Job Description

Highlights

• Must have Class B License
• Must have a passenger endorsement and medical certificate
• 8+ years of experience in a management role, preferably with shuttle/transportation operations.

The Spirit of the Position:

The General Manager of Shuttle Operations at DFW Airport reports to the Director of DFW Bussing Operations. This role provides complete oversight of shuttle operations, ensuring professional management and shuttle services 24/7. As part of LAZ Parking’s people-focused culture, the General Manager will lead, support, and develop the team, promoting programs and initiatives that improve shuttle services while ensuring a smooth operation. The role includes oversight of an Assistant GM, Operations Managers, Field Supervisors, Dispatchers, Drivers and Attendants.

Principal Job Duties:

Shuttle Operations:

• Lead, direct, and develop a large team of employees, including 8 managers, 8 supervisors, dispatchers, drivers and customer service representatives.
• Manage and support by providing guidance, mentorship, and accountability in achieving operational excellence.
• Organize, implement, and maintain shuttle services, ensuring adherence to service-level agreements and client expectations.
• Oversee daily, weekly, and monthly Shuttle financials, reports, and operational reviews.
• Ensure revenue is maximized and customer satisfaction is high.
• Collaborate closely with the Airport Manager to ensure the success of all projects and initiatives through strategic planning and coordination with the Shuttle team and airport client.

Shuttle Operations:

• Oversee the daily management and operation of a 135-employee shuttle transportation system, ensuring timeliness, safety, and customer satisfaction.
• Plan, schedule, and direct shuttle drivers and operations staff, complying with any applicable Collective Bargaining Agreements (CBAs) where relevant.
• Develop shuttle routes and schedules that align with flight operations, customer needs, and efficient service delivery.
• Manage staffing levels for shuttle operations to ensure adequate coverage for peak periods, including recruitment, training, and performance management of shuttle drivers and supervisors.
• Monitor shuttle fleet maintenance and ensure vehicles are regularly inspected for safety and reliability in coordination with the airport client maintenance team.
• Implement and track shuttle safety protocols, working with Safety Managers and leveraging tools such as Samsara Safety Systems.

Safety Management:

• Support the training programs that are a part of the onboarding process along with the continued retraining programs throughout the year.
• Oversee the safety department responsible for shuttle operations, ensuring compliance with all safety regulations, DOT compliance, protocols, and best practices.
• Manage a safety team comprised of one Safety Manager and three Safety Trainers, ensuring effective safety oversight and leadership across all operations.
• Collaborate with the Safety Manager to implement and enforce safety programs, including daily safety huddles, location safety audits, and adherence to safety protocols like those in the Samsara Safety System.
• Regularly review and analyze safety data to identify trends, mitigate risks, and implement continuous improvements in shuttle operations.
• Ensure that all employees, from shuttle drivers to customer service representatives, are properly trained in safety procedures, and that safety remains a priority in daily operations.
• Maintain compliance with all local, state, and federal safety regulations, and ensure that safety incidents are reported, investigated, and addressed in a timely manner.
• Foster a culture of safety by encouraging proactive reporting, open communication on safety matters, and continuous safety education for all staff members.

Client and Stakeholder Relationships:

• Develop strong relationships with clients and stakeholders to ensure retention and future growth of the shuttle service.
• Serve as a liaison between the airport and various stakeholder groups impacted by shuttle operations.
• Collaborate with local law enforcement, emergency management teams, and airport authorities on issues related to shuttle operations.

Financial and Operational Management:

• Prepare the annual operating budget for shuttle operations and review monthly profit/loss statements.
• Monitor and review the financial impact of shuttle services to control expenses and identify areas for improvement.
• Implement market research and adjust shuttle rates as needed to remain competitive.

Additional Responsibilities:

• Organize and manage event operations as needed for shuttle services.
• Establish and review vendor agreements to ensure fiscal responsibility while meeting the expectations of the airport and the needs of the team.
• Participate in labor contract management where applicable.
• Continue to identify opportunities for operational improvements in shuttle services.

Requirements:

• Must have Class B License
• Must have a passenger endorsement and medical certificate
• Must have experience driving shuttles with air brakes
• Must be at least 21years of age.

Experience:

• Must have experience working and supervising a shuttle program with Class B drivers
• Must have experience with DOT compliance with regards to DOT inspections
• 8+ years of experience in a management role, preferably with shuttle/transportation operations.

Skills:

• Excellent management skills in transportation operations.
• Strong financial acumen with budgeting, forecasting, and reporting experience.
• Excellent customer service and interpersonal communication skills.
• Proven ability to manage a diverse team, including shuttle drivers, dispatchers, and customer service representatives.
• Ability to work independently and multi-task in a fast-paced environment.
• Strong team-building skills with the ability to inspire and motivate teams.

Physical Demands:

• Willingness to work in outdoor elements such as heat, wind, snow, and rain.
• Ability to lift, push, and pull at least 40 pounds.
• Ability to stand, walk, and run for extended periods of time, and perform duties requiring bending, stooping, squatting, and lifting frequently.

FLSA Status: Exempt

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to provide equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state or local law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds.

This Employer participates in E-Verify.

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