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SENIOR MGR, PARKING
Job Title: SENIOR MGR, PARKING
Job Code: 1002
FLSA: E
Job Level: 14
Revised Date: 12/01/2022
Job Family: JF 28
Occupational Summary
The Senior Parking Manager is responsible for managing the day-to-day operations of the Duke University and portfolio of medical parking garages and surface parking lots to ensure safe, efficient, and cost- effective services for patients, visitors, employees, and students. This position is also responsible daily and permit vehicular and pedestrian traffic to minimize traffic congestion and prevent accidents, as well as oversight of our maintenance and technical team and events operations. Cultivating a professional, diverse, and customer-focused team, this position delivers an efficient parking operation for daily and monthly parking related activities, including game day operations. The Senior Parking Operations Manager will also bear responsibility for ensuring that customer satisfaction is maximized by fostering a work environment that values and promotes diversity, integrity, collegiality, collaboration, and a "Teamwork, Safety First, and Service Excellence" approach, maintaining the highest level of service thresholds and initiatives that are aligned with Parking & Transportation standards.
Work Performed
Manage day-to-day operations of all parking garages and surface lots, including game day traffic control and parking; manage and monitor parking systems on a daily basis, maintenance of equipment and inventory, and parking enforcement programs; plan, train, and direct the activities of contractors; and perform basic maintenance troubleshooting and service of existing equipment and coordinator with all internal departments.
Create and promote "Teamwork, Safety First, and Service Excellence" initiatives to improve the patient, visitor, employee, and student experience. Utilize systems designed to document and track resolution of all customer complaints and maintenance service calls received via phone, voicemail, and TranPark customer service emails. Gather, review and verify the timely and accurate completion of daily reports as they relate to parking operations. Ensure the safety and security of every parking facility for guests and employees by routinely reviewing maintenance checklists. Routinely conduct audits to evaluate services and analysis of findings related to process flow, timeliness, and quality of service.
Ensure that all facilities within purview of responsibility operates in accordance with company policy including revenue control, equipment maintenance, proper and accurate signage, and flow of parking operations; revise, develop and implement policies and standard protocols for the departmental regulations.
Oversee management of the customer service and garage operations.
Oversee management of maintenance personnel to ensure that operational challenges and service call volumes are met with high efficiency timeliness; develop and execute a preventative maintenance program to manage parking facility (garages and surface lots) repairs; and conduct regular field audits to evaluate functionality, through testing, of parking equipment.
Oversee management of special events and enforcement personnel to include scheduling of parking needs for special events as well as construction and other causes for displacement of parking; implementation of controls to minimize the occurrence of parking in unauthorized locations; provision of vehicular and pedestrian traffic control during special events and in high traffic areas on campus during peak hours; the oversight and coordination, installation, and maintenance of traffic, directional, and informational signs on campus grounds; and ensuring the proper marking of assigned lots and garages.
In collaboration with the Director for Parking & Transportation Services and other management, plan, conduct, and evaluate audits on parking counts, utilization, transaction and revenue data through regular field audits of parking facilities and parking revenue collection. Establish and maintain standards for all services with benchmarking against peer institutions. Prepare reports and analysis of findings and revenue projections based on collected count, utilization, transaction and revenue data.
Work closely with financial team to determine fiscal requirements, make projections, and develop mutual operating and capital budget figures that will also serve to support formation of the appropriate fee structures required to sustain the integrity of parking operations to pay off debt and build reserves for future campus parking requirements.
Participate in departmental strategic planning and development, work to establish effective short and long-range goals for parking operations and devise methods to improve the overall effectiveness of parking services and programs.
Act as a liaison for Parking Services with University and Medical Center administrators and planning offices, DUHS, Duke Athletics, Duke vendors/ contractors and all internal departments. Represent the university, as directed, on high- level internal external working groups and work to develop positive relationships within those departments. Maintain close relationships with the transportation and facilities departments to ensure coordination of efforts and identify opportunities for shared services.
Participate in relevant professional associations to remain current on industry knowledge and skills; identify and implement best practices, as appropriate, to facilitate process and service improvements; and use data and metrics to measure and define levels of success.
Manage PTS team (maintenance, special events, enforcement, and customer service) to include hiring, coordination of daily operations, directing projects and work assignments, conducting performance appraisals, issuing disciplinary actions, resolving conflicts, approving leave requests, editing timecards, and ensuring the provision of appropriate professional development training.
Perform other related duties incidental to the work described herein or as assigned by Director.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Required Qualifications at this Level
Education/Training
Work requires a Bachelor's degree.
Experience
Requires a minimum of 7 years of relevant or comparable professional experience.
Demonstrated commitment to providing excellent customer service.
Demonstrated ability to provide and analyze reports, budgets, and proposals useful for decision-making; project management; strategic planning; supervising personnel (including contract employees) and managing organizational resources in an effective manner.
OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.
Skills
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
