Parking Operations Manager

The Operations Manager is responsible for the overall leadership, staffing, guest experience, financial performance, and day-to-day operation of assigned parking facilities and mobility programs. This position leads frontline teams, ensures exceptional customer service, maintains compliance with company and client standards, and drives operational excellence through effective workforce management and client engagement.

The Operations Manager serves as the primary leader for assigned locations and is responsible for developing employees, maintaining staffing levels, controlling expenses, achieving financial objectives, and fostering strong client relationships.

This position requires a highly flexible schedule and the ability to respond to changing operational needs. Work hours and days may vary from week to week based on staffing demands, special events, operational requirements, and client needs. The Operations Manager is expected to work weekends, evenings, and most company-observed holidays when required to support the operation.

Key Responsibilities

Operational Leadership

• Direct and oversee daily operations to ensure efficient service delivery and compliance with company standards.
• Monitor operational performance and implement improvements that enhance productivity, service quality, and customer satisfaction.
• Conduct regular site inspections to ensure cleanliness, safety, equipment functionality, and overall operational readiness.
• Resolve operational issues, customer concerns, and service disruptions in a timely and professional manner.
• Ensure accurate implementation of company policies, procedures, and client requirements.

Staffing, Recruitment, and Workforce Management

• Recruit, interview, hire, train, and retain qualified team members.
• Develop staffing plans that support operational requirements while controlling labor costs.
• Create and manage employee schedules based on business needs and service expectations.
• Monitor attendance, performance, productivity, and employee accountability.
• Maintain adequate staffing coverage for regular operations, weekends, holidays, and special events.
• Support employee development through coaching, training, performance feedback, and succession planning.

Guest Experience and Customer Service

• Promote a culture focused on hospitality, professionalism, and exceptional customer service.
• Respond to customer feedback and service concerns with urgency and professionalism.
• Ensure employees consistently provide a positive and welcoming experience for guests.
• Identify opportunities to improve customer satisfaction and service quality.
• Maintain strong relationships with tenants, visitors, clients, and community stakeholders.

Financial Management

• Manage operational expenses and labor costs within approved budgets.
• Review financial performance and identify opportunities to improve profitability and efficiency.
• Monitor payroll, scheduling, overtime, and staffing utilization.
• Ensure accurate reporting, documentation, and administrative records.
• Support revenue growth initiatives while maintaining service standards.

Client and Stakeholder Relations

• Serve as the primary point of contact for assigned client relationships.
• Conduct regular meetings with clients and provide operational updates and performance reporting.
• Address client concerns and develop solutions that meet operational and contractual expectations.
• Collaborate with internal departments and external partners to support business objectives.
• Maintain positive, professional, and productive client relationships.

Safety and Compliance

• Ensure compliance with company policies, client requirements, and applicable regulations.
• Promote a safe work environment and address hazards promptly.
• Investigate incidents, document findings, and implement corrective actions as needed.
• Maintain required operational records and complete all reporting requirements accurately and on time.

Skills, Knowledge and Expertise

Qualifications

• Bachelor's degree preferred or equivalent combination of education and management experience.
• Minimum of 3-5 years of leadership or operations management experience.
• Experience managing staffing, scheduling, labor budgets, and employee performance.
• Strong customer service, communication, and relationship-building skills.
• Ability to analyze operational and financial information and make sound business decisions.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Demonstrated ability to lead teams in a fast-paced service environment.
• Valid driver's license and acceptable driving record, if required.

Knowledge, Skills, and Abilities

• Strong leadership and employee development capabilities.
• Effective verbal and written communication skills.
• Proven problem-solving and decision-making abilities.
• Ability to prioritize multiple responsibilities and adapt to changing operational demands.
• Strong organizational and time-management skills.
• Ability to maintain professionalism in challenging situations.
• Financial and operational acumen with a focus on results and accountability.

Work Environment and Schedule Requirements

• Frequent walking, standing, and movement throughout operational areas.
• Ability to work indoors and outdoors in varying weather conditions.
• Occasional lifting, carrying, and moving of equipment or materials as required.
• Availability to work a flexible schedule that may change weekly based on operational demands.
• Ability to work evenings, weekends, special events, and most holidays.
• Ability to respond to urgent operational matters outside of standard business hours when necessary.

Performance Expectations

Success in this role is measured by:

• Maintaining appropriate staffing levels and minimizing turnover.
• Delivering exceptional guest and client satisfaction.
• Achieving operational, financial, and service objectives.
• Developing and retaining high-performing employees.
• Ensuring compliance with company, client, and safety standards.
• Supporting a positive culture centered on accountability, teamwork, and service excellence.

Benefits

Join our team and enjoy an outstanding benefits package, including:

Generous Paid Time Off: Enjoy 20 days of paid time off, plus 8 paid holidays, so you can rest and recharge. Comprehensive Health Plans: Access top-notch Medical, Dental, and Vision coverage for you and your family. Life and Disability Insurance: Company paid basic life and Short-Term Disability to secure your future with essential protection for you and additional options for your loved ones. 401(k) Plan: Benefit from a generous employer match with immediate vesting to help you save for retirement. Employee Assistance Program: Access behavioral Health Care to assist with personal needs for you and your family members. Parental and Caregiver Leave: Enjoy time off to support your growing family or care for loved ones