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Operations Account Manager
Summary:
The Operations Account Manager supports contracted transportation accounts by ensuring safe, compliant, and efficient shuttle operations. This role partners closely with Operations leadership to manage daily service execution, staffing, client relations, reporting, and continuous improvement while upholding company standards and culture.
Key Responsibilities:
Coordinate daily shuttle operations, monitoring schedules, delays, incidents, and service performance.
Partner with Operations leadership, dispatch, and sales to plan staffing, driver schedules, and review orders for accuracy.
Ensure accurate payroll, invoicing, and monthly client reporting.
Maintain staffing levels, initiate recruiting as needed, and conduct performance evaluations.
Respond to and document incidents, accidents, injuries, and client concerns; conduct investigations and corrective actions.
Participate in client meetings and Quarterly Business Reviews (QBRs).
Communicate driver schedules and prepare trip documentation (trip sheets, maps, itineraries).
Conduct fleet audits, report vehicle issues, and coordinate maintenance.
Document operational activity, passenger counts, and compliance with policies and regulations.
Support process improvements and contribute to operational goals and special projects.
Ensure compliance with all safety standards, company policies, and government regulations.
Reporting Structure
Reports to: Director of Operations
Indirect supervision: Division President / General Manager
Qualifications:
High school diploma or equivalent required.
Minimum 3 years managing teams of 10+ employees.
Minimum 3 years of dispatch experience in the transportation industry.
Class A or B CDL with passenger endorsement and air brakes preferred.
Skills & Competencies:
Strong communication, leadership, analytical, and organizational skills.
Detail-oriented, self-motivated, and able to manage multiple priorities in a fast-paced environment.
Sound judgment, professionalism, and ability to handle sensitive situations.
Strong relationship-building and customer service focus.
Proficient in Microsoft Office, Google Workspace, GPS/dispatch systems, and mobile devices.
Strong math, documentation, and reporting skills.
The Operations Account Manager supports contracted transportation accounts by ensuring safe, compliant, and efficient shuttle operations. This role partners closely with Operations leadership to manage daily service execution, staffing, client relations, reporting, and continuous improvement while upholding company standards and culture.
Key Responsibilities:
Coordinate daily shuttle operations, monitoring schedules, delays, incidents, and service performance.
Partner with Operations leadership, dispatch, and sales to plan staffing, driver schedules, and review orders for accuracy.
Ensure accurate payroll, invoicing, and monthly client reporting.
Maintain staffing levels, initiate recruiting as needed, and conduct performance evaluations.
Respond to and document incidents, accidents, injuries, and client concerns; conduct investigations and corrective actions.
Participate in client meetings and Quarterly Business Reviews (QBRs).
Communicate driver schedules and prepare trip documentation (trip sheets, maps, itineraries).
Conduct fleet audits, report vehicle issues, and coordinate maintenance.
Document operational activity, passenger counts, and compliance with policies and regulations.
Support process improvements and contribute to operational goals and special projects.
Ensure compliance with all safety standards, company policies, and government regulations.
Reporting Structure
Reports to: Director of Operations
Indirect supervision: Division President / General Manager
Qualifications:
High school diploma or equivalent required.
Minimum 3 years managing teams of 10+ employees.
Minimum 3 years of dispatch experience in the transportation industry.
Class A or B CDL with passenger endorsement and air brakes preferred.
Skills & Competencies:
Strong communication, leadership, analytical, and organizational skills.
Detail-oriented, self-motivated, and able to manage multiple priorities in a fast-paced environment.
Sound judgment, professionalism, and ability to handle sensitive situations.
Strong relationship-building and customer service focus.
Proficient in Microsoft Office, Google Workspace, GPS/dispatch systems, and mobile devices.
Strong math, documentation, and reporting skills.
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