General Manager

Job description / Role

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.