Senior Facility Manager

Description Want to hear something crazy? Cars only spend 5% of their time driving. Where do they spend the other 95%? PARKED! LAZ Parking is one of the country's largest and fastest-growing parking companies. LAZ operates hundreds of thousands of parking spaces across the country. When it comes to parking, we're the experts! We are also a PEOPLE FIRST company. We often say, "Parking is our industry, but people are our passion." We aim to "create opportunities for our employees and value for our clients." If you want to join a growing company led by passionate people committed to being the best - contact us today! The Spirit of the Position: The Senior Facility Manager is the operating owner for a portfolio of Cincinnati parking facilities and customer accounts. This position leads client relationships, monthly parking administration, facility performance, staffing, financial controls and service delivery across assigned locations. The role requires a highly organized leader who can move between strategic customer management and detailed operational execution without allowing critical work to depend on one person. Current portfolio assignment: Scripps Center; Columbia 1, 2 and 3; 36 E 7th Street; Cincinnati State Technical and Community College; 3081 Harrison Avenue; and scheduling support for 3rd & Main. Portfolio assignments may change based on business needs. What Success Looks Like - Monthly parking accounts are billed accurately, access is maintained, changes are processed promptly and exceptions are resolved before they become customer problems. - Every customer knows their primary contact, receives proactive communication and sees commitments completed on time. - Assigned locations operate safely, consistently and in accordance with contract requirements, budgets and LAZ standards. - Recurring duties, deadlines and system processes are documented, assigned and supported by a trained backup. - Facility leaders and supervisors understand expectations, schedules are covered and performance issues are addressed directly and professionally. Essential Responsibilities Monthly Parking Account Management - Own the full monthly parking lifecycle, including new accounts, cancellations, transfers, refunds, rate changes, access credentials and account exceptions. - Maintain accurate parker rosters, account allocations, eligibility rules, waitlists, rates and credential status for each assigned facility. - Prepare, review and approve monthly billing files, customer reports, reconciliations, credits and supporting documentation by established deadlines. - Monitor aging, disputes, payment exceptions and unbilled items; coordinate timely resolution with customers, finance and internal support teams. - Audit billing and access systems regularly to identify inactive credentials, duplicate records, missed terminations and revenue leakage. - Document all cutoffs, source files, approvals, dependencies and recovery procedures; train at least one backup for each critical process. Client and Customer Relationship Management Serve as the primary day-to-day contact for assigned customers and act as a trusted advisor on parking operations, monthly accounts, service issues and improvement opportunities. Maintain a current understanding of each customer's decision makers, communication preferences, contract commitments, open issues and upcoming deadlines. Lead recurring customer meetings, provide accurate operational and financial reporting, and ensure follow-up items are assigned and completed. Respond to complaints and escalations with urgency, sound judgment and clear communication; identify root causes and implement lasting corrective action.