City Manager

Summary

Oversees the overall customer experience and day-to-day operations to include On-Time-Performance. Ensures customer satisfaction with all touch points within the terminal and employee/ customer interaction.  Responsible for effective employee/labor relations. Compliance with audit and budget key performance indicators.

Major Responsibilities:

• Selects, trains and mentors all managers and supervisors.  Ensures that all personnel have been trained and/or retrained according to customer interaction and operation standards and state and federal regulations
• Selects, trains and mentors the driver workforce.  Ensures all personal have been trained and/or retrained according to operational procedures.  Follows up with new drivers at regular scheduled intervals on their performance.  Has face to face contact with all drivers at their domicile a minimum of once a month. 
• Ensures and maintains highest level of customer experience.  Resolves escalated Customer complaints.
• Ensures that company standards are met for all employees in the areas of appearance, training, education and regulatory compliance
• Ensures compliance with Safety and environmental standards, including appropriate attendance of safety and risk reduction meetings, handling of injury investigations.  Ensures adherence to all DOT and FMCSA regulations.
• Ensures sound cash control and maintains GLI field accounting standards.  Develops budget and manages operating expenses within the budget.
• Develops initiatives to increase sales.  Performs analysis and makes recommendations to ensure competitive advantage from a marketing, customer service and human perspective.
• Provides employee development by providing ongoing feedback to employees concerning strengths and areas of needed improvement through the use of DriveCam and customer feedback.  May recommend supplemental training programs.
• Basic understanding of federal, state and local labor laws.  Work closely with local HR to address all levels of harassment complaints and assist in investigating thoroughly all allegations of harassment
• Works with staff to ensure good labor relations are maintained.  Includes working with Assistant Business Agents and Shop Stewards as well as handling 3^rd level grievance resolutions.  Ensure the following of the CBA
• Actively engages the community as the company standard-bearer.
• Other projects or tasks as assigned
  

Work Experience: 

• Hospitality or Customer Service (3 plus years).
• Supervisor/Management experience (3 plus years)
• Human Resources experience a plus
• Planning and analysis (3 plus years).
• Budget responsibility (3 plus years).
• Safety responsibility (3 plus years)

Skills: 

• Passion for customer service ability to create innovative solutions to keep customers committed to the brand. (required),
• Safety and Workers Compensation (required)
• Labor relations and CBAs (required)
• Training, Motivation,
• Interpersonal (required),
• Analytical (required).
• Ability to exercise considerable diplomacy, judgment and discretion in establishing and maintaining good working relationships and discretion with the company, union officials and other governing agencies.
• Ability to analyze statistical information and make decisions.
• Must be able to effectively communicate both verbally and written, and exercise active listening skills