The Assistant General Manager (AGM) plays a critical leadership role in supporting the daily operations, service delivery, and overall performance of an assigned NYCSBUS depot. Working closely with the General Manager and Maintenance Manager, the AGM helps ensure the safe, reliable, and efficient transportation of students while maintaining compliance with company policies, contractual obligations, and regulatory requirements.
The AGM serves as a hands-on operational leader responsible for overseeing frontline transportation staff, including Bus Drivers and Bus Attendants, while ensuring that daily service commitments are met. This role combines field operations management, drivers/attendants and maintenance staff supervision, dispatch coordination, route coverage management, customer service, and administrative responsibilities to support the successful operation of the depot.
The position requires a highly visible leadership presence throughout the facility and in the field, with a strong focus on service delivery, operational problem-solving, employee accountability, safety, and customer satisfaction.
Key Responsibilities But Not Limited To:
Operational Leadership
- Assist the General Manager in the management and execution of all service delivery-related activities within the assigned depot.
- Support the daily transportation operation to ensure all routes are properly staffed, dispatched, and serviced.
- Monitor operational performance and respond proactively to service disruptions, staffing shortages, route concerns, vehicle issues, and customer complaints.
- Serve as the acting operational leader during designated shifts and in the absence of the General Manager.
- Operations Data analysis and troubleshoot the results related to departure hub,SVAD and VIA subscription for the AM/PM session
Employee Supervision and Leadership
- Directly supervise Bus Drivers and Bus Attendants assigned to the depot.
- In collaboration with the CHRCO provide coaching, guidance, and performance feedback to frontline employees.
- Promote a culture of safety, accountability, professionalism, and customer service excellence.
- Assist in addressing attendance issues, workplace concerns, employee relations matters, and operational performance challenges.
- Support employee engagement initiatives and reinforce company expectations regarding conduct, attendance, and performance.
Dispatch and Service Coordination
- Perform Dispatcher functions as needed to support daily operations.
- Coordinate route assignments, route coverage, and staffing adjustments.
- Monitor route departures, arrivals, and service performance throughout the day.
- Ensure effective communication between drivers, attendants, dispatch, maintenance personnel, and management.
- Investigate allegations of drivers/attendants misconduct and respond to employee escalations. To the extent possible and needed include the safety supervisor. All employees’ conduct investigations must be reported to the Chief of Human Resources and Compliance Officer in HR.
Field/Fleet Operations and Road Supervision
- Perform Road Supervisor duties as required.
- Investigate operational incidents, service interruptions, customer concerns, and route performance issues.
- Conduct field observations and operational audits to ensure compliance with company standards and safe operating practices.
- Conduct End of Day tasks related to collection of trip cards, review for accuracy, conduct walkthrough for depot readiness, inspect the new fleet for cleanliness and damages, report any updates to GM & CSDO.
- Respond to emergencies and assist with incident management when necessary.
Administrative and Scheduling Responsibilities
- Assist with workforce scheduling and daily staffing plans.
- Support payroll and attendance verification processes as assigned.
- Maintain operational records, reports, and documentation.
- Analyze operational trends and identify opportunities to improve efficiency, service quality, and employee productivity.
- Assist in preparing operational reports and performance metrics for management review.
- In collaboration with the Safety and Training Director, facilitate training in the area of incident reporting practices, VIA, problem routes and on time arrivals.
Collaboration and Cross-Functional Support
- Partner closely with the General Manager, Maintenance Manager, Safety Department, Dispatch Team, Compliance Team, and Human Resources Department to achieve operational objectives.
- Support company initiatives, regulatory compliance efforts, and continuous improvement programs.
- Participate in depot leadership meetings and contribute to operational planning and decision-making.
- The AGM is an active participant of All Hands on Deck and special projects under Service Delivery ie. Parent Capture & Uniform distribution
EV Operations
- Ensure that electric buses assigned to routes are plugged into chargers and are charging.
- Report any issues with charging during PM hours to the EV Operations Team.
- Use tools developed by technology department to ensure smooth EV Operations
Work Schedule and Availability
The Assistant General Manager is primarily assigned to support the depot's afternoon and closing operations, typically working from approximately 12:00 PM to 9:00 PM. However, operational needs may require flexibility in scheduling.
During school openings, peak operational periods, emergency situations, staffing shortages, employee leaves, special projects, or other business-critical circumstances, the AGM may be required to begin work as early as 5:00 AM or work alternative schedules to ensure uninterrupted service delivery.
Success Factors
Successful Assistant General Managers demonstrate:
- Strong operational leadership and decision-making abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Excellent communication and employee management skills.
- Strong problem-solving and conflict-resolution capabilities.
- Commitment to safety, compliance, and service excellence.
- Ability to lead by example while maintaining a high level of accountability and professionalism.
- A customer-focused mindset with a dedication to supporting students, families, schools, and employees.
The Assistant General Manager serves as a key operational leader within the depot and plays a vital role in ensuring that NYCSBUS consistently delivers safe, reliable, and high-quality transportation services to the students and communities it serves.