Operational Manager Jobs in Marion, IA (NOW HIRING)

Position Summary

The Business Operations Manager is responsible for overseeing the daily business and operational activities of Rapid Care Innovation Transport, LLC. This position ensures that transportation services are safe, reliable, efficient, compliant, and focused on excellent customer service.

The Business Operations Manager also plays an important role in company growth and expansion, working with company leadership to improve operational performance, strengthen relationships with business partners, develop the workforce, increase transportation capacity, and identify new business opportunities.

Key Responsibilities

1. Daily Operations Management

• Oversee the company's day-to-day NEMT operations.
• Ensure transportation services operate safely, efficiently, and on schedule.
• Coordinate with dispatchers, office staff, drivers, and management.
• Monitor daily trip assignments, pick-ups, drop-offs, cancellations, and schedule changes.
• Address operational problems quickly to minimize service disruptions.
• Ensure adequate driver and vehicle coverage for scheduled transportation.

2. Staff Management and Leadership

• Supervise drivers, dispatchers, customer service representatives, and office personnel as assigned.
• Establish clear expectations for employee performance and professionalism.
• Assist with employee scheduling, training, coaching, and performance evaluations.
• Promote teamwork, accountability, communication, and respect.
• Address attendance, performance, and workplace conduct concerns according to company policies.
• Support recruitment, onboarding, and retention of qualified employees.

3. Customer Service

• Ensure members receive professional, respectful, safe, and compassionate service.
• Monitor and improve the overall customer experience.
• Investigate complaints and service concerns promptly.
• Work with employees to resolve customer service problems.
• Maintain professional relationships with members, healthcare facilities, transportation brokers, and business partners.

4. Compliance and Safety

• Help ensure company operations comply with applicable federal, state, local, contractual, and company requirements.
• Support compliance with NEMT broker and partner requirements, including applicable MTM and A2C requirements.
• Ensure drivers and employees follow company safety policies and procedures.
• Monitor required employee and vehicle documentation.
• Ensure accidents, incidents, member complaints, and safety concerns are properly documented and reported.
• Support regular employee safety meetings and training.

5. Fleet and Transportation Oversight

• Monitor vehicle availability and operational readiness.
• Coordinate vehicle maintenance, inspections, repairs, and cleaning.
• Help ensure company vehicles are properly documented and maintained.
• Monitor vehicle utilization and recommend improvements.
• Work with management to determine when additional vehicles may be needed to support growth.

6. Financial and Business Performance

• Monitor operating expenses and identify opportunities to reduce unnecessary costs.
• Review operational performance, trip productivity, staffing efficiency, and vehicle utilization.
• Assist leadership with budgeting and operational planning.
• Help protect company assets and resources.
• Provide management with operational reports and recommendations.

7. Company Growth and Business Development

• Develop and implement operational strategies that support company growth.
• Identify opportunities to increase transportation volume and expand service areas.
• Help develop relationships with healthcare facilities, brokers, community organizations, and potential business partners.
• Support expansion into new markets and service areas.
• Evaluate staffing, vehicle, technology, and infrastructure needs associated with growth.
• Work with company leadership to establish short-term and long-term growth goals.
• Help create scalable systems and procedures that allow the company to grow while maintaining service quality.
• Monitor industry trends and identify opportunities for new services, contracts, partnerships, and revenue growth.

8. Policies and Procedures

• Implement and enforce company policies and operational procedures.
• Recommend improvements to existing procedures.
• Help develop standard operating procedures for drivers, dispatch, customer service, and office operations.
• Ensure employees understand and follow established procedures.
• Maintain consistent documentation and accountability throughout operations.

9. Communication and Reporting

• Maintain regular communication with company ownership and senior leadership.
• Prepare daily, weekly, and monthly operational reports as required.
• Report significant incidents, complaints, staffing problems, compliance concerns, and operational risks.
• Conduct or participate in employee and management meetings.
• Maintain confidentiality of company, employee, member, and business information.

Qualifications

The preferred candidate should have:

• Management, transportation, logistics, healthcare transportation, or business operations experience.
• Strong leadership and organizational skills.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong customer service skills.
• Basic understanding of budgeting, cost management, and business performance.
• Ability to supervise and motivate employees.
• Knowledge of NEMT operations and compliance requirements is strongly preferred.
• Proficiency with computers, scheduling systems, email, spreadsheets, and business software.
• Ability to maintain confidentiality and professional conduct.

Performance Expectations

The Business Operations Manager will be evaluated based on:

• On-time transportation performance.
• Member and customer satisfaction.
• Employee performance and accountability.
• Safety and compliance.
• Reduction of preventable service failures.
• Efficient use of drivers and vehicles.
• Quality and accuracy of operational documentation.
• Cost control and operational efficiency.
• Successful implementation of company policies.
• Contribution to company growth, expansion, and profitability.