Duke University Job Descriptions
Duke Job Postings
To see if there are current openings for any of the job descriptions listed on this web site, please search Duke Jobs.
MANAGER, PARKING
Job Title: MANAGER, PARKING
Job Code: 2721
FLSA: E
Job Level: 13
Revised Date: 08/01/2021
Job Family: JF 28
Occupational Summary
The Parking Manager is responsible for managing the day-to-day operations internal and external operations of the Duke University & Health system portfolio of parking garages, surface parking lots, customer experience, maintenance, and enforcement team to ensure safe, efficient, and cost effective services for patients, visitors, employees, and students. This position is also responsible for the coordination of daily, permit holder parking and coordination with internal departments to minimize traffic congestion and prevent accidents, as well as make sure parking is a pleasant experience. Cultivating a professional, diverse, and customer-focused team, this position delivers an efficient parking operation for daily and monthly parking related activities, including special event/game day operations. The Parking 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 medical/university parking garages and surface lots, including traffic control and enforcement; manage and monitor parking systems on a daily basis, maintenance of equipment and inventor; plan, train, and direct the activities of contractors; and perform basic maintenance troubleshooting and service scheduling for equipment and Duke vehicles. This position does require some weekend/night hours.
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 inquiries, complaints and maintenance service calls received via phone, voicemail, and oversee teams responses to general 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 medical parking facilities for guests and employees by routinely reviewing customer experience data and maintenance checklists. Routinely conduct audits to evaluate services, and prepare reports and analysis of findings related to process flow, ambassador experience review, coordination with medical management team on other requests and timeliness, and quality of service.
Ensure that all medical/university facilities within purview of responsibility operates in accordance with department policy including revenue control, equipment maintenance, proper and accurate signage, and flow of parking operations; develop and implement policies and standard protocols for the issuance of parking citations, customer service ambassador guidelines parking appeals, and parking facility operations and maintenance.
Oversee management of technical/maintenance personnel to ensure that operational challenges and service call volumes are met with high efficiency timeliness; addition and execution of 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. Monitor inventory control of assets/supplies.
Oversee management customer experience personnel to include coordination and scheduling of parking needs for daily/permit parking and special events on campus 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 weekly operations and special events and in high traffic areas on campus during peak hours; the coordination, installation, and maintenance of traffic, directional, and informational signs on campus grounds; and ensuring the proper marking of assigned lots and streets.
In collaboration with the Director for Parking & Transportation Services and the systems team, 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 other management, 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-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 the medical administration team, transportation, DPD, DUPD, DFD, school of nursing, Duke Athletics, Duke vendors, and the City of Durham. Represent the university, as directed with internal and external working groups on the medical side and work to develop positive relationships within those departments. Oversee programs in place during heightened medical times for Parking and Transportation staff.
Participate in meetings on the medical side to remain current on activities including 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 the PTS operations team (customer experience, garage ambassadors, maintenance, enforcement, and adjudications) 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 and training.
Perform other related duties incidental to the work described herein.
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. This position does involve oversight of a leading medical center parking operation and assisting with campus operations.
Required Qualifications at this Level
Education/Training
Work requires a Bachelor's degree.
Experience
Requires a minimum of 4+ years of relevant or comparable professional experience in this field. Prefer direct medical or university experience in the parking/operations field.
Demonstrated commitment to providing excellent customer service and operating a complex parking organization.
Demonstrated ability to oversee a busy parking operation, provide and analyze reports, oversight, and proposals useful for decision-making; project management completion in a timely manner; strategic planning for future growth; supervising personnel (including contract employees) and managing organizational resources and time management in an effective and efficient manner.
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.
