Director of Operations - Chicago, United States - LAZ Parking

LAZ Parking

Verified Company

Chicago, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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 largest and fastest growing parking companies in the country. 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." Our mission is to "create opportunities for our employees and value for our clients". If you're looking to join a growing company led by passionate people committed to being the best - contact us today**
The Spirit of the Position:The
Director of Operations - Chicago Parking Meters supports the General Manager with a complete oversight for the operations of assigned departments and special projects to ensure 24/7 professional parking management. As a company devoted to promoting an employee-focused servant leadership culture, the Director of Operations will support the programs and initiatives originating from our home office and help to support the individual needs of their operational teams throughout their assigned portfolio.

Principal Job Duties:

Find opportunities for process improvements to streamline departments, crosstrain positions, and leverage technology to optimize departments.
Oversees the Chicago Parking Meter Special Projects and Audits, which include, but are not limited to, Annual Rate Change, System Memorialization, and other ad hoc projects.
Oversees the Chicago Parking Meter Call Center to ensure that all inbound calls are answered and resolved expediently and in accordance with the standards established by the Concession Agreement between Chicago Parking Meters and the City of Chicago.
Oversee the Operational Data team to ensure the accuracy, centralization, analysis, and reporting of the data collected and generated by the Chicago Parking Meter operation.
Ensure all vendors comply with the Operating & Management Agreement between LAZ Parking and Chicago Parking Meters and all Standard Operating Procedures as outlined by LAZ Parking.
Ensure all work is completed in compliance with the Concession Agreement between Chicago Parking Meters and the City of Chicago.

Vendor

Responsible for the oversight, planning, testing, and any software initiative the pay box vendor creates.
Responsible for training staff members on any new technologies required to perform duties.
Schedule and meet with pay box vendor to set expectations and timelines.

Dispatch

Responsible for weekly/monthly/annual inspections on all communication platforms, always ensuring they are operating properly.
Responsible for ensuring dispatch operation addresses all communication inquiries within 2448 hours.
Responsible for ensuring refund processes are promptly addressed and resolved typically within 710 business days.
Responsible for assisting with weekly collaboration sessions with the Call Center to review ParkChicago/On-Street Parking System scripting and calls and share best practices.

Call Center

Responsible for the entire oversight of the LAZ remote Call Center.
Review and revise standard operating processes (SOPs), communication documents, and effectively communicate SOPs to team members, stakeholders, and senior management.
Monitor required staff from thirdparty and internal resources in accordance with volume generated by the system and respond to spikes caused by unforeseen events.
Establish, monitor, and report performance metrics.
Work with the Manager to develop and administer effective training programs to improve performance.

Operational Data

Responsible for the entire oversight, planning, and training of the Data team.
Must develop fullscale project plans, communication documents, and effectively communicate project expectations to team members, stakeholders, and senior management.
Review and revise standard operating processes (SOPs), communication documents, and effectively communicate SOPs to team members, stakeholders, and senior management.
Establish, monitor, and report performance metrics.
Develop and administer effective training programs for each position to improve performance.

General

Implement and complete other projects, programs, and initiatives that may arise from the operation of the Parking Meter System.
Daily, Weekly, Monthly, and Annual reports as required.
Additional related duties as assigned.

Requirements:

Education:

Bachelor's Degree or equivalent work experience.
Ability to seek improvement and create an environment of idea sharing and creative problem solving.
Strong customer service skills and abilities.
Ability to be approachable and facilitate coaching conversations with employees and managers.
Ability to mitigate and lead others to overcome challenges (Never Ever Give Up Attitude).
Ability to encourage open expression