Operations Manager

Job Description

Job Description

Position Summary

The Operations Manager is responsible for the overall management, coordination, and supervision of daily marina operations, maintenance activities, office administration, customer service functions, and parking operations. This position provides direct leadership to Marina Attendants and Customer Service staff, ensuring safe, efficient, and customer-focused operations throughout the marina and Port facilities.

As a working manager, the Operations Manager actively supports frontline operations, assists in the marina office, and works alongside staff in the field when needed. This role balances employee leadership, operational oversight, facility maintenance, financial accountability, and exceptional customer service while ensuring Port facilities remain safe, welcoming, and well-maintained.

Essential Duties and Responsibilities

Leadership and Staff Management

• Provide day-to-day leadership, supervision, coaching, training, scheduling, and performance management for Marina Attendants and Customer Service staff.
• Foster a positive workplace culture that emphasizes safety, teamwork, accountability, professionalism, and excellent customer service.
• Establish clear performance expectations and ensure staff have the tools, training, and support necessary for success.

Marina and Facility Operations

• Direct and oversee daily operations of the Port’s primary revenue-generating services, including:
• • Guest and permanent moorage
  • Marina reservations
  • Fuel dock services
  • Parking operations
  • Customer accounts and billing
  • Point-of-sale transactions
  • Special events and public access activities

• Prioritize work assignments, coordinate staffing schedules, and ensure operational and customer service objectives are met.

• Serve as the primary management contact for operational issues, customer concerns, emergencies, and problem resolution.

Facility Maintenance and Asset Management

• Ensure docks, grounds, restrooms, buildings, utilities, vehicles, equipment, and marina infrastructure are maintained in a safe, clean, functional, and customer-ready condition.
• Plan and coordinate routine maintenance, inspections, repairs, preventive maintenance programs, and operational projects.
• Manage inventories of tools, supplies, equipment, uniforms, fuel, and other operational resources to ensure availability and cost-effective utilization.

Parking and Public Access Management

• Oversee parking operations, payment systems, signage, enforcement coordination, customer inquiries, and public access activities.
• Ensure compliance with Port policies and promote a positive visitor experience.

Emergency Response and Safety

• Coordinate operational responses to emergencies, severe weather events, utility interruptions, environmental incidents, and facility failures.
• Support implementation of safety programs and emergency procedures to protect employees, customers, facilities, and the environment.
• Participate in crisis management planning, training, and response activities.

Performance and Continuous Improvement

• Monitor occupancy levels, reservations, revenues, staffing needs, customer feedback, and operational performance metrics.
• Identify opportunities to improve efficiency, customer satisfaction, service delivery, and financial performance.
• Assist with capital improvement projects, special events, seasonal programs, and asset management initiatives.

Other Duties

• Perform other duties and responsibilities as assigned.

Computer Proficiency and Technology Skills

Demonstrated proficiency using computer systems and software applications required to support marina operations, customer service, financial transactions, record keeping, and administrative functions. Ability to learn and effectively utilize new technologies and marina management systems.

• Proficient in Microsoft Office 365 applications, including Outlook, Word, Excel, Teams, and SharePoint.
• Experience using point-of-sale (POS), reservation, permitting, or marina management software.
• Ability to maintain accurate electronic records, prepare reports, analyze operational data, track revenues, occupancy, maintenance activities, and customer information.
• Experience using computerized parking management, payment processing, and accounting systems.
• Skilled in utilizing technology to improve operational efficiency, customer service, communication, and reporting.
• Ability to train staff on software applications, business processes, and technology systems used in daily operations.

Knowledge, Skills, and Abilities

Leadership

Demonstrated ability to lead, motivate, mentor, and develop employees while promoting accountability, teamwork, and professional performance.

Planning and Organization

Ability to effectively prioritize and coordinate daily operations, maintenance activities, seasonal workloads, special events, and long-range projects.

Financial Acumen

Understanding of operational budgets, cost control, resource management, and revenue-generating activities. Ability to recommend practical and fiscally responsible improvements.

Communication

Strong verbal and written communication skills, including the ability to communicate effectively with employees, tenants, customers, contractors, public agencies, and the general public.

Customer Service

·         Commitment to delivering exceptional customer experiences and continuously improving service quality.

·         Operational Excellence

·         Strong attention to detail, quality standards, safety practices, and continuous process improvement.

Collaboration

Ability to build productive working relationships with coworkers, vendors, regulatory agencies, tenants, contractors, and community stakeholders.

Initiative

Self-motivated with the ability to make sound decisions, solve problems, adapt to changing priorities, and successfully manage multiple responsibilities.

Technical and Professional Knowledge

Knowledge of facility and marina operations, maintenance practices, equipment operation, and basic mechanical systems. Demonstrates integrity, dependability, sound judgment, and confidentiality.

Minimum Qualifications

• Associates’ degree in Business Administration, Operations Management, or a related field (or equivalent work experience).
• Minimum of five (5) years of supervisory or management experience.
• Customer Service
• Valid Washington driver's license with an acceptable driving record.

Preferred Qualifications

• Experience in marina, waterfront, parks, public works, hospitality, property management, or similar operational environments.
• Experience managing customer service operations and revenue-generating facilities.
• Knowledge of marina operations, boating environments, and waterfront safety practices.

Working Conditions and Physical Requirements

This position works in both office and outdoor environments throughout the year and in all weather conditions, including rain, snow, heat, and cold. Work is regularly performed on docks, waterfronts, vessels, and marina facilities where surfaces may be slippery, uneven, moving, inclined, or elevated above water.

The position requires the ability to sit, stand, walk, bend, kneel, climb, reach, operate vehicles and equipment, and lift or move up to 100 pounds. Visual acuity, depth perception, color vision, peripheral vision, and the ability to hear warning signals and other indicators of hazardous conditions are required.

The normal work schedule is primarily daytime; however, work hours may vary seasonally and may require evenings, weekends, and holidays. The Operations Manager must be available to respond to urgent operational issues and emergencies outside of regular business hours and participate in an on-call rotation as needed.

Additional Requirements

• Successful completion of background and credit checks upon hire and periodically thereafter.
• Knowledge of fire prevention, environmental protection, and marina safety practices.
• Participation in Crisis Management and emergency response training programs.
• Familiarity with procedures related to fuel spills, vessel emergencies, fires, accidents, thefts, and other emergency situations.
• Ability to safely operate boats, vehicles, hand tools, power tools, and other equipment used in marina operations while utilizing appropriate personal protective equipment.

Benefits

• Medical, dental, vision, and life insurance
• Employee Assistance Program (EAP)
• Washington State PERS Retirement Plan
• Deferred Compensation Plan
• Paid vacation
• Paid sick leave
• Paid holidays
• Personal leave