Senior Parking Manager in Medical Center
The Senior Parking Manager is responsible for managing the day-to-day role of the Duke University Health system portfolio of parking garages, surface parking lots and enforcement team to ensure safe, efficient, and cost effective services for patients, visitors, employees, and students. This position is also responsible for the coordination of daily, special event vehicular and pedestrian traffic to minimize traffic congestion and prevent accidents, as well as directing enforcement and adjudications teams. This position will also oversee all event parking staff and operations. Cultivating a professional, diverse, and customer-focused team, this position delivers an efficient parking operation for daily and monthly parking related activities, including special event operations. The Senior Parking Manager will also bear responsibility for ensuring that customer satisfaction is maximized by fostering a work environment that values and promotes diversity, integrity, collegiality, collaboration, and a "Teamwork, Safety First, and Service Excellence" approach, maintaining the highest level of service thresholds and initiatives that are aligned with Parking & Transportation standards.
Manage day to day of all medical parking garages and surface lots, including traffic control and enforcement; manage and monitor parking systems on a daily basis, maintenance of equipment and inventory, and event parking programs; plan, train, and direct the activities of contractors; and perform basic maintenance troubleshooting and service scheduling for equipment and Duke vehicles. This position does require some weekend/night hours.
Create and promote "Teamwork, Safety First, and Service Excellence" initiatives to improve the patient, visitor, employee, and student experience. Utilize systems designed to document and track resolution of all customer complaints and maintenance service calls received via phone, voicemail, and Tran Park customer service emails. Gather, review and verify the timely and accurate completion of daily reports as they relate to parking operations. Ensure the safety and security of medical parking facilities for guests and employees by routinely reviewing maintenance checklists. Routinely conduct audits to evaluate services, and prepare reports and analysis of findings related to process flow, timeliness, and quality of service.
Ensure that all medical facilities within purview of responsibility operate in accordance with department policy including revenue control, equipment maintenance, proper and accurate signage, and flow of parking operations; develop and implement policies and standard protocols for the issuance of parking citations, parking appeals, and parking facility operations and maintenance.
Oversee management of the enforcement team in the medical campus and adjudications officer; monitor execution and progress of the programs and activities.
Oversee management of maintenance personnel to ensure that operational challenges and service call volumes are met with high efficiency timeliness; develop and execute a preventative maintenance program to manage parking facility (garages and surface lots) repairs; and conduct regular field audits to evaluate functionality, through testing, of parking equipment. Monitor inventory control of assets/supplies.
Oversee management of special events and enforcement personnel to include coordination and scheduling of parking needs for special events on the medical campus as well as construction and other causes for displacement of parking; implementation of controls to minimize the occurrence of parking in unauthorized locations; provision of vehicular and pedestrian traffic control during special events and in high traffic areas on campus during peak hours; the coordination, installation, and maintenance of traffic, directional, and informational signs on campus grounds; and ensuring the proper marking of assigned lots and streets.
In collaboration with the Director for Parking & Transportation Services and other management, plan, conduct, and evaluate audits on parking counts, utilization, transaction and revenue data through regular field audits of parking facilities and parking revenue collection. Establish and maintain standards for all services with bench marking against peer institutions. Prepare reports and analysis of findings and revenue projections based on collected count, utilization, transaction and revenue data.
Work closely with business manager and other management to determine fiscal requirements, make projections, and develop annual operating and capital budgets that will also serve to support formation of the appropriate fee structures required to sustain the integrity of parking operations and build reserves for future campus parking requirements.
Participate in departmental strategic planning and development, work to establish effective short and long-range goals for parking operations, and devise methods to improve the overall effectiveness of parking services and programs.
Act as a liaison for Parking Services with the medical administration team, transportation, DPD, DUPD, DFD, school of nursing, Duke Athletics, Duke vendors, and the City of Durham. Represent the university, as directed, on high- level internal and external working groups on the medical side and work to develop positive relationships within those departments. Maintain close relationships with city parking and transportation providers to ensure coordination of efforts and identify opportunities for shared services.
Participate in relevant professional associations on the medical side to remain current on industry knowledge and skills; identify and implement best practices, as appropriate, to facilitate process and service improvements; and use data and metrics to measure and define levels of success.
Manage the PTS medical operations Team (contract garage staff, maintenance, special events, enforcement, and adjudications) to include hiring, coordination of daily operations, directing projects and work assignments, conducting performance appraisals, issuing disciplinary actions, resolving conflicts, approving leave requests, editing time cards, and ensuring the provision of appropriate professional development and training.
Perform other related duties incidental to the work described herein.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. This position does involve oversight of a leading medical center parking operation that operates 24/7.
Requisition Number: 401387762
Duke Entity: CENTRAL ADMIN MANAGEMENT CTR
Job Code: 1002 SENIOR OPERATIONS MGR, PARKING OPS
Job Family Level: 06
Full Time/Part Time: FULL TIME
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas, an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions:
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
Work requires a Bachelor's degree.
Requires a minimum of 5+ years of relevant or comparable professional experience. Demonstrated commitment to providing excellent customer service. Demonstrated ability to provide and analyze reports, budgets, and proposals useful for decision-making; project management; strategic planning; supervising personnel (including contract employees) and managing organizational resources in an effective manner. OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.
Auto req: ID98271BR