Director of Service Plaza Operations

Ohio Turnpike and Infrastructure Commission•100 - Berea, OH

1d•Onsite

About The Position

The Ohio Turnpike & Infrastructure Commission is seeking an experienced leader to serve as Director of Service Plaza Operations at the Administration Building in Berea, Ohio. This position is a member of the Commission’s Senior Leadership Team and is responsible for providing strategic leadership and operational oversight of the Commission’s fourteen (14) Service Plazas. The Director will oversee more than $20 million in annual revenues and approximately $3 million in annual fuel tax revenues. This role is responsible for the overall operation, financial performance, staffing, contracts, customer service, facility conditions, and continuous improvement of Service Plaza operations, ensuring 24/7 operational readiness, strong financial performance, and high-quality public service. The position also involves establishing and maintaining effective relationships with third-party vendors, contractors, and business partners, and utilizing demand forecasting, operational data, and technology to support planning and decision-making.

Requirements

Five (5) years of progressively responsible management experience, with demonstrated responsibility for the leadership and oversight of complex, multi-site or multi-functional operations in service, business, hospitality, retail, food, fuel, property, facilities, customer service, or a related industry.
Experience in regional, divisional, area, or other senior management roles is preferred.
Experience with concessions and/or public-private partnerships.
Experience developing and managing budgets and financial operations.
Demonstrated experience in people management and leadership.
Experience working with the public and senior management.
Strong computer skills, including Microsoft Office 365 and related business applications.
Strong written, verbal, and public-speaking skills.
Valid State of Ohio driver’s license.
Candidate must be able to drive the entire length of the Turnpike.

Nice To Haves

Senior-level leadership and management experience.
Strong financial and business management skills.
Experience managing multiple facilities, locations, or business operations.
Strong strategic planning and business development skills.
Ability to develop, lead, and motivate employees.
Strong communication, customer service, negotiation, and conflict-resolution skills.
Ability to analyze information, solve problems, and make sound business decisions.
Ability to use data, forecasting, and technology to support operational and financial decisions.
Strong organizational skills and ability to manage multiple priorities and deadlines.
Professionalism, discretion, and sound judgment.

Responsibilities

Direct and oversee the daily operations of all Service Plaza facilities, ensuring consistent, safe, efficient, and customer-focused operations.
Provide leadership and direction to Service Plaza management and staff, including staffing, scheduling, training, performance management, and employee development.
Develop and manage the department’s annual budget and monitor revenue, expenses, staffing, and overall financial and operational performance.
Manage Service Plaza contracts, leases, concessions, and vendor relationships, including food and retail, fuel, janitorial, vending, ATM, and other services.
Manages the issuance and renewals of departmental contracts, development of RFPs, proposal evaluations, negotiations, renewals, and compliance with the Legal and Procurement Departments.
Monitor vendor and operator performance and ensure compliance with Commission standards and contractual requirements.
Oversee Service Plaza facility conditions, maintenance, repairs, equipment, furnishings, renovations, and improvement projects.
Review operational and financial data, establish and monitor key performance indicators, and identify opportunities to improve efficiency, service, safety, and revenue.
Develop and implement policies, procedures, standards, and operating practices to ensure consistency across all Service Plaza locations.
Identify opportunities for revenue growth, business development, new services, and operational improvements.
Respond to customer concerns and oversee the resolution of complaints, incidents, and other Service Plaza issues.
Coordinate Service Plaza communications and operations during severe weather, emergencies, road conditions, and other events affecting travelers.
Maintain effective working relationships with Commission departments, senior management, employees, contractors, vendors, operators, and the public.
Oversee departmental administrative functions, including payroll, scheduling, purchasing, invoicing, billing, records, databases, and other operational requirements.
Develops and approves departmental SOPs.
Perform other duties as assigned by the Executive Director.