Senior Facility Manager

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.' 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. Support renewals, budgets, proposals, rate strategies, revenue initiatives and operational changes in partnership with market leadership. Portfolio and Facility Operations Provide direct oversight of assigned facilities, including daily operations, equipment, access control, signage, cleanliness, maintenance, security coordination, incident follow-up and vendor performance. Conduct routine site inspections and maintain clear action plans for safety concerns, equipment failures, maintenance issues and customer-impacting conditions. Ensure PARCS, LPR, validation, enforcement and access-control systems are operating properly and that administrator and emergency-recovery access is maintained. Coordinate operational plans for events, construction, service interruptions, semester transitions and other location-specific needs. Maintain strong working relationships with vendors, building management, campus partners, tenants, internal departments and emergency contacts. Leadership, Staffing and Scheduling Lead, coach and hold accountable assigned facility managers, supervisors, attendants and support personnel. Establish clear expectations, conduct regular check-ins, recognize strong performance and address performance or conduct concerns promptly. Ensure staffing plans and schedules meet minimum coverage requirements while controlling overtime and responding effectively to call-offs and special events. Oversee scheduling support for 3rd & Main, including availability, coverage, schedule publication, timekeeping corrections and payroll cutoffs. Build bench strength by cross-training team members and ensuring no critical operational or administrative process depends on a single employee. Financial, Administrative and Compliance Responsibilities Monitor location performance against budget, explain variances and implement practical plans to protect revenue and control expenses. Review invoices, purchase orders, vendor commitments, payroll and other location expenses for accuracy and proper approval. Maintain organized and accessible records, including contracts, rate sheets, customer reports, rosters, meeting notes, incident documentation, SOPs and project files. Ensure compliance with LAZ policies, customer requirements, safety procedures, cash-handling controls, employment practices and applicable laws and regulations. Participate in emergency response, incident investigation and corrective-action follow-up as required. Required Qualifications Five or more years of progressive experience in parking, facility operations, property management, hospitality, transportation or a comparable service environment. Three or more years of experience managing customer accounts, operating teams or multiple locations. Demonstrated experience with billing, account reconciliation, recurring deadlines and detail-sensitive administrative work. Strong written and verbal communication skills, including the ability to lead customer meetings and resolve escalated concerns. Proficiency with Microsoft Outlook, Excel, Word and shared-document platforms; ability to learn parking, access-control, scheduling and financial systems. Valid driver's license and ability to travel regularly between Cincinnati-area locations. Ability to work a flexible schedule and respond to occasional night, weekend or emergency operating needs. Preferred Qualifications Experience administering monthly parking accounts or recurring customer billing. Experience with PARCS, LPR, validation, enforcement, access-control or parking reservation technology. Experience managing operations in commercial office, campus, mixed-use or high-volume garage environments. Bachelor's degree in business, operations, hospitality or a related field; equivalent relevant experience will be considered. Core Competencies Ownership and Accountability: Follows through, communicates early and does not allow important work to become ownerless. Customer Judgment: Balances responsiveness, contract requirements, operational realities and long-term customer trust. Organization and Accuracy: Manages multiple deadlines, locations, accounts and systems without losing critical details. Leadership Courage: Sets expectations, gives direct feedback and handles difficult conversations respectfully. Operational Urgency: Recognizes what must be solved immediately and what can be delegated, scheduled or deferred. Process Discipline: Documents recurring work, creates backups and improves systems so results are repeatable. Physical and Working Requirements Regularly move throughout parking garages, surface lots, office spaces and customer properties, including walking stairs and working around vehicle traffic. Ability to remain standing or walking for extended periods during inspections, events or operational response. Ability to lift and carry up to 25 pounds when supporting normal facility operations. Work may occur indoors and outdoors in varying weather conditions and may include exposure to vehicle noise and exhaust. FLSA Status: Non-Exempt LAZ Parking is an equal-opportunity employer. In all our employment practices, including hiring, we are firmly committed to providing equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state or local law. No question in our application process is used to limit or exclude any applicant's consideration for employment on such grounds. This Employer participates in E-Verify. #J-18808-Ljbffr