MANAGER OF SERVICE DELIVERY

Elite Parking Services of America Inc•Jacksonville, FL

65d•$60,000 - $100,000

About The Position

The Manager of Service Delivery is a member of Elite Parking Services’ leadership team and is responsible for the day-to-day operations, performance, and financial results of assigned parking and transportation locations. The role serves as the primary operational leader and point of accountability for each facility, ensuring locations are staffed, trained, compliant with company and client requirements, and operating within budget. The manager works independently in alignment with the company’s strategic plan and uses measurable results and KPIs to oversee service delivery. The position includes leading and developing location teams, managing client relationships, maintaining consistent customer service and safety standards, and meeting contractual revenue and expense expectations. The manager also develops operating budgets and forecasts, manages expenses and purchasing, and ensures that documented EOS standards, processes, and client-specific operating plans are followed. The role requires knowledge of DOT regulations and passenger transit operations, and may require filling in operationally when coverage is unavailable. The listed annual pay range is $60,000–$100,000. Benefits listed include 401(k), health, vision, dental, life insurance, PTO, and a quarterly performance bonus.

Requirements

At least 5 years of management and progressive leadership experience.
At least 2 years of experience in Remote Client Management Services.
At least 1 year of experience developing, implementing, and utilizing service P&L, budget management, demand analysis, and service KPIs.
At least 3 years of experience implementing a corporate service brand and service model at remote client locations.
Strong knowledge of DOT regulations and passenger transit operations.
Ability to coach teams through complex leadership issues.
Ability to work independently with limited direction beyond a strategic company plan.
Demonstrated focus on KPIs, measurable results, accountability, and continuous improvement.
Commercial Driver’s License (CDL), Class B, with Passenger Endorsement (preferred).
Bachelor’s degree in Business Administration, Finance, Accounting, or Management (preferred).

Nice To Haves

Commercial Driver’s License (CDL), Class B, with Passenger Endorsement.
Bachelor’s degree in Business Administration, Finance, Accounting, or Management.

Responsibilities

Lead location teams through clear expectations, consistent follow-up, and performance accountability while maintaining company standards.
Create, manage, and adjust schedules to meet operational demand and staffing models.
Manage overall location performance according to COO expectations and vehicle and seat numbers.
Interview, onboard, evaluate, train, and develop team members.
Provide continuous training and reinforcement of service, safety, and operational standards.
Implement and enforce Department of Transportation (DOT) standards.
Fill in operationally when on-call personnel or supervision are unavailable to cover absences.
Build leadership depth at the location level to enable delegation, elevation, and scalability.
Manage day-to-day client relationships and act as the primary operational point of contact.
Ensure consistent, high-quality customer service delivery across all shifts.
Drive customer engagement initiatives, including survey participation and feedback programs.
Monitor service trends and implement corrective actions when service levels fall below expectations.
Support client retention through proactive communication and issue resolution.
Manage locations in alignment with documented EOS standards and processes.
Conduct ongoing client meetings to review performance, expectations, and improvements.
Ensure consistent execution of client-specific operating plans.
Manage revenue performance and revenue protection.
Control expenses and ensure alignment with approved budgets.
Develop and forecast operating budgets for assigned facilities.
Ensure contractual revenue and expense performance is achieved.
Oversee purchasing of supplies, services, and equipment required for operations.
Manage and develop team members with financial responsibilities within their scope.