Project General Manager - Strategic Shuttle Programs

Title: Project General Manager

Reports to:Market General Manager 

Location:  Reno, NV

About the Role

CharterUP is seeking a Project General Manager to lead complex, large-scale shuttle programs, such as workforce transportation for data centers and major construction projects. As the primary operational lead onsite, you’ll own the program end to end—from launch and daily execution to client relationships, transportation partner performance, reporting, and continuous improvement.

Working across clients, transportation partners, and internal teams, you’ll ensure safe, reliable service and deliver on program commitments. Success requires strong operational leadership, the ability to manage across organizational boundaries, and a hands-on approach to resolving issues and driving results.

Compensation includes a competitive base salary and performance-based bonus tied to program launch, service continuity, and client satisfaction.

CharterUP is also hiring Market and National General Managers. Candidates may be considered for the level best aligned with their experience.

What You'll Do

Lead On-Site Operations

• Own daily shuttle program execution, including route readiness, vehicle coverage, staging, passenger loading, and coordination across operating shifts.
• Validate transportation partners’ staffing, fleet readiness, dispatch coverage, and contingency plans.
• Lead service recovery during delays, missed trips, vehicle breakdowns, staffing shortages, and unexpected demand.
• Develop and maintain operating procedures, escalation protocols, site instructions, and business continuity plans.
• Lead assigned CharterUP site personnel, where applicable, and establish clear responsibilities and shift handoffs.
• Validate daily and upcoming transportations schedules with operating partners to ensure alignment with client requirements, workforce shifts, anticipated ridership, and changing site conditions. 
• Establish and maintain a structured daily operating cadence, including operator coordination calls, onsite huddles, operational readiness reviews, and documented  follow-up on outstanding commitments. 
• Oversee implementation and ongoing maintenance of CharterUP branding requirements across assigned vehicles, including signage, decals, vehicle presentation standards, and timely resolution of branding deficiencies in coordination with transportation partners.

Own the Client Relationship On Site

• Serve as CharterUP’s primary on-site operational contact and build trusted relationships with client site leadership, facilities, security, and other stakeholders.
• Proactively communicate service conditions, resolve concerns, and follow issues through to closure.
• Lead regular operational meetings, presenting performance, corrective actions, and improvement recommendations.
• Anticipate changes in workforce schedules, site activity, and transportation demand.
• Share client insights and growth opportunities with your Market General Manager and CharterUP’s commercial team.
• Participates in client and site coordination meetings to proactively identify changes in workforce headcount, construction schedules, site access, parking arrangements, and transportation requirements. 
• Maintain a centralized action-item tracker for client requests, operational commitments, and outstanding issues, ensuring timely follow-through and resolution. 

Manage Transportation Partner Relationship and Performance

• Develop strong, collaborative relationships with transportation partner leadership while maintaining accountability for contracted service levels, vehicle standards, staffing commitments, and reporting requirements.
• Monitor actual service delivery through field observations, platform data, trip records, and client feedback.
• Conduct daily operational check-ins with transportation partners, regularly review performance against contractual KPIs, and drive documented corrective actions through resolution.
• Escalate persistent deficiencies and capacity needs so supplemental or replacement service can be secured.
• Ensure client requests and service changes are documented and managed through CharterUP.
• Serve as the projects relationship owner for assigned transportation partners, fostering open communication, resolving operational friction, and proactively collaborating on service improvements, resource planning, and long-term program success.

Support Service and Billing Accuracy

• Track service hours, vehicle utilization, and trip completion against contractual commitments.
• Validate delivered service and flag discrepancies across operational records, partner invoices, and client billing.
• Identify client requests that fall outside the agreed scope and route them for pricing and approval before additional service is committed.
• Recommend operational improvements that increase reliability and reduce waste.

Drive Safety, Visibility, and Improvement

• Partner with CharterUP's Legal, Safety, and Compliance teams to verify transportation partner adherence to applicable federal, state, and local regulatory requirements, including prevailing wage laws, labor classifications, collective bargaining obligations, and contract-specific compliance requirements.
• Monitor transportation partner adherence to applicable DOT, FMCSA, and state transportation safety requirements, including driver qualifications, vehicle inspections, insurance coverage, hours-of-service compliance, and established safety procedures, coordinating corrective actions with CharterUP's Safety and Compliance teams.
• Lead onsite coordination of operational and safety incidents, ensuring immediate response, appropriate onsite support, timely escalation, and coordination with transportation partners, emergency responders, CharterUP leadership, and client stakeholders as applicable.
• Deliver daily program reports and escalate issues promptly to CharterUP leadership and the client.
• Maintain accurate operational records and service reports, ensuring all incidents are properly logged, documented, and tracked through investigation, corrective action, and closure.
• Use GPS, ridership, trip-completion, and passenger feedback data to improve routes, capacity, reliability, and rider experience.
• Ensure CharterUP systems provide an accurate, current record of program activity and performance.
• Establish and maintain standardized daily ridership collection and reconciliation processes to ensure accurate passenger counts, trip activity, and capacity utilization.
• Maintain a centralized program performance dashboard tracking service reliability, ridership, safety incidents, operational deficiencies, and corrective action status.
• Coordinate the collection, validation, and tracking of required labor compliance documentation, including certified payroll records, applicable wage determinations, fringe benefit documentation, and union-related requirements, escalating discrepancies to CharterUP's Legal and Compliance teams.
• Establish recurring compliance verification procedures with transportation partners, including confirmation of required vehicle inspections, active insurance coverage, driver eligibility, and daily and weekly hours-of-service compliance, escalating deficiencies and potential service risks before they impact operations.
• Ensure incidents are reported through required internal and external channels within established timelines, including appropriate notifications to CharterUP leadership, Safety and Compliance teams, clients, and transportation partners, while monitoring incident resolution and follow-up actions.

What You’ll Bring

• Three or more years of operations experience, including on-site leadership of a shuttle, transit, airport, campus, workforce transportation, or comparable field program.
• Passenger transportation experience strongly preferred; experience in trucking, construction logistics, or other large-scale field operations will be considered.
• Experience serving as the primary point of contact for a client on a live project and resolving service issues directly.
• Experience coordinating third-party transportation providers or subcontractors at a job site and enforcing service commitments.
• Strong working knowledge of dispatch, route planning, fleet readiness, staffing coverage, and transportation safety practices.
• Understanding of motorcoach and passenger carrier operations, including driver hours-of-service limits, and the confidence to push back on client requests that are not operationally sound.
• Ability to produce clear daily reporting and use operational data to improve service.
• Proficiency in Google Workspace, Microsoft Office, and/or project management tools.
• Highly self-directed, with demonstrated ability to independently establish operational structure, manage competing priorities, and drive accountability in a fast-paced environment.
• Strong communication, negotiation, and conflict-resolution skills.
• Ability to make sound decisions under pressure and coordinate multiple stakeholders during service disruptions.
• Willingness to work on-site 8-10 hours daily, with flexibility to support critical operating periods and escalations outside standard business hours.
• Experience implementing or managing operational technology platforms, including GPS tracking, ridership reporting, and performance dashboards.
• Bachelor’s degree preferred; equivalent relevant experience welcomed.

Preferred Qualifications

• Experience supporting data center, large-scale construction, or other complex job-site environments.
• Commercial Driver’s License (CDL) or hands-on technical knowledge of vehicles and fleet inspection.
• Experience launching a new transportation program or site operation.

Recruiting Process

• Step 1 - Video call: Talent Acquisition interview
• Step 2 - Video call: Hiring Manager interview
• Step 3 - Video call: Team interviews
• Step 4 - Offer & reference check
• Welcome aboard!