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, cross-train 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 24-48 hours.
• Responsible for ensuring refund processes are promptly addressed and resolved typically within 7-10 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 third-party 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 full-scale 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 of ideas and opinions.
• Excellent teambuilding and interpersonal skills.
• Ability to work independently and multi-task.
• Ability to communicate professionally and effectively with all levels of the organization.
• Ability to interpret policies, procedures, and standard business practices.
• Demonstrates a sense of urgency and timeliness.

Experience:

• 5 years in Management role.
• Knowledge of Excel, Word, Power Point and General Microsoft Office Applications.
• Performance Management and Team Development experience is required.
• Experience with systems software that are integrated with managed departments to drive work efficiency.

Skills:

• 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 of ideas and opinions.
• Excellent teambuilding and interpersonal skills.
• Ability to work independently and multi-task.
• Ability to communicate professionally and effectively with all levels of the organization.
• Ability to interpret policies, procedures, and standard business practices.
• Demonstrates a sense of urgency and timeliness.

Physical Demands:

• Willingness to work in the elements - heat, wind, snow, rain, etc.
• Ability to lift, push and pull at least 25 pounds.
• Ability to stand, walk and run for extended periods of time.
• Ability bend, stoop, squat and lift frequently throughout a shift.
• Ability to work weekends.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

FLSA Status: Exempt

To be hired, all candidates must submit to a background check and pre-employment drug screen.

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to provide equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state, or local law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds.