MANAGER OF SERVICE DELIVERY

Elite Parking Services of America Inc•Jacksonville, FL

3d•$60,000 - $100,000•Remote

About The Position

As a member of the Elite leadership team, you will play an instrumental role in developing, acclimating, and enhancing team member experience and company culture at Elite. The successful candidate will possess a blend of self-confidence, humility, and high-achievement drive. They will have a strong focus, internal understanding, and appreciation for Key Performance Indicators and measurable results driven management styles. This role involves owning the day-to-day operations, performance, and financial results of assigned parking and transportation locations. The candidate will have a proven track record of revolutionizing and positively impacting prior work environments, while serving as the primary operational leader and point of accountability for each facility. They will ensure locations are appropriately staffed, trained, and operating in compliance with company and client requirements. The role requires strong knowledge in DOT regulations and passenger transit operations, the ability to coach teams through complex leadership issues, and display high levels of perseverance and accountability. A positive attitude and a track record of continuous personal and professional growth are essential. The candidate will work independently with little direction other than a strategic company plan, ensuring locations are fully staffed, trained, service demand is met, and operations are within budget. Clients should be engaged, informed, and confident in service delivery. KPIs, service reports, and team understanding of expectations must be accurate, timely, and improving. Operations should run smoothly without constant escalation or heroics from the management team, with management fully utilizing the service model to oversee and manage service delivery. The ideal candidate is team-focused, tactful, mature, and knows how to get along with people in all environments.

Requirements

Minimum 5 years in management & progressive leadership capacity
Minimum 2 years experience in Remote Client Management Services
Minimum 1 year experience developing implementing & utilizing service P&L, Budget Management, Demand Analysis, Service KPI
Minimum 3 Years Experience Implementing Corporate Service Brand and Service Model to remote client locations

Nice To Haves

Commercial Drivers License (CDL), Passenger Endorsement, Class B
Bachelors Degree in Business Administration, Finance, Accounting, and Management

Responsibilities

Leading location teams through clear expectations, consistent follow-up, and performance accountability, while ensuring company standards are maintained
Creating, managing, and adjusting schedules to meet operational demand and staffing models
Managing overall location performance as defined by COO expectations and vehicle/seat numbers
Interviewing, onboarding, evaluating, training, and developing team members
Providing continuous training and reinforcement of service, safety, and operational standards
Implementing and enforcing Department of Transportation (DOT) standards
Filling in operationally when no on-call personnel or supervision are available to cover absences
Building leadership depth at the location level to allow delegation, elevation, and scalability
Managing day-to-day client relationships and acting as the primary operational point of contact
Ensuring consistent, high-quality customer service delivery across all shifts
Driving customer engagement initiatives, including survey participation and feedback programs
Monitoring service trends and implementing corrective actions when service levels fall below expectations
Supporting client retention through proactive communication and issue resolution
Managing locations in alignment with documented EOS standards and processes
Conducting ongoing client meetings to review performance, expectations, and improvements
Ensuring consistent execution of client-specific operating plans
Managing revenue performance and revenue protection
Controlling expenses and ensuring alignment with approved budgets
Developing and forecasting operating budgets for assigned facilities
Ensuring contractual revenue and expense performance is achieved
Overseeing purchasing of supplies, services, and equipment required for operations
Managing and developing team members with financial responsibilities within their scope