Operations Manager Bay Area (Fremont CA)

Operations Manager

Hallcon is a mobility and infrastructure services company focused on turnkey solutions for clients such as technology companies, manufacturers, railroads, universities, corporate business parks, hospitals, airports, public transportation agencies and more.

The Company provides essential transportation services including multi-mode operations, integrated command centers, electric vehicle (EV) infrastructure, technology, analytics and business intelligence, maintenance, cleaning, and rider experience measurement. For more information, visit hallcon.com.

The Operations Manager reports directly to the General Manager (GM). This position helps the GM manage the day-to-day operations as part of the employee transportation program for our client at the San Francisco International Airport.

The Operations Manager is primarily responsible for the management of the employee workforce including but not limited to timekeeping, drafting and issuing disciplinary action, and administrative and operational training and oversight.

The Operations Manager will assist the GM in maintaining an effective working relationship with the client, the employees, multiple unions and other vendors.

Operational responsibilities include meeting or exceeding all client expectations, managing performance to the elements of the Scope of Work (SOW) and Service Level Agreements (SLA) applicable to the Operations Manager's position. Ensure all routes / runs are performed in a timely manner, and that drivers have updated information on runs / routes to be covered, with turn-by-turn documentation. Drivers should be fully aware of factors that may cause delays when operating a new route. Be aware of all schedules and routes; oversee coverage, uncovered routes due to absences, or shifts not covered. Make sure alternatives are in place to respond to call outs, vehicle breakdowns, traffic conditions, etc.

Create and manage an effective driver team : Maintain a proficient extra board driving team to cover the assigned routes as necessary. Make sure that drivers are compliant with all client and Hallcon requirements for performance, conduct, timeliness, and attire. Must work very closely with Dispatch. Obtain latest information on driver and / or route coverage issues or other impacting transit delays. Must also be able to cover dispatch in instances of callouts. Monitor passenger complaints and service issues and report those issues to GM. Answer all email and phone inquiries in a timely and accurate manner.

Ensure safety and compliance, working with the Safety Manager. Make sure all operational activities are conducted safely, in compliance with all applicable Federal, State and Local laws and regulations, and in accordance to Hallcon policies and guidelines. Making sure that all safety-related information (accidents, incidents) is reported to the Client, and Safety Manager, in a timely manner.

Be a motivational leader. Make sure that the drivers have an opportunity to share their views on a routine basis. Communicate driver's views and questions to the ADO and the Hallcon Senior Leadership Team without filter or prejudice. Be empathetic to driver's views; follow up on all driver issues in a timely manner. Keep your commitments to drivers. Control absenteeism and tardiness by consistently administering the attendance policy.

Promote passenger satisfaction. Monitor, and act upon, passenger complaints and service issues. Make sure that service alerts and notifications are generated and distributed promptly. Must make sure that drivers handle all passenger interactions in a courteous and professional manner.

Manage documentation and reports. This includes elements the Daily Activity Report (DAR), Ridership Report, and Accident & Incident Log. Upon the direction of the GM, generate other client-specific data or QBR related statistics. Designate and oversee personnel responsible for the creation and communication of daily KFI reports. And any other requested data / analytics collection and finalized reports.

Collaborate with GM to foster a relationship with union business agents and participate in union activities including, Contract Negotiations, Grievance, and assist in the preparation and implementation of shift and vacation bids.

Work with GM and Human Resources to forecast recruiting needs for employees. Maintain a file (electronic or hard copy) for all employees; add performance data with date and time, to aid in awarding incentives, performance reviews, corrective or disciplinary actions. Engage team members and promote job satisfaction. Make sure employees get the rest and meal periods as required by law.

Other duties as assigned

Education / Experience / Requirements include a minimum of 2 years of experience in managing customer service and in promoting and enhancing client relations. Must have a minimum of 5 years' management experience in transportation / logistics including managing a large (50+) driver team. Requires experience with FMCS regulations as prescribed by the US Department of Transportation. Must be able to work flexible hours as required, including weekends. Must have the ability to manage multiple priorities. Must have excellent communications skills in English, including written communications and presentations. Ability to learn specialized programs (GPS-based systems, operation of security cameras, plug-in regenerative units, vehicle and driver database management program, generate reports on ridership counts, trends, etc. Must have intermediate computer skills and have experience with Microsoft Office. Must set an example as a leader. This includes work ethics, work hours, attire, attitude, interpersonal communications, timeliness and integrity.

We offer competitive compensation, comprehensive benefits, exceptional growth potential and stability, all within a casual and professional work environment. Hallcon is an equal opportunity employer and welcomes applications from all qualified individuals. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.