Manager Of Service Delivery

Elite Parking Services of America•Jacksonville, FL

2d•Onsite

About The Position

Manager of Service Delivery for Elite Parking Services, a uniquely positioned, rapidly scaling company. 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, with a strong focus, internal understanding, and appreciation for Key Performance Indicators and measurable results driven management styles. This role owns the day-to-day operations, performance, and financial results of assigned parking and transportation locations, serving as the primary operational leader and point of accountability for each facility. The candidate must ensure locations are appropriately staffed, trained, and operating in compliance with company and client requirements, possess strong knowledge in DOT regulations and passenger transit operations, and know how to coach teams through complex leadership issues. This role requires high levels of perseverance and accountability, an attitude and track record that displays continuous personal and professional growth, and the ability to work independently with little direction other than a strategic company plan.

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
3 Years Experience Implementing Corporate Service Brand and Service Model to remote client locations
Strong knowledge in DOT regulations and passenger transit operations
Ability to coach teams through complex leadership issues
High levels of Perseverance and Accountability
Attitude and track record that displays continuous personal and professional growth
Works independently with little direction other than a strategic company plan

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