Territory Operations Manager

KEY RESPONSIBILITIES

Overview

Service Managers (SM) or Territory Managers (TM) are the frontline owner of fleet quality, safety compliance and ground-level service execution resulting in top-notch customer experience.

Core Responsibilities

Service Quality

1. Completing daily in-bus inspections and fill the audit form to improve service delivery

2. Own audit score and bus-quality-complaints-per-trip metric, and zero compromise on safety violations

3. Ensure cleanliness, comfort and onboard amenities meet brand standard on every trip

4. Daily coordination with operator staff to get the work done and highlighting improvement areas

5. Calling unhappy customers daily and gather captain & crew feedback to close the loop; resolve issues at the right quality, not just speed

6. Working on reducing customer complaints related to bus condition, cleanliness and safety concerns

Team Leadership & Accountability -

1. Recruit, train and manage the team of bus captains ensuring grooming standards and timely reporting

2. Own roster planning, week-offs, attendance and attrition control

3. Drive accountability through audits and performance evaluation; log corrective actions against the SOP checklist; keep behavioral complaints under check

4. Deliver on customer engagement targets of customer ratings and in-bus bookings

Reporting & Continuous Improvement -

1. Own the reports assigned to this role, flag trends and make corrections

2. Monitor service and captain level performance through performance dashboards

3. Bus punctuality reports to be seen daily and making timely schedule/route corrections

4. Log daily checklist of SOPs and ensure team down the line improve on deliverables

Required Skills & Availability

• Working knowledge of bus systems, fleet maintenance basics and safety regulations
• Proven people-management and training ability for a frontline team
• Composure and firmness enforcing standards under operational pressure, including the authority to hold a bus back from dispatch
• Strong coordination and stakeholder communication — captains, crew, customers and the operator
• Comfortable working late nights and staying reachable off-hours while services are running