General Manager II

Durham School Services, a leading subsidiary of Summit School Services, is dedicated to providing the highest level of transportation safety, quality transportation, exceptional customer service, and positive employee relations. Headquartered in Warrenville, Illinois, Summit School Services operates with a comprehensive structure including corporate support functions and regional operations teams spread throughout North America, supporting over 250 local customer service centers (CSCs). As a prominent player in the specialized student transportation industry, Durham School Services focuses on creating safe and reliable transit solutions for school districts, ensuring every passenger’s safety and satisfaction. The company's commitment to safety is unparalleled, featuring a culture that continuously prioritizes the safeguarding of children and passengers.

This role of Customer Service Center (CSC) Manager at Durham School Services is a pivotal leadership position within the organizational framework responsible for delivering outstanding operational performance and achieving business results in alignment with overall company goals. The CSC Manager plays a critical role in collaborating with company leaders to develop and implement operating plans tailored to support strategic business objectives effectively. This role demands a customer-centric mindset, emphasizing building strong and effective partnerships with clients, government entities, community organizations, and employees alike.

The CSC Manager will oversee a diverse team including operations supervisors, dispatchers, routers, office administrators, driver maintenance personnel, charter coordinators, and safety supervisors. This includes responsibility for coaching, developing, and empowering the team to function independently while upholding company standards. A strong focus is placed on safety, ensuring that the center operates within a culture that prioritizes compliance with safety regulations, identifies key safety issues proactively, and takes corrective actions to maintain high standards.

Financial oversight, including budget reviews and annual operating plan development, falls under the purview of the CSC Manager. This role entails strategic business planning to increase incremental business, revenues, and margins. The manager is also charged with maintaining and enhancing customer relationships, facilitating retention, and contributing to new business development efforts by working closely with the Regional Vice President and the Marketing & Sales department.

Durham School Services values ethical practices, personal integrity, and transparency. The CSC Manager is expected to exemplify these values, promoting a culture of openness, safety, respect, and exceptional service delivery. This management role is crucial for ensuring that the CSC not only meets but exceeds service quality expectations while supporting and strengthening the company's image through collaboration and community engagement. Employment with Durham School Services offers a competitive environment where professionals can grow, make a real impact, and contribute to a mission that directly affects the safety and well-being of school communities.

The company offers a comprehensive benefits package which includes medical, dental, vision, and basic life insurance coverage, holiday pay, paid time off accrual, as well as access to a retirement savings plan. The organization is deeply committed to diversity and inclusion, fostering a workforce that represents the communities it serves without discrimination. This role is typically full-time with salary varying based on site location, market conditions, and contractual agreements.