Manager, Customer Relations and Permit Program Operations

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

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• Accountable for setting goals and objectives for team members to achieve standards and outcomes. Direct supervisor of customer relations staff to meet job function standards and outcomes. Manages staff hiring, training, work schedules and disciplinary actions. Communicates performance expectations and conducts performance evaluations.

• Evaluate permit program methodology and correct deficiencies. Responsible to configure permit set-up and payment methods in parking software and on-line parking portal. Ensure configuration function to maximize efficiencies in UArizona garage and surface lot operations. Actively participates in quick-thinking resolution if malfunction occur.

• Develop and implement new Parking Permit Programs for UArizona, Departments and affiliated/non-affiliated entities. Creates new parking locations and permit processes working independently with other managers or area responsible persons. Problems faced may be varied and solutions are guided by policies and practices but may not have a prescribed solution and require some analysis to understand and resolve. Responsible for creating and updating Standard Operating Procedures. Explains policies, standards, and processes of the job area to others within and outside of the work unit.

• Enforce U of A cash handling, PCI and PTS compliance with appropriate policies, and procedures. Responsible for annual budget(s). Tracks expenditures.

• Manages customer online appointments, call center, department email and chat. Determine maintenance and replacement of cash handling, credit card equipment.

Knowledge, Skills and Abilities:

• Ability to communicate effectively with different groups/individuals.
• Knowledge in the setup and implementation of programs.
• Skills in effective leadership and team collaboration.
• Skills in Excel and data analysis.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's degree or equivalent advanced learning attained through professional level experience required.
• Minimum of 3 years of related work experience or equivalent combination of education and work experience required.
• Ability to drive according to the University Fleet Safety Policy.

• Experience in Higher Education.
• Certified Parking Professional.
• Documented experience in developing performance standards.