Senior Operations Manager

Position Summary 

The Sr. Operations Manager is a managerial position that supports the operations in an assigned location or locations. This role is responsible for the direct supervision of at least two full-time employees or the equivalent and is responsible for the operations of one or more locations.  The Sr. Operations Manager ensures that all elements of the operation, including team member performance, customer service, financials, maintenance, and safety, meet Metropolis standards.  

Duties and Responsibilities 

• Manage a team of hourly employees 

• Schedule shifts and verify time & attendance tracking 

• Plan, organize, and manage the work of hourly team members, ensuring team members are deployed appropriately and tasks are completed in accordance with organizational requirements and Metropolis standards 

• Interview, hire, and develop team members 

• Ensure team members complete all necessary training 

• Create, implement, and manage forecasting, planning, and budgeting process for assigned location(s) 

• Control spending and keep expenses within approved budget 

• Maintain maintenance control documents while meeting maintenance goals 

• Promote safe work practices by conducting safety audits and coaching individual staff members 

• Work closely with the client to define performance measurements and execution 

• Ensure all client operational documentation is compete and recorded for client and Metropolis records 

• Ensure Metropolis’s standards of Customer Service are met 

• Greet customers and clients in a courteous manner 

• Communicate with customers and staff for general inquiries about parking, parking locations, and customer service inquires 

• Observe and coach team members to meet customer service standards 

• Implement company initiatives and processes 

• Conduct performance evaluations that are timely and constructive 

• Perform specific operational responsibilities as required based on the needs of the assigned location 

• Perform other duties as assigned 

Essential Functions 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily, with or without reasonable accommodation. Reasonable accommodation may be approved by the Human Resources department to enable qualified individuals with disabilities to perform the essential functions. 

• Incumbent must be able to  

• Stand for up to six (6) consecutive hours 

• Work outdoors in all weather conditions 

• Communicate effectively in written and spoken English with team members and customers 

• If working in a valet location, incumbent must be able to drive both automatic and manual transmission vehicles of all types and sizes 

• If working in a shuttle location, incumbent must be able to drive all shuttle vehicles used at the location 

Position Qualifications 

Skills and Abilities  

• Ability to plan and manage time for multiple tasks to meet established deadlines 

• Strong interpersonal skills; frequently communicate with team members and customers; must be able to exchange accurate information 

• Able to detect safety concerns and adjust accordingly 

• Must be able to communicate effectively in both written and verbal form 

• Must maintain confidentiality of all work-related information 

• Ability to work in a diverse environment and be sensitive to issues of diversity and inclusion 

• Good work habits and willingness to work extended hours if requested to complete a job when required to meet deadlines 

Education and Experience 

• High School Diploma or GED required; some college preferred 

• Prior business experience preferred 

• Scheduling and payroll knowledge a plus 

Certificates and Licenses 

• If working in a valet or shuttle operation, a clean driving record and current driver license must be maintained 

Other Requirements 

• Must be at least 18 years of age 

• Must be able to work a flexible 40-hour week, including nights and weekends 

• May be required to travel to and from local assigned client sites  

• Expected to constantly work in all outdoor weather conditions 

• Follow appropriate grooming standards; may be required to wear a uniform at times