Shuttle Operations Manager

Position SummaryThe Shuttle Operations Manager is responsible for leading day-to-day non-emergency wheelchair and shuttle transport operations, ensuring safe, reliable, and patient-centered service across Superior Mobile Health. This role plays a key part in how patients access care, directly impacting both the patient experience and the organization's reputation in the community.This position oversees frontline teams, supports dispatch and fleet operations, and ensures consistency in service delivery across a fast-paced environment. The Shuttle Operations Manager balances people management, operational execution, and service quality, while maintaining strong standards around safety, compliance, and accountability.The role requires someone who is comfortable working across teams and using data and reporting to monitor performance and improve operations. Success in this position comes from the ability to stay organized, communicate clearly, manage competing priorities, and drive consistent execution.Key ResponsibilitiesOperations & Service DeliveryOversee daily transport operations to ensure safe, on-time, and reliable service Monitor operations and address delays, callouts, and service disruptions Serve as a point of contact for operational escalations Attend administrative and operational meetings as necessary Oversee driver scheduling to ensure proper coverage and efficiency Adjust staffing based on demand and operational needs Safety, Compliance & Fleet OversightMaintain a safety-first approach across all operations Ensure proper patient handling, wheelchair securement, and safe driving practices Conduct ride-alongs, audits, and spot checks Ensure compliance with NEMTAC, ADA, HIPAA, and company policies Support incident review and corrective actions Ensure vehicles are safe, clean, and ready for service Coordinate maintenance and address equipment issues Ensure accurate and timely documentation is completed, including trip records, incident reports, and compliance documentation People Management, Customer Experience & PerformanceSupervise, coach, and support drivers and frontline staff Address attendance, performance, and day-to-day employee concerns Handle and support conflict resolution in a professional and consistent manner Partner with internal teams on hiring, onboarding, and staff development Promote a culture of accountability, safety, and clear communication Ensure a professional and consistent experience for patients and healthcare partners Respond to service concerns and support issue resolution Partner across teams to support customer relationships and service expectations Track key metrics such as on-time performance, safety incidents, and service quality Use data and reporting to identify trends and improve operations Maintain accurate records related to certifications, incidents, fleet activity, and operational performance Support ongoing process and quality improvements Perform all other duties as assigned Qualifications3-5+ years of experience in private EMS, NEMT, paratransit operations, or logistics1-3 years of experience supervising or leading teams Experience handling employee relations (attendance, performance, coaching) Experience with conflict resolution in a team or operational environment Experience working in a customer-facing environment Strong understanding of safety practices in transport or healthcare Comfortable using data, reports, and performance metrics PreferredExperience with dispatch, routing, or scheduling systems Familiarity with NEMTAC, ADA, or related regulations Physical & Work RequirementsAbility to sit, stand, and move throughout the workday Ability to lift and assist patients up to 75-100 pounds and greater weights with assistance and appropriate equipmentAbility to work on a computer for extended periods, including data entry, reporting, and communication Ability to travel locally between operational locations as needed Ability to travel for workshops and conferences as neededScheduleMonday through Friday, 8:30 AM to 4:30 PM Some on-call coverage required, including early mornings or evenings as neededJob Posted by ApplicantPro