Mgr, Parking Operations

JOB DESCRIPTION: Creates, develops and directs programs for permit parking and customer service serving the diverse parking needs of the staff, physicians, patients, visitors and students of the Emory University Hospital Midtown campus. Services include staff permit parking, physician and student parking, and patient and visitor self-parking and valet parking. May also coordinate the parking enforcement program with Public Safety. Responsible for managing and coordinating the administrative functions of the permit and customer service sections of Parking Services with a focus on process review and financial analysis, customer service, and the development, application and interpretation of policies, procedures and regulations. Functions as a liaison to hospital, Emory Healthcare and Emory University departments; and the parking vendors for self-parking and valet with an emphasis on developing and maintaining positive relationships and open communication. Responsible for coordinating implementation of parking operations goals and objectives, and resolving issues with EUHM parking vendors. Oversees parking office operations, including office personnel, and the operational needs of the parking management software. Designs and generates statistical and operational reports. Develops and maintains a thorough knowledge base of computer parking software. Other duties include, oversight of a third party collection service, monitoring license plate reporting, processing permit sales and coordinating the appeals process, if applicable. Ensures that revenue controls are in place and followed for permit management and parking fee collection for proper accountability and to safeguard against theft or loss and that discrepancies are reported immediately. Maintains a database containing vehicle registration and general parking information. Routes outstanding customer issues appropriately regarding permitting, citations, fines, registration, or any other transportation or parking-related issue. Reviews and prioritizes service requests for routine or emergency needs. Identifies and resolves customer service issues. Makes permit assignment decisions in accordance with departmental policies and procedures to accommodate peak periods of demand. Hires, trains, supervises and evaluates staff. Performs related responsibilities as required. Oversees permit and fee reconciliation processes and takes the necessary precautions to ensure proper accountability and safeguarding against theft or loss.

MINIMUM QUALIFICATIONS: A bachelor’s degree in business administration or a related field and three years of parking management experience, or an equivalent combination of education, training and experience. Supervisory experience required.