Shift Manager

Job Title: Shift Manager
Status: Exempt (Leadership Role)
Reports to: Operations Manager / COO
Role Purpose
The Shift Manager is responsible for overseeing the successful execution of shuttle operations and driver performance during assigned shifts. This role ensures compliance with company policies, customer expectations, and DOT regulations while supporting drivers and staff in real time. The Shift Manager serves as the first point of leadership contact for operational issues, driver concerns, and customer service matters during their shift.

Key Responsibilities

Operational Oversight
- Supervise all drivers and dispatch staff during assigned shift.
- Ensure scheduled routes are covered and running on time.
- Monitor dispatch logs, driver check-ins, and route performance.
- Provide real-time problem-solving support for mechanical breakdowns, late routes, or customer issues.
Driver & Staff Support
- Conduct pre-shift briefings with drivers to review assignments, safety reminders, and updates.
- Address driver questions and ensure they understand policies, procedures, and customer service expectations.
- Enforce compliance with DOT/FMCSA regulations and company standards.
- Manage shift-level incidents, documenting and reporting issues to HR/Compliance.
Compliance & Safety
- Monitor Hours of Service compliance in coordination with Compliance staff.
- Ensure drivers are completing pre/post-trip inspections and submitting DVIRs.
- Support drug & alcohol testing procedures when applicable (post-accident, reasonable suspicion, etc.).
- Document and escalate safety or compliance violations.
Customer Service
- Maintain strong communication with clients and customers during shift.
- Resolve service complaints in real-time and escalate serious issues to management.
- Ensure drivers are upholding GCT’s standards of professionalism, safety, and hospitality.
Administrative & Reporting
- Submit detailed end-of-shift reports, including incidents, route performance, and staffing notes.
- Track attendance, tardiness, and coverage gaps, notifying HR when necessary.
- Support timecard review and accuracy checks for staff on shift.
- Collaborate with other Shift Managers to ensure continuity of operations across all shifts.
Requirements
- 2 years of experience in transportation, logistics, or operations leadership (shuttle/bus preferred).
- Strong knowledge of DOT/FMCSA regulations and driver compliance requirements.
- Demonstrated leadership ability with strong interpersonal and conflict-resolution skills.
- Ability to prioritize and manage multiple issues in a fast-paced environment.
- Proficiency in Google Workspace, dispatch software, and compliance platforms (TripShot, Motive, etc.).
- Strong written and verbal communication skills.
- Availability to work evenings, weekends, or holidays as part of 24/7 operation.
- CDL strongly preferred or willingness to obtain within a defined timeframe.

Working Conditions
Office and field-based role, actively engaging with drivers, dispatch, and clients. Requires flexibility across all shifts (day, evening, overnight). May involve occasional driving coverage in emergencies.