Manager, Enterprise Account Operations

About the Role

Title: Manager, Enterprise Account Operations 

Reports to:  Director of Enterprise Service Delivery

Location: Remote

CharterUP has an exciting opportunity for a Manager of Account Coordination to lead a team of Enterprise Account Coordinators. This role offers the opportunity to step into a leadership position and help shape the future of CharterUP’s Enterprise Account Coordination team, driving efficiency and client satisfaction at the highest level.

What You’ll Do

Operational Capacity

• Manage Weekly Launch Intake: Work cross-functionally with Sales and Sourcing to manage and enforce the weekly launch process based on available team resources (Enterprise Account Coordinators, OCs, Tech).
• Develop Process Documentation: Systematically review and document all critical Enterprise Account Coordinators and operational workflows (e.g., launches, urgent requests, contract sunsets) to create and enforce standardized SOPs.
• Ensure Operational Readiness: Oversee the setup and kick-off of all new Enterprise contracts, requiring evidence of full operator compliance and system integration (GPS, CoachRail).

Team Leadership 

• Drive Accountability: Establish and enforce clear performance and operational metrics for Enterprise Account Coordinators, shifting focus from "answering questions" to autonomy, efficiency, and proactive performance management.
• Coach for Autonomy: Define a clear escalation process, coaching the team to solve most operational and client issues independently to reduce management dependency.
• Define Outcomes: Provide coaching and performance feedback based on measurable outcomes, such as time-to-launch and resolution time for operational issues.

Data Rigor & Continuous Improvement

• Instill Data Culture: Implement consistent standards for data quality and usage, training the team to leverage metrics to identify and address systemic operator weaknesses.
• Audit: Lead the consistent auditing of service incidents and Enterprise Account Coordinator workflows to identify trends in failures and drive team-wide learning opportunities.
• Improve Processes: Identify and resolve operational pain points and leverage technology to reduce manual work (e.g., updating SOP’s, improving user system automations).

Client & Vendor Relations

• Respond to High-Level Escalations: Act as a senior point of contact for high-priority or at-risk clients, stepping in when service disruptions or escalations require leadership intervention.
• Manage Vendor Accountability: Manage highly sensitive issues with strategic bus operators, ensuring accountability for failures and maintaining professional service expectations.
• Travel: Ability to travel up to 25% to oversee client launches, conduct operator site evaluations, and provide leadership presence during high-stakes service events.

What You’ll Bring

• Operations Leadership (3+ years): Proven experience managing a time-sensitive, mission-critical operational team in a specialized logistics, transportation, or supply chain environment (e.g., managing in a city or campus transit program, coordinating logistics for multi-route employee shuttle services, overseeing a central command/dispatch center for real-time asset tracking, or managing specialized medical or military fleet deployment).
• Client Communication: Excellent customer-facing skills necessary to handle high-stakes client communication and de-escalate sensitive situations while maintaining control of the operational outcome.
• Process Design & Enforcement: Demonstrated ability to document, train, and enforce standardized processes (SOPs) across large or distributed teams.
• Metrics-Driven Management: Expertise in developing, tracking, and coaching to operational KPIs (e.g., utilization, fulfillment rate, on-time performance) to manage individual and team performance proactively.
• Crisis & Vendor Management: Proven ability to manage high-stakes, real-time operational crises with external vendors (bus operators, freight carriers) and communicate resolution clearly to executive-level customers.
• System and Data Fluency: Demonstrated ability to interpret performance metrics to drive operational changes and refine BI reporting needs. Proficiency with project management workflows (Asana, Notion) and CRMs, with the aptitude to quickly master internal software systems. 

Recruiting Process

• Step 1 - Video call: Talent Acquisition interview
• Step 2 - Video call: Hiring Manager interview
• Step 3 - Video call: Team interviews
• Step 4 - Offer & Background Check 
• Welcome aboard!