OPERATIONS MANAGER

Operations Manager

The Operations Manager is responsible for the day-to-day execution, performance, and financial health of assigned parking and transportation locations. This role serves as the primary operational owner, ensuring teams & all services at the facility are properly staffed, trained, compliant, financially accountable, and delivering service that meets or exceeds client expectations.

Success in this role requires strong leadership & proactive management capabilities, disciplined service execution within a structured environment, comfort with data, budgets, P&Ls, and KPIs, capable of implementing maintaining & adhering to service standards, and the ability to lead from the front when necessary (yes, sometimes that means jumping in when the bench is empty).

Key Seat Functions & Responsibilities

1. Leading, Managing & Accountability (LMA)

The Operations Manager is accountable for leading, managing, and holding all assigned team members accountable to company standards and seat expectations.

• Leading location teams through clear expectations, consistent follow-up, and performance accountability
• Creating, managing, and adjusting schedules to meet operational demand and staffing models
• Managing overall location performance as defined by COO expectations and vehicle/seat numbers
• Interviewing, onboarding, evaluating, and developing team members
• Providing continuous training and reinforcement of service, safety, and operational standards
• Filling in operationally when no on-call personnel are available to cover absences
• Building leadership depth at the location level to allow delegation, elevation, and scalability

Effective LMA execution enables the Operations Manager and location leadership to focus more time on client relationships and service excellence rather than constant firefighting.

2. Client & Customer Service Management

The Operations Manager owns the client relationship and customer service performance at each assigned location.

• Managing day-to-day client relationships and acting as the primary operational point of contact
• Ensuring consistent, high-quality customer service delivery across all shifts
• Driving customer engagement initiatives, including survey participation and feedback programs
• Monitoring service trends and implementing corrective actions when service levels fall below expectations
• Supporting client retention through proactive communication and issue resolution

3. EOS / COO Implementation & Management

The Operations Manager is responsible for executing the company's Operating System (EOS) and all COO-defined expectations at the location level.

• Ensuring all assigned COO action items are completed accurately and on time
• Leading and participating in weekly operational huddles
• Managing locations in alignment with documented EOS standards and processes
• Conducting ongoing client meetings to review performance, expectations, and improvements
• Ensuring consistent execution of client-specific operating plans

4. Risk Management & Compliance

The Operations Manager ensures operational integrity through accurate reporting, compliance, and risk oversight.

• Ensuring all operational data from every shift is captured accurately in company systems
• Maintaining timely and accurate KPI reporting to track trends and resource utilization
• Providing required reports to clients in accordance with their COO or contractual requirements
• Identifying operational risks and implementing corrective or preventative actions
• Supporting compliance with company, client, and regulatory standards

5. Financial Management

The Operations Manager is responsible for financial performance across all assigned locations, as defined by approved seat numbers and budgets.

• Managing revenue performance and revenue protection
• Controlling expenses and ensuring alignment with approved budgets
• Developing and forecasting operating budgets for assigned facilities
• Ensuring contractual revenue and expense performance is achieved
• Overseeing purchasing of supplies, services, and equipment required for operations
• Managing and developing team members with financial responsibilities within their scope

Required Skills & Competencies

• Proven leadership experience in parking, transportation, hospitality, or multi-site service operations
• Proven experience implementing service standards & corporate brand ID at remote client locations
• Strong understanding of staffing models, demand analysis, scheduling, and labor management
• Ability to effectively delegate service task to team members in order to drive minimum contract SLAs
• Comfort with KPIs, financial reports, budgeting, forecasting, and performance dashboards
• Ability to balance client expectations with operational realities while increasing client engagement and satisfaction scores
• Strong communication, proactive follow-up, perseverance, and accountability skills
• Willingness to be hands-on when operational conditions require it

Physical & Operational Requirements

• Ability to work flexible hours, including early mornings, evenings, weekends, and holidays
• Ability to be on-site and active within operational environments
• Ability to manage service remotely through data platform
• Ability to respond to operational emergencies as required

What Success Looks Like

• Locations are fully staffed, trained, service demand met and operating within budget
• Clients are engaged, informed, and confident in service delivery
• KPIs are accurate, timely, and improving
• Service reports are accurate, timely, and improving
• Teams understand expectations and are held accountable to seat numbers and service delivery
• Operations run smoothly without constant escalation or heroics from management team
• Management fully utilizing service model to oversee and manage service delivery

Required Skills, Experience & Traits

• Minimum 5 years in management & progressive leadership capacity
• Minimum 3 years experience in Remote Client Management Services
• Minimum 1 year experience developing implementing & utilizing service P&L, Budget Management, Demand Analysis, Service KPI
• Minimum 3 Years Experience Implementing Corporate Service Brand and Service Model to remote client locations
• Bachelors Degree in Business Administration, Finance, Accounting, and Management (Preferred)