The Commute & Transportation Services team manages transportation planning and transportation demand management (TDM) programs for a large Puget Sound campus and corporate office facilities across North America. The team is dedicated to providing employees with a variety of innovative transportation options that reduce their reliance on driving alone.
The Shuttle Program Manager works closely with the Sr. Transportation Program Manager and other internal stakeholders to lead and manage shuttle operations for a large corporate campus in the Puget Sound region as well as other sizeable operations in the SF Bay Area, Southern CA, Boston, and Washington DC regions.
This position implements innovative technology and programs that promote inter-campus mobility, reduce single occupancy commuting, and reduce traffic congestion at client sites. This position manages multiple third-party shuttle vendors, performs critical quality assurance and quality control functions, and acts as a central liaison with key client contacts.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Assess and analyze existing shuttle network, including campus, commuter and on-demand shuttles.
Perform a gap analysis and strategic planning to craft and implement a vision for a best-in-class, efficient, and employee-centric shuttle system.
Proactively develop and manage relationships with local, regional and national shuttle providers.
Partner with internal client stakeholders to manage shuttle vendor review, sourcing, contract and service quality review, and financial tracking. Provide recommendations based on findings.
Act as a Subject Matter Expert (SME) and central liaison on all matters related to the day-to-day operations of the shuttle program.
Work with shuttle service providers to optimize route and stop planning in order to build a network of routes that best serves a large employee population.
Manage relationship with client's chosen shuttle app provider.
Perform continual service quality monitoring based on customer reviews, real-time monitoring, and vendor reports. Build a best-in-class employee experience for all shuttle riders.
Lead the review and development of advanced technology, both web and app-based, to build a best-in-class, technology-oriented shuttle program.
Respond to customer questions and concerns, as well as high-visibility escalations, in a timely, coherent, and service-oriented manner.
Coordinate with team mebers to facilitate data analysis and reporting for all program elements, including ridership data, route performance data, environmental impact, and financials.
Find, achieve, track and report cost savings on a continual basis. Ensure site-level budgets are met.
Oversee and coordinate vendor contracts (SLAs), POs, and invoices.
Design and implement safety programs and procedures that ensure safe shuttle operations and build a culture of safety across all vendors and operations.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE
BA/BS in urban planning, real estate, business, logistics, sustainability or a related field. Advanced degree preferred.
5+ years of experience working in planning, logistics, transportation demand management or related field where relevant skills can be demonstrated.
Previous experience with corporate shuttle management.
Demonstrated ability to excel in a fast-paced, demanding work environment.
Advanced customer service and client engagement skills.
Intellectual curiosity and a desire for continuous improvement.
Enthusiasm for / interest in sustainable transportation.
Desire to travel up to 10% of time.
CERTIFICATES AND/OR LICENSES
Experience building consensus across a diverse range of stakeholders and driving complex, cross-functional programs forward in a fast-paced, visible, and client-facing environment.
Able to comprehend, analyze, and interpret the most complex business documents.
Able to respond effectively to the most sensitive issues.
Write reports, manuals, speeches and articles using distinctive style.
Make effective and persuasive presentations on complex topics to employees, clients, top management and/or public groups.
Motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
Comfortable meeting and engaging with new people.
Warm and engaging demeanor. Able to assess circumstances, empathize and offer help.
Requires advanced knowledge of financial terms and principles. Ability to calculate intermediate level figures.
Ability to forecast and prepare budgets. Conducts financial/business analysis including the preparation of reports.
Ability to solve advanced problems and deal with a variety of options in complex situations. Requires expert level analytical and quantitative skills. Draws upon the analysis of others and makes recommendations that have a direct impact on CBRE and the Client.
OTHER SKILLS AND/OR ABILITIES
Advanced skills with Microsoft Office Suite products such as Word, Excel, Outlook, etc.
Intermediate to advanced knowledge of Tableau or other data and reporting software preferred.
Excellent organization and time management skills.
Strong problem-solving skills. Highly adaptable and flexible.
ADDITIONAL SCOPE OF RESPONSIBILITY
Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results. Responsible for setting department deadlines.
Errors in judgment may cause short-term impact to co-workers, supervisor, and the Client. Must reflect the CBRE RISE values (Respect, Integrity, Service, Excellence) in all daily working practices.
Support and propagate CBRE safety culture.
Complete at a satisfactory level all required and assigned HSE training;
Follow all activity policies and procedures, including all HSE related requirements at all times;
Participate in all HSE related programs & activities as required, including incident investigations, interviews, auditing and assessment, etc.
Report any condition which you feel could result in an accident or injury and / or stop work if required.
As a Manager:
While adhering to all HSE requirements established for CBRE employees, supervisors and managers are required to:
Provide sufficient distraction free time for employees to complete all required HSE training & support the HSE training program implicitly;
Investigate and resolve (if possible) all reported unsafe conditions / acts and communicate results back to the affected stakeholders;
Support stop work authority when it is exercised in good faith;
Communicate any / all potential workplace hazards and workplace procedures.
CB Richard Ellis