Accountable for setting goals and objectives for team members to achieve standards and outcomes. Serves as the direct supervisor of customer relations staff to ensure job function standards and outcomes are met. Manages staff hiring, training, work schedules, and disciplinary actions. Communicates performance expectations and conducts performance evaluations. Evaluates permit program methodology and corrects deficiencies. Responsible for configuring permit setup in the parking software and online parking portal. Ensures configurations function properly to maximize efficiencies in U of A garage and surface lot operations. Actively participates in rapid problem-solving when malfunctions occur. Develops and implements new parking permit programs for U of A, departments, and affiliated/non-affiliated entities. Creates new parking locations and permit processes, working independently alongside other managers or designated area personnel. Addresses varied challenges by using policies and practices as a guide, while utilizing analytical reasoning to resolve complex issues without a prescribed solution. Responsible for creating and updating Standard Operating Procedures. Explains policies, standards, and processes of the job area to internal and external stakeholders. Enforces U of A cash handling, PCI, and PTS compliance in accordance with appropriate policies and procedures. Responsible for the annual budgets and tracking expenditures. Manages customer online appointments, the call center, department emails, and live chat. Determines the maintenance and replacement of cash handling and credit card equipment. Knowledge, Skills, and Abilities 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.