Shuttle Director of Operations

The Spirit of the Position

The Shuttle Director of Operations is responsible for overseeing the financial, operational, safety, and service performance of all shuttle operations within the East Texas Market. Reporting to the General Manager, this position provides strategic and operational leadership to ensure shuttle services are delivered safely, efficiently, and in alignment with client expectations, contractual obligations, and LAZ Parking standards.

The Shuttle Director of Operations directly supervises Shuttle Operations Managers and is accountable for driving operational excellence, financial performance, employee development, client satisfaction, and continued business growth across the assigned portfolio.

Principal Job Duties

• Provide leadership and oversight of all shuttle operations within the East Texas Market, ensuring consistent performance in safety, service, financial results, and operational efficiency.
• Develop and execute operational strategies to maximize revenue, control expenses, improve productivity, and achieve profitability targets.
• Directly manage, coach, and develop Shuttle Operations Managers, establishing clear performance expectations and accountability.
• Build and maintain strong client relationships through proactive communication, responsiveness, and consistent delivery of exceptional service.
• Ensure compliance with all applicable federal, state, and local transportation regulations, contractual requirements, and LAZ Parking policies and procedures.
• Oversee fleet operations, vehicle maintenance coordination, staffing levels, scheduling, and service delivery to ensure operational readiness.
• Partner with Safety, Human Resources, and other internal departments to support regulatory compliance, workforce development, and operational initiatives.
• Lead safety initiatives, monitor operational risks, and ensure timely investigation and resolution of accidents, incidents, and safety concerns.
• Identify opportunities for operational improvements, service enhancements, cost efficiencies, and business growth.
• Support new shuttle account transitions, operational startups, and the implementation of new programs and technologies.
• Perform additional duties as assigned.

People

• Lead, manage, and develop Shuttle Operations Managers to ensure effective leadership, employee engagement, and consistent operational execution across all assigned locations.
• Establish clear expectations for operational performance, accountability, employee development, and adherence to company policies.
• Ensure daily operational meetings, client meetings, and internal pre-shift meetings are conducted consistently by designated operational leaders.
• Partner with Human Resources and Talent Acquisition to support workforce planning, recruitment, onboarding, retention, and employee relations initiatives.
• Identify and develop high-potential employees to support succession planning and continued organizational growth.
• Ensure effective staffing strategies are implemented to meet contractual service requirements while maintaining labor efficiency.
• Oversee employee training and development programs, including driver qualifications, defensive driving, passenger safety, emergency response, and operational procedures.
• Ensure safety and training initiatives established by the National Safety & Training Manager are consistently implemented and maintained.
• Promote a culture of safety, accountability, teamwork, and continuous improvement throughout shuttle operations.
• Support the resolution of employee concerns and operational challenges in partnership with Human Resources and other appropriate departments.
• Ensure compliance with applicable employment laws, wage and hour requirements, collective bargaining agreements where applicable, and company policies.
• Provide leadership and direction during operational challenges, staffing shortages, service disruptions, and other situations requiring immediate attention.

Product

• Drive consistent service excellence across all shuttle locations by establishing performance expectations, monitoring operational metrics, and implementing corrective actions when necessary.
• Build and maintain strong client partnerships to support customer satisfaction, contract retention, and long-term business relationships.
• Ensure all shuttle operations meet or exceed contractual service requirements, including service frequency, on-time performance, vehicle availability, and customer experience standards.
• Conduct regular operational reviews and site visits to evaluate service delivery, staffing effectiveness, safety performance, and overall operational conditions.
• Oversee fleet readiness, preventative maintenance coordination, vehicle inspections, and equipment availability to support safe and reliable transportation services.
• Ensure compliance with applicable Department of Transportation (DOT), Federal Motor Carrier Safety Administration (FMCSA), and other transportation regulations based on operational requirements.
• Partner with internal safety resources to oversee accident investigations, incident reporting, corrective action plans, and preventative safety initiatives.
• Monitor client feedback, customer complaints, and service metrics to identify trends and opportunities for improvement.
• Lead the operational planning and execution of new shuttle account openings, transitions, and service expansions within the market.
• Participate in business development efforts, including proposals, operational assessments, underwriting, presentations, and client meetings.
• Review shuttle service agreements and operational requirements, providing recommendations to the General Manager as appropriate.
• Implement operational best practices, process improvements, and technology solutions that enhance service quality, efficiency, and accountability.

