Account Supervisor

Shuttle Site Supervisor

As a hands-on leader in our parking operation, the Site Supervisor plays a key role in creating a welcoming, safe and seamless experience for our guests. This position oversees daily operations, provides technical support, monitors service excellence, and ensures client satisfaction.

From planning operational strategy to coaching their team on the curbside, the Supervisor embraces full ownership of site performance for all assigned locations. Their leadership is defined by professionalism, accountability, and a commitment to elevating both team culture and guest satisfaction.

Essential Duties and Responsibilities (including but not limited to):

Team Development & Leadership

• Motivates, leads, and coaches team to perform to the highest standard.
• Recruits and interviews candidates. Bases hiring decisions on BHH service standards and contract obligations.
• Trains new and existing staff in accordance with company procedure, ensuring service excellence.
• Meets all required deadlines for training programs, evaluations, and corrective actions.
• Conducts "Weekly Huddle" to provide feedback, review service scores, recognize team members, celebrate birthdays/anniversaries, etc.
• Actively supports fellow site leaders throughout the region, promoting organizational culture and values.
• Participates in leadership development meetings, training sessions and exercises.

Supervisory Responsibilities

• Serves as primary contact for client contact and shuttle team. Promptly notifies the direct supervisor of urgent situations as they arise.
• Primary contact for coordinating and completing fleet fueling, detailing and maintenance.
• Promptly responds to staffing shortages by arranging coverage or providing technical support.
• Ensures all site metrics are met satisfactorily, as this directly relates to client satisfaction and financial performance.
• Actively seeks ways to enhance operations; participates in process improvement, policy creation, and resource generation.
• Conducts daily time card reviews to ensure adequate staffing levels and accurate payroll reporting.
• Promptly investigates and documents vehicle damage, repair lights, traffic violations, driver policy violations, and customer complaints.
• Enforces company policy and procedures consistently. Proactively engages direct supervisor and HR Department for recommendations.
• Promptly reports any safety-related concerns to direct supervisor or Human Resources.
• Completes bi-weekly payroll for assigned team members in a timely manner.
• Maintains Site Workbook, Claim Log, and Service Reports in accordance with company policy.

• Reconciles receipts related to business purchases, such as fueling, maintenance, in accordance with company procedure.
• Makes business decisions that are financially responsible, accountable and in accordance with company policy
• Manages vendor relationships effectively.
• Performs other related duties as assigned.

Equipment Maintenance and Inventory Control

• Maintain adequate supplies for operations (inspection forms, gas cards, technology tracking, etc.)
• Adhere to maintenance schedule; promptly schedule vehicle maintenance, inspections, oil changes, etc.
• Attend relevant hospital-initiated meetings
• Ensure all devices are logged, charged, and properly logged into tracking software.

Provides technical support to all teams:

• Leads by example. Models all company qualities and behavioral standards at all times.
• Open vehicle doors, greet guests, providing a warm welcome to each and every patient or visitor.
• Promptly park and retrieve cars in accordance with company safety standards.
• Ensure the safe flow of traffic in the driveway/circle - directing traffic as needed
• Assist with wayfinding
• Handles escalated customer inquiries and complaints. Diffuses situations as they arise.
• Ensure the work environment is clean, safe and uncluttered at all times.

• Operational Flexibility - Prepared to work any assigned post as needed to maintain smooth operations and consistent service standards.
• Inspects parking areas, equipment and guest-facing spaces for cleanliness, safety and serviceability. Documents deficiencies and corrective actions accordingly.
• Inspects vehicles for cleanliness and damage, reporting findings for corrective action.
• References pre and post trip inspections to ensure procedures are followed and vehicles are in optimal condition.
• Handles escalated customer inquiries and complaints. Diffuses situations as they arise.

Required Specifications

• 2+ years in parking, transportation or related field required
• 2+ years in a leadership role required
• Proficient in G-Suite and Excel required
• 1+ years experience in recruitment and/or interviewing required
• Must have and maintain a valid drivers license and clean driving record at all times

Skills/Abilities (including but not limited to):

• Ability to drive a manual transmission, strongly preferred
• Maintains a warm, friendly and professional demeanor when working with other employees, patients and visitors
• Ability to proactively solve problems, but also knows when to ask for help
• Ability to read, understand, and communicate effectively both verbally and on paper
• For insurance purposes, must be at least 23 years of age and a clean motor vehicle record

Physical Demands

This position is regularly required to run, stand, walk and sit. You must occasionally lift and/or move objects up to 30lbs and be able to wear PPE (personal protective equipment) for the duration of their shift. This is an outdoor position and subject to all weather conditions.