Job Description Job Description
Client Service & Field Operations Manager
Location: Charlotte, NC
Reports to: General Manager, Eagle Bus Service
Position Summary
At Eagle Bus Service, we believe safe, dependable transportation is essential to student success.
As the Client Service & Field Operations Manager, you'll serve as the key liaison between our operations team and the schools we proudly serve. This role is responsible for building strong school relationships, ensuring service excellence through regular site visits, and supporting driver performance and client satisfaction. The Manager will work closely with the General Manager and also serve as a backup in their absence, supporting broader operational continuity and leadership coverage.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for school administrators regarding daily service, concerns, and feedback.
- Conduct regular school site visits to assess service quality, reinforce relationships, and identify improvement areas.
- Monitor contract performance and ensure compliance with school transportation agreements.
- Proactively resolve service issues or complaints in a timely and professional manner.
- Document site visit findings, feedback, and action items for internal review and service improvement.
Field Operations & Driver Support
- Collaborate with dispatch and operations to ensure route efficiency and on-time performance.
- Communicate client-specific expectations and feedback to drivers, reinforcing safety and service standards.
- Conduct spot checks and ride-alongs to observe driver performance and client interactions.
- Assist with onboarding and orientation of new drivers, emphasizing Eagle Bus Service's client-first values.
.- Able to assist with school bus route design.
- Help implement driver recognition programs and performance improvement plans as needed.
- Work with the General Manager to coordinate driver discipline procedures and submit driver referrals based on client input.
- Coordinate driver assignments throughout the school year and in the summer for field trips and confirm all bookings 1-3 days before their scheduled event.
Qualifications
- 5+ years of experience in transportation, client services, education operations, or field management.
- Strong interpersonal and communication skills with a customer-focused mindset.
- Proven ability to manage multiple priorities and build long-term relationships with stakeholders.
- Comfortable working in the field with routine travel to schools and operational sites.
- Familiarity with school transportation logistics and driver supervision is a strong plus.
- Self-motivated, organized, and able to work independently in a fast-paced environment.
Why Join Eagle Bus Service?
We are a trusted school transportation provider with over 15 years of service in North Carolina. Our team is committed to student safety, operational excellence, and community partnership. Join us in making a daily difference for schools, students, and families.
Company Description
Eagle Bus Service is a trusted school transportation provider with over 15 years of experience serving North Carolina. We prioritize safety, reliability, and operational excellence. Join our growing team and play a key role in shaping the technology and finance backbone of our organization.
Company Description Eagle Bus Service is a trusted school transportation provider with over 15 years of experience serving North Carolina. We prioritize safety, reliability, and operational excellence. Join our growing team and play a key role in shaping the technology and finance backbone of our organization.
