MANAGER OF SERVICE DELIVERY

Job Description

Job Description

Manager of Service Delivery

for Elite Parking Services, a uniquely positioned, rapidly scaling company

PAY RANGE : $60,000 - $100,000/ Per Year

BENEFITS :

• 401K
• HEALTH
• VISION
• DENTAL
• LIFE INSURANCE
• PTO
• QUARTERLY PERFORMANCE BONUS

Here’s a few reasons why we’re a company you should learn more about:

• We’re growing at an increasingly fast pace with a solid strategy and focus for growth.
• We’re competing head-on with the big boys and winning with our proprietary technology.
• Our team members have the autonomy to execute on a service model solution that’s game changing and will wow our clients.
• Our culture is values-based, with a tight-knit team that’s in it to win it.
• We hire smart people with the collective energy and firepower that’s changing our industry.

We could keep going but we’re hoping to have an opportunity to tell you the rest in person.

Much More Than a Manager…..

As a member of the Elite leadership team, you will play an instrumental role in developing, acclimating, and enhancing team member experience and company culture at Elite. The successful candidate will:

• Possess a blend of self-confidence, humility, and high-achievement drive
• Have a strong focus, internal understanding, and appreciation for Key Performance Indicators and measurable results driven management styles
• Own the day-to-day operations, performance, and financial results of assigned parking and transportation locations.
• Have a proven track record of revolutionizing and positively impacting prior work environments, while Serving as the primary operational leader and point of accountability for each facility.
• Ensure locations are appropriately staffed, trained, and operating in compliance with company and client requirements.
• Possess strong knowledge in DOT regulations and passenger transit operations
• Knows how to coach teams through complex leadership issues
• Display high levels of Perseverance and Accountability
• Have an attitude and track record that displays continuous personal and professional growth
• Works independently with little direction other than a strategic company plan
• 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
• Is team focused, tactful, mature, and know how to get along with people in all environments

Key Responsibilities of this Position Include:

• Leading location teams through clear expectations, consistent follow-up, and performance accountability, while ensuring company standards are maintained
• 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, training, and developing team members
• Providing continuous training and reinforcement of service, safety, and operational standards
• Implementing and enforcing Department of Transportation (DOT) standards
• Filling in operationally when no on-call personnel or supervision are available to cover absences
• Building leadership depth at the location level to allow delegation, elevation, and scalability
• 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
• 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
• 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

Key Qualifications Include:

• Commercial Drivers License (CDL), Passenger Endorsement, Class B (Preferred)
• Minimum 5 years in management & progressive leadership capacity
• Minimum 2 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)