Profit

• Maintain accountability for the overall financial performance of assigned shuttle operations, including revenue, expenses, profitability, and budget compliance.
• Develop, manage, and monitor operating budgets, financial forecasts, and profit and loss statements for the assigned portfolio.
• Analyze financial and operational performance to identify cost-saving opportunities, revenue enhancements, and areas requiring corrective action.
• Ensure staffing plans, labor schedules, overtime utilization, and operational expenses align with budget expectations and contractual requirements.
• Oversee payroll processes to ensure timely and accurate submission, appropriate approvals, and compliance with applicable wage and hour regulations.
• Partner with Human Resources, Payroll, and Finance to address payroll discrepancies, labor costs, and compliance concerns.
• Ensure operational and financial data is entered accurately and consistently to support reporting, forecasting, and business decisions.
• Prepare, review, and present daily, weekly, monthly, and annual operational and financial reports as required.
• Conduct regular reviews of financial performance, including budget variances, labor productivity, revenue trends, and operational expenses.
• Ensure compliance with company audit requirements, financial controls, and established operating procedures.
• Monitor claims activity, accident-related expenses, and safety trends to minimize financial exposure and support effective risk management.
• Evaluate market conditions, pricing structures, and service opportunities to support competitive positioning and profitable business growth.
• Partner with the General Manager to develop financial strategies and operational initiatives that support the market's short- and long-term objectives.

Education

• Bachelor's degree in Business Administration, Transportation Management, Operations Management, or a related field preferred.
• Equivalent combination of education and relevant leadership experience will be considered.

Experience

• Minimum of 5–7 years of progressive leadership experience in shuttle operations, transportation management, or a related operational environment.
• Demonstrated experience overseeing multiple transportation or shuttle operations, preferably across geographically dispersed locations.
• Proven ability to lead and develop operational management teams, including direct supervision of managers.
• Strong financial management experience, including budgeting, forecasting, cost control, and profit and loss (P&L) accountability.
• Experience managing large workforces, complex scheduling requirements, and high-volume transportation operations.
• Working knowledge of transportation safety requirements, DOT/FMCSA regulations where applicable, and fleet management practices.
• Experience working in union environments or managing operations subject to collective bargaining agreements preferred.
• Demonstrated success in client relationship management, contract compliance, and service delivery.
• Experience supporting new account openings, operational transitions, and business growth initiatives preferred.
• Ability to manage competing priorities and make sound operational decisions in a fast-paced, service-driven environment.
• Proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
• Valid driver's license required.
• Ability and willingness to travel regularly between assigned shuttle locations to provide operational oversight and support.

Skills

• Strong leadership, coaching, and team development capabilities.
• Excellent verbal and written communication skills, with the ability to communicate effectively with employees, clients, and senior leadership.
• Strong financial acumen, analytical thinking, and problem-solving abilities.
• Ability to develop and execute operational strategies that improve efficiency, safety, service, and profitability.
• Demonstrated ability to establish accountability, manage performance, and drive results through others.
• Strong organizational and time management skills, with the ability to prioritize competing operational demands.
• Ability to build and maintain effective relationships with clients, employees, and cross-functional business partners.
• Demonstrates sound judgment, professionalism, adaptability, and a sense of urgency.
• Receptive to feedback, differing perspectives, and opportunities for continuous improvement.
• Ability to read, speak, and comprehend the English language sufficiently to perform the essential functions of the position.

Physical Demands

• Ability to work in various outdoor weather conditions, including heat, cold, wind, rain, and other environmental elements.
• Ability to walk, stand, and move throughout shuttle facilities and operational locations as necessary.
• Ability to lift, push, or pull up to 50 pounds as required.
• Ability to travel between assigned locations and respond to operational needs as necessary.
• Ability to work a flexible schedule, including occasional evenings, weekends, or holidays based on operational requirements.

FLSA Status: Exempt

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to providing 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.

LAZ Parking participates in E-Verify.