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OPERATIONS MGR, PARKING

Job Title: OPERATIONS MGR, PARKING
Job Code: 1903
FLSA: E
Job Level: 12
Revised Date: 03/01/2022
Job Family: JF 28

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Occupational Summary

The Parking Operations Manager is responsible for managing the day-to- day operations of the Duke University and DUHS portfolio of parking garages and surface parking lots to ensure safe, efficient, and cost- effective services for patients, visitors, employees, and students. Cultivating a professional, diverse, and customer-focused team, this position delivers an efficient parking operation that relies extensively on industry standard systems for control and efficiency. The Parking Operations Manager will also bear responsibility for managing the hardware and software of the parking operation and 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 and Transportation standards.

Work Performed

Manage day-to-day operations of all parking garages and surface lots, including parking software, gate hardware, game day traffic control and parking. Manage and monitor parking systems on a daily basis to include the maintenance of equipment and inventory control; plan, train and direct the activities of contractors; and perform basic maintenance troubleshooting and service scheduling for departmental vehicles.

Create and promote 'Teamwork, Safety First, and Service Excellence' initiatives to improve the patient, visitor, employee, and student experience. Utilize parking 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 prepare reports and analysis of findings related to process flow, timeliness and quality of service. Ensure all pay stations, pay via mobile phone and gates are operational daily.

Ensure that all facilities within purview of responsibility operates in accordance with company policy including revenue control, equipment software and maintenance, proper and accurate signage, and flow of parking operations. Develop and implement policies and standard protocols for parking facility operations and maintenance.

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 facilities (garages and surface lots) repairs. Conduct regular field audits to evaluate functionality through testing of parking equipment.

In collaboration with leadership for Parking and Transportation Services plan for service and upgrades, conduct and evaluate audits on data received from parking counts and transactional and revenue data. Establish and maintain standards for all services with benchmarking against peer institutions. Prepare reports and analysis of findings and revenue projections based on collected counts and transactional and revenue data.

Work closely with finance and the director of Parking and Transportation Services to determine fiscal requirements, make projections and develop annual operating and capital budgets that will also serve to support formation of the appropriate fee structures required to sustain the integrity of parking operations and build reserves for future campus parking requirements.

Participate in departmental strategic planning and development. Work to establish effective short and long-term goals for parking operations and devise methods to improve the overall effectiveness of parking services and programs.

Act as a liaison of Parking and Transportation Services with University and Medical Center administrators and planning offices, DUHS, Duke Athletics, Duke Vendors and the City of Durham. Represent the university, as directed, on high-level internal and external working groups and work to develop positive relationships within those departments. Maintain close relationships with city parking and transportation providers to ensure coordination of efforts and identify opportunities for shared services.

Participate in meetings throughout organization and in conjunction with facilities group regarding infrastructure improvements and provide solutions to parking management. Identify and implement best practices to facilitate process and service improvements in the daily operation. Understand, develop and enhance parking software and hardware for the future.

Manage the PTS operations team to include hiring, coordination of daily operations, technical operations of software and hardware, radio systems, 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 and training.

Perform other related duties incidental to the work described herein.

Required Qualifications at this Level

Education/Training

Work requires a Bachelor's degree; advanced degree preferred.

Experience

Requires a minimum of 3+ years of relevant or comparable professional experience, preferably in a university or medical center parking setting.

Experience with parking software/hardware of T2 Flex and PARCS preferred. Experience with electrical and mechanical fault diagnostics preferred. Project management experience and construction management a plus.

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.