Charter & Activities Operations Manager

The role of a Charter & Activities Operations Manager involves overseeing and managing the logistics and operations of charters, events, and activities for transportation services. Their primary responsibilities revolve around coordinating the movement of passengers for various purposes, such as events, tours, corporate travel, or specialized transportation needs. This position reports to the Director of Charter Operations.

Coordination and Planning:

• Manage the day-to-day transportation services for activities & commercial charter customers, including driver & vehicle assignment.

• Build Trip itineraries in BusHive for field trips (activities), considering factors like distance, timing, and size of the group.

• Collaborate with clients to understand emergent needs and preferences, ensuring a highly satisfied experience.

• Collaborate with local operations teams when scheduling and invoicing.

Compliance and Documentation:

• Collaborate with Safety and Training to ensure compliance with transportation regulations, safety standards, and legal requirements.

Communication and Customer Service:

• Serve as the primary point of contact for clients, addressing inquiries and concerns.

• Provide excellent customer service by offering assistance, information, and support before, during, and after transportation services.

• Practice active empathy and listening skills and ensure clients understand and concerns they may have.

• Meet in person with clients as requested.

• Visit clients at sites as appropriate.

Problem Solving and Adaptability:

• Provide escalation support and engage with the customer directly as required to maintain customer’s experience and satisfaction.

• Adapt quickly to dynamic situations, adjusting plans as needed to ensure a smooth transportation experience.

• Review performance reporting and take action to meet or exceed performance targets.

• Hire, train, and coach employees within the charter department

• Provide feedback to employees including praise and discipline if necessary.

Administration:

• Maintain records of transportation services, including bookings, schedules, driver hours and client information.

• Generate reports on performance, usage, and customer feedback and analyze data for evaluation and improvement.

• Attend/schedule/facilitate meetings as required to support operations.

• Submit invoices and process payments.

• Monitor time & attendance. Process required payroll & gratuities.

Continuous Improvement:

• Identify opportunities for process improvements, better service delivery, and increased efficiency.

• Implement strategies to enhance the overall quality of transportation services provided.

Sales Development

• Contact/respond to potential customers to develop new business.

• Manage new and current business to achieve assigned growth and revenue targets.

• Provides input to sales & marketing effort based on local knowledge and strategy.

• Execute strategies to maximize revenue and market share in various channels.

Skills and Qualifications:

• Strong organizational and multitasking abilities.

• Demonstrated proficiency with Microsoft Office Applications: (Excel, Word, PPT…)

• Excellent written and verbal communication and interpersonal skills.

• Knowledge of transportation regulations and safety standards.

• Proficiency in logistics and coordination.

• Problem-solving and adaptability in dynamic environments.

• Ability to work in a fast-paced environment with tight deadlines.

• Embrace conflict and be comfortable with having difficult conversations.

• Attention to detail and ability to maintain records accurately.

• Proficiency in relevant software and tools for scheduling and documentation.

• Must be able to work a flexible schedule including Monday – Friday and weekend days as needed.

• Previous management and customer service experience preferred.

• Other miscellaneous duties as assigned.

This role requires someone who is adept at managing multiple tasks simultaneously, communicating effectively with various stakeholders, and ensuring a seamless transportation experience for clients.