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.This position will be located in WI

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

• Other duties as assigned

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.

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 .

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