Position Summary The Operations Manager is responsible for the full oversight and execution of daily motor coach operations, including dispatch, driver management, and terminal operations. Reporting to the General Manager, this role provides direct leadership to Dispatch Coordinators, and other operations support staff, and drivers in a unionized and non-unionized environment.

This position serves as the central operational authority for day-to-day activities, ensuring service reliability, regulatory compliance, and team performance. The Operations Manager is accountable for managing front-line operations independently while partnering with Human Resources on employee-related matters. The General Manager serves as a strategic resource and escalation point.

Core Responsibilities

1. Operational Leadership & Dispatch Oversight

- Direct and oversee all daily dispatch operations executed by Dispatch Coordinators and support staff.
- Ensure all trips are properly scheduled, staffed, equipped, and executed.
- Monitor dispatch accuracy, trip readiness, and communication across all services.
- Take control of complex or high-impact operational issues; with sensitivity to Union and non-Union roles
- Ensure consistent communication between dispatch, drivers, and leadership.
- Ensure drivers are provided with complete and accurate trip details, documentation, and instructions prior to departure.

1. Driver Management & Performance Accountability

- Directly manage all drivers, including performance, attendance, and conduct.
- Escalate safety sensitive issues to Safety & Training Manager
- Ensure drivers are properly assigned, informed, and prepared for all trips.
- Monitor driver performance and operational reliability.
- Identify performance issues and initiate corrective action processes in consultation with Human Resources and Safety & Training Manager
- Work in partnership with Human Resources on disciplinary actions, investigations, and terminations.
- Support recruitment, onboarding, and training initiatives in coordination with Human Resources.

1. Team Leadership - Operations Staff

- Lead and manage Dispatch Coordinators and support staff.
- Establish clear expectations for dispatch execution, communication, and escalation.
- Provide training, coaching, and performance management.
- Ensure appropriate staffing coverage across all operational hours.




- Foster a culture of accountability, responsiveness, and problem-solving.

1. Facility Oversight

- Oversee operations of the Cambridge & London facility
- Ensure coordination between dispatch, drivers, and wash bay operations.
- Maintain standards for cleanliness, organization, and professionalism.
- Ensure vehicles are properly staged, positioned, and fully prepared for all scheduled departures.

1. Compliance & Safety

- Ensure operational compliance with all applicable regulations (HOS, CVOR, safety standards).
- Enforce company safety policies and procedures.
- Oversee driver log compliance and operational documentation.
- Lead operational response to incidents and safety concerns in consultation with Safety & Training Manager
- Partner with Human Resources and leadership on incident investigations and corrective actions.
- Maintain accurate operational records, including driver performance, incidents, roadside failures, service disruptions, and coordination with maintenance activities.
- Maintain and review records of roadside failures, service disruptions, and after-hours calls, identifying trends and implementing corrective actions. Operational performance summaries are provided to the General Manager on a regular basis.
- Enforce clear standards for after-hours communication, ensuring escalation is limited to urgent operational issues and reducing unnecessary disruptions.

1. Operational Efficiency & Continuous Improvement

- Identify inefficiencies in dispatch, driver utilization, and fleet coordination.
- Collaborate with the fleet maintenance team to ensure coaches are maintained to expectations and available as needed.
- Proactively suggest and develop new processes, tools, or operational approaches to improve efficiency, reduce costs, and strengthen service reliability.
- Implement approved process improvements and monitor their effectiveness.
- Monitor operational performance and adjust workflows as needed.
- Support implementation of new systems and operational tools

1.



Customer Service & Issue Resolution

- Act as escalation point for operational service issues and customer concerns.
- Ensure timely resolution of delays, service failures, or disruptions.
- Coordinate internally to maintain service standards and client satisfaction.

1. After-Hours Escalation & Emergency Support

- Serve as the primary escalation point for after-hours operational issues beyond Dispatch Coordinators and support staff.
- Provide guidance and decision-making for urgent situations, including breakdowns, delays, staffing issues, or incidents.
- Escalate major or high-risk issues to the General Manager, including serious accidents, significant safety concerns, or situations with material operational or legal consequences.

1. Additional Responsibilities

- Perform additional operational duties and special projects as reasonably assigned by the General Manager, consistent with the scope and level of the role.

Qualifications & Requirements

- Experience in a leadership role within transportation, logistics, or motor coach operations
- Strong understanding of dispatch systems, driver management, and regulatory requirements
- Proven ability to lead both field and office-based teams
- Strong leadership, communication, and decision-making skills
- Ability to manage high-pressure situations calmly and effectively
- Solid organizational and problem-solving abilities
- Proficiency with dispatching and operational software systems
- Valid driver’s license with a clean driving record

The above is not exhaustive. Other related duties and tasks may be required of an employee who holds this position. Additionally, elements of this position may change, and new elements may be assigned at any time without notice within the scope of this position. Fortress Coach Partners is committed to accessibility and inclusion and welcomes applications from all. Accommodation is available on request at all stages of the recruitment process.

Pay: $70,000.00-$90,000.00 per year

Benefits

- Dental care
- Life insurance
- Vision care

Ability to commute/relocate:
- Cambridge, ON N3H 5T7: reliably commute or plan to relocate before starting work (required)

Experience:
- motor coach industry: 5 years (required)

Willingness to travel:
- 25% (preferred)

Work Location: In person

📌 Operations Manager (Cambridge)
🏢 Fortress Coach Partners
📍 Cambridge