secondary data sources and maintaining databases
Qualifications
Requirements:
High School diploma or equivalent. Some college preferred.
5 years work experience required, with 3 years in ground transportation industry preferred; this can be waived with a minimum of 1-year supervisory experience. College education can be substituted for up to 2 years required work experience.
Possess a valid Commercial Driver's License with appropriate endorsements
Bi-lingual abilities a plus
Job: Operations Field
Primary Location: United States-Michigan-Plymouth-Plymouth, MI (Office)
