OPERATIONS MANAGER

Operations ManagerThe Operations Manager is responsible for the day-to-day execution, performance, and financial health of assigned parking and transportation locations. This role serves as the primary operational owner, ensuring teams & all services at the facility are properly staffed, trained, compliant, financially accountable, and delivering service that meets or exceeds client expectations.Success in this role requires strong leadership & proactive management capabilities, disciplined service execution within a structured environment, comfort with data, budgets, P&Ls, and KPIs, capable of implementing maintaining & adhering to service standards, and the ability to lead from the front when necessary (yes, sometimes that means jumping in when the bench is empty).Key Seat Functions & Responsibilities1. Leading, Managing & Accountability (LMA)The Operations Manager is accountable for leading, managing, and holding all assigned team members accountable to company standards and seat expectations.Leading location teams through clear expectations, consistent follow-up, and performance accountabilityCreating, managing, and adjusting schedules to meet operational demand and staffing modelsManaging overall location performance as defined by COO expectations and vehicle/seat numbersInterviewing, onboarding, evaluating, and developing team membersProviding continuous training and reinforcement of service, safety, and operational standardsFilling in operationally when no on-call personnel are available to cover absencesBuilding leadership depth at the location level to allow delegation, elevation, and scalabilityEffective LMA execution enables the Operations Manager and location leadership to focus more time on client relationships and service excellence rather than constant firefighting.2. Client & Customer Service ManagementThe Operations Manager owns the client relationship and customer service performance at each assigned location.Managing day-to-day client relationships and acting as the primary operational point of contactEnsuring consistent, high-quality customer service delivery across all shiftsDriving customer engagement initiatives, including survey participation and feedback programsMonitoring service trends and implementing corrective actions when service levels fall below expectationsSupporting client retention through proactive communication and issue resolution3. EOS / COO Implementation & ManagementThe Operations Manager is responsible for executing the company's Operating System (EOS) and all COO-defined expectations at the location level.Ensuring all assigned COO action items are completed accurately and on timeLeading and participating in weekly operational huddlesManaging locations in alignment with documented EOS standards and processesConducting ongoing client meetings to review performance, expectations, and improvementsEnsuring consistent execution of client-specific operating plans4. Risk Management & ComplianceThe Operations Manager ensures operational integrity through accurate reporting, compliance, and risk oversight.Ensuring all operational data from every shift is captured accurately in company systemsMaintaining timely and accurate KPI reporting to track trends and resource utilizationProviding required reports to clients in accordance with their COO or contractual requirementsIdentifying operational risks and implementing corrective or preventative actionsSupporting compliance with company, client, and regulatory standards5. Financial ManagementThe Operations Manager is responsible for financial performance across all assigned locations, as defined by approved seat numbers and budgets.Managing revenue performance and revenue protectionControlling expenses and ensuring alignment with approved budgetsDeveloping and forecasting operating budgets for assigned facilitiesEnsuring contractual revenue and expense performance is achievedOverseeing purchasing of supplies, services, and equipment required for operationsManaging and developing team members with financial responsibilities within their scopeRequired Skills & CompetenciesProven leadership experience in parking, transportation, hospitality, or multi-site service operationsProven experience implementing service standards & corporate brand ID at remote client locationsStrong understanding of staffing models, demand analysis, scheduling, and labor managementAbility to effectively delegate service task to team members in order to drive minimum contract SLAsComfort with KPIs, financial reports, budgeting, forecasting, and performance dashboardsAbility to balance client expectations with operational realities while increasing client engagement and satisfaction scoresStrong communication, proactive follow-up, perseverance, and accountability skillsWillingness to be hands-on when operational conditions require itPhysical & Operational RequirementsAbility to work flexible hours, including early mornings, evenings, weekends, and holidaysAbility to be on-site and active within operational environmentsAbility to manage service remotely through data platformAbility to respond to operational emergencies as requiredWhat Success Looks LikeLocations are fully staffed, trained, service demand met and operating within budgetClients are engaged, informed, and confident in service deliveryKPIs are accurate, timely, and improvingService reports are accurate, timely, and improvingTeams understand expectations and are held accountable to seat numbers and service deliveryOperations run smoothly without constant escalation or heroics from management teamManagement fully utilizing service model to oversee and manage service deliveryRequired Skills, Experience & TraitsMinimum 5 years in management & progressive leadership capacityMinimum 3 years experience in Remote Client Management ServicesMinimum 1 year experience developing implementing & utilizing service P&L, Budget Management, Demand Analysis, Service KPIMinimum 3 Years Experience Implementing Corporate Service Brand and Service Model to remote client locationsBachelors Degree in Business Administration, Finance, Accounting, and Management (Preferred)