Manager, Customer Relations and Permit Program Operations

The University of Arizona • Tucson, AZ

1d

About The Position

The Manager, Customer Relations and Permit Program Operations plans, directs, manages, and evaluates parking permit programs for the Main Campus, Phoenix Bioscience Core Campus, University of Arizona departments, University-sponsored programs, and affiliated outside entities. The role forecasts current and future needs, develops parking programs, and oversees permit program software configurations. The position provides essential permit-related services to students, faculty, staff, visitors, and businesses.

The manager supervises customer relations staff, including hiring, training, scheduling, performance management, and disciplinary actions. The role also oversees customer service channels, permit program operations, budgets and expenditures, compliance, and cash-handling and credit-card equipment. The position is based at the Tucson Campus. A valid driver’s license and the ability to drive under the University Fleet Safety Policy are required. Visa sponsorship is not available.

Requirements

• Bachelor’s degree or equivalent advanced learning attained through professional-level experience.
• At least 3 years of related work experience, or an equivalent combination of education and work experience.
• Valid driver’s license and ability to drive according to the University Fleet Safety Policy.
• Ability to communicate effectively with a variety of groups and individuals.
• Knowledge of program setup and implementation.
• Strong leadership and team collaboration skills.
• Proficiency in Excel and data analysis.

Responsibilities

• Set goals and objectives for team members and supervise customer relations staff to meet job-function standards and outcomes.
• Manage staff hiring, training, work schedules, disciplinary actions, performance expectations, and evaluations.
• Evaluate permit program methodology and correct deficiencies.
• Configure permit setups in parking software and the online parking portal, ensuring they function properly and support efficient garage and surface lot operations.
• Participate in rapid problem-solving when system malfunctions occur.
• Develop and implement parking permit programs for the University, departments, and affiliated or non-affiliated entities.
• Create parking locations and permit processes independently and in collaboration with other managers or designated area personnel.
• Create and update Standard Operating Procedures.
• Explain policies, standards, and processes to internal and external stakeholders.
• Enforce University cash-handling, PCI, and Parking and Transportation Services compliance requirements and procedures.
• Prepare and manage annual budgets and track expenditures.
• Manage customer online appointments, the call center, department emails, and live chat.
• Determine maintenance and replacement needs for cash-handling and credit-card equipment.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance and disability programs
• Paid vacation, sick leave, and holidays
• Tuition reduction at the University of Arizona, Arizona State University, and Northern Arizona University for the employee and qualified family members
• Retirement plans
• Access to University of Arizona recreation and cultural activities
• Work-life programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager