City Manager - Boston, MA

At Greyhound, we relate our success directly to the strength of our management team. To continue operating at our high standards, we’re seeking a City Manager who’s a born leader. This person should have experience of overseeing business operations as well as human resources, customer service and communications. The ideal candidate will be an expert communicator who has a strong ability to delegate responsibility and collaborate across a range of departments. The City Manager should be driven by a desire to lead our business to maximum productivity and efficiency.

 Summary

The City Manager will develop strategic plans for optimized performance. Review operational effectiveness by overseeing employees, establishing a highly motivational work environment, and implementing changes. Adhere to company standards for excellence and quality. Provide guidance and feedback to employees strengthen specific knowledge and skills.

Major Responsibilities:

• Oversees the day-to-day operations and ensures performance goals are completed.
• Recruits’ trains and mentors high performing employees and ensures all personnel have been trained in accordance with customer interaction and operation standards, including state and federal regulations.
• Recruits’ trains and mentors the driver workforce.  Ensures all personnel 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 the 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.
• Develops budget and manages operating expenses within that budget.
• Provides driver development by providing ongoing feedback to employees concerning strengths and areas of needed improvement.
• Work closely with HR to address, investigate, and resolve all levels of harassment allegations and complaints.
• Basic understanding of federal, state, and local labor laws. 
• 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.
• Must be able to work nights, weekends, and holidays.

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.