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General Manager / VP of Operations

Elmhurst, Illinois, United States
August 28, 2017

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James Schwartz...

*** ***** ****** ****** • Elmhurst, IL 60126 • 630-***-**** •


Vigilant executive with time-tested performance-driving efficiency, growth and profitability in fast- paced, service-intensive businesses, which includes an extensive background in the transportation and sightseeing industries. Results-driven P&L leader backed by a history of managing businesses at the top level, overseeing as many as 400+ employees across multiple functions and locations. Significant expertise planning and executing major business transformations that includes the turnaround of a struggling company and the start-up/expansion of a new business division. Demonstrates excellent general management skills in the areas of operations, financial management, strategic planning, processes and procedures, budgeting and reporting, and client relations.


Business Start-up, Growth and Expansion: Led start-up of new Megabus division at Coach USA, which has grown from an operation with 18 buses and 30 drivers to 60 buses and 150+ drivers in a period of 10 years.

New Business Development: Prepared and submitted bid that resulted in a contract award of approximately $2.5M in new casino tour business at Coach USA Chicago.

Value-Added Service: Spearheaded and developed Guide Book for sightseeing tour customers, featuring maps, narratives and ads/coupons for local attractions and restaurants, which in addition to providing a value-added service to customers, yielded net-positive advertising revenue above cost of printing.

Process-Improvement: Implemented use of dedicated managers to oversee the interviewing, hiring and training process during seasonal ramp-up periods, which maximized efficiency and reduced costs of this critical, time-consuming process.

Competencies that Deliver a Strong Competitive Advantage

Multisite Operations Management

Cross-Functional Leadership

P&L Management Budgeting

Contract Negotiations and Management

Sales New Business Development

Business Transformation Turnaround

Strategic Planning Execution

Client Relationship Management

Corporate Growth Expansion

Process Innovation and Improvement

Logistics Planning and Management

Human Resources Talent Acquisition

Management Development

Employee Leadership and Training

Career Path of Transformational Leadership

COACH USA INC, Chicago, IL 2002 – 2016

Progressive tenure with this holding company for various transportation service providers, including Megabus, an intercity bus service established in 2006, Chicago Trolley & Double Decker Co., the largest tourism transportation company in the Midwest, and Coach USA Chicago, a local charter service company that ceased operations in 2011. GENERAL MANAGER – CHICAGO TROLLEY & DOUBLE DECKER CO./MEGABUS (2013 – 2016) Directed daily operations of two very different companies that generated total annual revenues of $15M (Chicago Trolley) and $40M (Megabus), with full P&L responsibility for each company. Oversaw all departments, which included Operations, Safety, Maintenance, Accounting, Sales and Marketing, and Human Resources. Organized and created annual budget and annual financial reporting for both companies, supervised seven direct reports overseeing a total of 400+ employees.

Drive significant growth with pool of advertisers by building a stronger Internet marketing presence for Chicago Trolley.



James Schwartz Page 2

Oversaw development of new mobile-friendly website in 2016, which replaced existing 14-year old site; worked with developer in designing site features.

Built affiliate partnerships with local attractions, such as Willis (Sears) Tower, and with international travel promotion companies, such as Expedia.

Spearheaded and led transition from pre-printed tickets to a handheld ticketing system, which increased ticket sales by an average of 3–5% per year from 2006 – 2010; Identified the manufacturer, programmed the equipment, and provided training on usage in the field.

Liaised with customers to follow-up on any service-related issues. VICE PRESIDENT OF OPERATIONS – CHICAGO TROLLEY & DOUBLE DECKER CO. (2006 – 2010) Managed all aspects of daily sightseeing tour operations, serving as “right-hand” partner to the General Manager. Managed the contract with the Chicago’s Free Trolley system and provided weekly ridership numbers to city officials, as primary liaison between the company and the City of Chicago.

Increased staffing of drivers, tour guides and ticket sales agents each year to meet the increased demands of peak summer season.

Developed and managed operational systems to ensure that daily staff requirements and fleet vehicle maintenance needs were met.

Enhanced customer service levels by continually analyzing transportation operations, identifying inefficiencies, and implementing new procedures to eliminate them.

Developed and implemented a Guide Book (still in use today) for all ticketed sightseeing customers, which featured maps, articles and ads/coupons for local attractions and restaurants. GENERAL MANAGER – MEGABUS (2006)

Led the start-up of this new division that was the first hub-and-spoke transportation system of its kind in the Midwest. This business has since grown into five divisions across the US. Managed all aspects of daily operations, ensuring full compliance with DOT regulations and laws, as well as with all applicable legal, HR and safety requirements. GENERAL MANAGER – COACH USA CHICAGO (2002 – 2006)

Served as primary point of contact and communication for customers regarding contracts at this local fixed line charter service. Participated in the production and submission of all bids for contracted business with new and retained business.

Submitted bid and won contract for new casino tour business, representing ~$2.5M revenue, leveraging knowledge of the business honed through other experience. EARLIER CAREER EXPERIENCE: Initially served as Operations Manager with Chicago Motor Coach Co. After the company was sold to Travel Ways Inc. (renamed Chicago Charter Express) in 2000, retained as General Manager. Education

BA, Communications – Purdue University

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