National Express 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 Lisle, 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. Learn more at nellc.com.
Responsibilities
Developing relationships with customer base and ensuring General Managers have significant customer relationships throughout their area
Understanding the customer contracts and compliance needs
Ensuring the area is meeting all contract responsibilities
Ensuring the area has a business plan and budget
Reading financial statements for the area, analyzing them, and developing action plans
Ensuring the General Managers know how to read relevant financial statements and can develop appropriate improvement plans
Tracking area and CSC results, defining trends, and anticipating impacts
Identifying customer trends and defining the behavior of competitors in the region
Identifying growth opportunities in the division and developing strategies for contract negotiations
Translating customer/competitor/industry trends for the regional team
Ensuring an Employee Relations plan is in place and executed
Ensuring that internal talent pool within the area is identified and developed
Ensuring company's process, policy, and initiatives are understood and being followed
Ensuring business tools are being utilized
Ensuring GM's have coaching plans and coaching notes for the members of the Customer Service Center staff
Ensuring GM's and staff attend workshops, seminars, and learning events
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
$140,000 salary, plus bonus
Qualifications
Qualifications:
Bachelor's Degree or equivalent preferred
5 + years operations experience required
3-5 years management experience with demonstrated ability to coach and develop employees and improve performance
Demonstrated progressive experience within an organization; managing multiple sites a plus
Service industry experience preferred
Desire to coach and mentor others
Experience managing budgets and analyzing financial performance
Ability to accurately forecast weekly, monthly, quarterly, and annual revenue streams
Strong customer service orientation
Excellent consultation, advisory and influencing skills to provide advice and guidance on a broad range of issues
Demonstrated leadership skills and the ability to delegate necessary responsibilities involved in managing a large workforce operation
Strong working knowledge of MS Office Software (Outlook, Word, Excel, PowerPoint); working knowledge of Accounting Software and Oracle preferred
Excellent verbal, written, presentation, and interpersonal skills
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. 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.
National Express 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. National Express is committed to promoting the protection and safeguarding of all children and passengers.
At National Express 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.
National Express LLC's independent subsidiaries and affiliates are an equal employment opportunity (EEO) employer.