General Manager

Company Overview A premier luxury ground-transportation provider specializing in high-end limousine, chauffeur, and VIP transport services for corporate clients, special events, and private clientele. Committed to exceptional service, safety, and a refined guest experience.

Position Summary The General Manager will lead all operational, commercial, and people-management functions to deliver an exceptional, profitable, and compliant luxury transportation service. This role combines strategic leadership, hands-on operations oversight, and customer-focused service standards to grow revenue, maximize fleet utilization, ensure safety and regulatory compliance, and maintain the brand's reputation for discretion and excellence.

Key Responsibilities Operations & Service Delivery

• Oversee day-to-day operations: scheduling, dispatch, route planning, vehicle assignment, and on-time performance.
• Implement and maintain premium customer service standards and VIP protocols for chauffeurs and staff.
• Manage fleet condition and presentation standards, coordinating maintenance, detailing, and vehicle replacement schedules.
• Optimize fleet utilization and reduce empty miles through effective scheduling, dynamic dispatch, and route optimization

Financial & Commercial Performance

• Develop and manage annual budgets, P&L, and financial forecasts.
• Drive revenue growth through corporate contracts, event partnerships, wedding and special-event business, and direct sales initiatives.
• Monitor KPIs (revenue per vehicle hour/day, utilization, average trip value, cost per mile, gross margin) and implement improvement plans.
• Control operating costs (fuel, maintenance, insurance, labor) and negotiate vendor contracts

Sales & Client Relations

• Lead sales strategy to acquire and retain high-value corporate and private clients.
• Maintain key account relationships; serve as senior escalation point for VIP clients.
• Oversee marketing and brand positioning in collaboration with marketing/PR resources

Staff Leadership & Development

• Recruit, train, and mentor chauffeurs, dispatchers, operations coordinators, and administrative staff.
• Set and enforce standards for grooming, conduct, confidentiality, and customer interaction.
• Implement performance management, coaching, and incentive programs to reduce turnover and raise service quality.
• Ensure drivers receive defensive driving, customer service, and privacy/confidentiality training

Safety, Compliance & Risk Management

• Enforce safety policies, driver qualifications, licensing, and hours-of-service rules.
• Maintain compliance with local/state transportation regulations, permits, and commercial insurance requirements.
• Oversee accident response, investigation, and corrective action processes.
• Manage background checks, drug/alcohol testing programs, and vehicle inspection protocols

Systems & Technology

• Oversee use and optimization of dispatch, CRM, booking, GPS, and vehicle telematics systems.
• Drive digitization initiatives for reservations, invoicing, and reporting to increase efficiency and customer convenience

Qualifications

• 7+ years senior management experience in luxury ground transportation, chauffeured car service, private car hire, or related hospitality/transport operations; 3+ years in a GM/Head of Operations role preferred.
• Proven P&L responsibility and experience driving revenue growth and operational efficiency.
• Strong knowledge of fleet management, driver operations, and transportation regulations.
• Excellent client-facing skills; proven experience with high-net-worth or corporate clients and events.
• Leadership and people-management skills with a focus on coaching, retention, and service culture.
• Analytical and KPI-driven with strong financial acumen.
• Proficient with dispatch/booking systems, GPS/telematics, and standard business software.
• Valid driver's license; commercial license preferred where applicable. Background checks and drug screening required

Personal Attributes

• Impeccable professionalism, discretion, and commitment to confidentiality.
• Customer-first orientation and polished interpersonal skills.
• Decisive, organized, detail-oriented, and able to manage multiple priorities under pressure.
• Problem-solver who anticipates issues and responds proactively