Customer Experience Manager

Denver, CO, United States

Results Oriented - Acts with a sense of urgency, desires to be challenged, loves the pursuit, proactive and creative problem solver, pushes for results and is determined to win

Empathy - Cares about others and puts them first (teammates and clients), values EQ over IQ, operates on trust (not fear), acts with the best interest of others in mind

Integrity - Trusted, direct, truthful, empowering

Interpersonal Savvy and Customer Focus – Knows how to maintain high energy and morale in staff while keeping them service focused

Prioritize and Organize – Strategic planner, meticulous in preparation and ready for any scenario

Leadership – Sincere enthusiasm, engaging communicator, brings an entrepreneurial spirit

High school diploma or General Education Degree (GED) required

Valid state-issued driver’s license, three years of driving experience, and proof of insurance

Previous experience managing a small, customer-centric, results oriented operational team is required

A minimum of three years’ experience in a customer service role

Proficiency with basic computer programs including Microsoft’s Office Suite

Strong interpersonal and time-management skills

Proficient with web-based applications and mobile applications, smart phone technology and general understanding of cloud-based computing

Responsibilities POSITION SUMMARY: The Customer Experience Manager is responsible for the oversight of daily operations of one or more parking facilities within a given sub-market in Interstate’s Denver/Front Range Region

This role ensures operations run smoothly and our client and their guests receive a world-class customer experience

The Customer Experience Manager reports directly to the General or Operations Manager and supervises the day-to-day activities of the Supervisors and Parking Ambassadors within the given sub-market

Provide a courteous and professional relationship with all customers, clients, vendors, subordinates, and fellow team members - “Smile, Help, Engage!”

Hire, supervise, retain and/or terminate direct reports

Responsible for proactively recruiting and maintaining staffing levels

Training direct reports, including customer service, operational procedures, timecard completion, and on-the-job safety

Accurately review and approve timecards according to payroll guidelines and resolve payroll inquiries and corrections

Documentation of associate corrective actions, including progressive discipline, if applicable

Conduct field audits to ensure revenue collection and operational procedures are executed correctly

Monitor locations for cleanliness, signing, safety and compliance of pertinent parking regulations to company standards

Create, implement and maintain strategies for maximization of profitability and operational efficiency of assigned location(s)

Process accounts payables and receivables within established guidelines

Manage expenses and cash flow, minimizing “loss” locations

Nourish client/customer base by establishing and maintaining consistent communication with client(s), landlords and/or property managers, and actively market for future growth

Maintain a clean, neat, professional appearance at all times

While on the job, wear the designated uniform, if required, and display identification badge

Read, comprehend, and prepare instructions, correspondences, memos and reports

Qualifications Results Oriented - Acts with a sense of urgency, desires to be challenged, loves the pursuit, proactive and creative problem solver, pushes for results and is determined to win

Empathy - Cares about others and puts them first (teammates and clients), values EQ over IQ, operates on trust (not fear), acts with the best interest of others in mind

Integrity - Trusted, direct, truthful, empowering

Interpersonal Savvy and Customer Focus – Knows how to maintain high energy and morale in staff while keeping them service focused

Prioritize and Organize – Strategic planner, meticulous in preparation and ready for any scenario

Leadership – Sincere enthusiasm, engaging communicator, brings an entrepreneurial spirit

High school diploma or General Education Degree (GED) required

Valid state-issued driver’s license, three years of driving experience, and proof of insurance

Previous experience managing a small, customer-centric, results oriented operational team is required

A minimum of three years’ experience in a customer service role

Proficiency with basic computer programs including Microsoft’s Office Suite

Strong interpersonal and time-management skills

Proficient with web-based applications and mobile applications, smart phone technology and general understanding of cloud-based computing

Responsibilities POSITION SUMMARY: The Customer Experience Manager is responsible for the oversight of daily operations of one or more parking facilities within a given sub-market in Interstate’s Denver/Front Range Region

This role ensures operations run smoothly and our client and their guests receive a world-class customer experience

The Customer Experience Manager reports directly to the General or Operations Manager and supervises the day-to-day activities of the Supervisors and Parking Ambassadors within the given sub-market

Provide a courteous and professional relationship with all customers, clients, vendors, subordinates, and fellow team members - “Smile, Help, Engage!”

Hire, supervise, retain and/or terminate direct reports

Responsible for proactively recruiting and maintaining staffing levels

Training direct reports, including customer service, operational procedures, timecard completion, and on-the-job safety

Accurately review and approve timecards according to payroll guidelines and resolve payroll inquiries and corrections

Documentation of associate corrective actions, including progressive discipline, if applicable

Conduct field audits to ensure revenue collection and operational procedures are executed correctly

Monitor locations for cleanliness, signing, safety and compliance of pertinent parking regulations to company standards

Create, implement and maintain strategies for maximization of profitability and operational efficiency of assigned location(s)

Process accounts payables and receivables within established guidelines

Manage expenses and cash flow, minimizing “loss” locations

Nourish client/customer base by establishing and maintaining consistent communication with client(s), landlords and/or property managers, and actively market for future growth

Maintain a clean, neat, professional appearance at all times

While on the job, wear the designated uniform, if required, and display identification badge

Read, comprehend, and prepare instructions, correspondences, memos and reports

POSITION SUMMARY: The Customer Experience Manager is responsible for the oversight of daily operations of one or more parking facilities within a given sub-market in Interstate’s Denver/Front Range Region. This role ensures operations run smoothly and our client and their guests receive a world-class customer experience. The Customer Experience Manager reports directly to the General or... Operations Manager and supervises the day-to-day activities of the Supervisors and Parking Ambassadors within the given sub-market.

RESPONSIBILITIES: Including but are not limited to the following, as additional duties and responsibilities may be assigned.

•Provide a courteous and professional relationship with all customers, clients, vendors, subordinates, and fellow team members - “Smile, Help, Engage!”

•Hire, supervise, retain and/or terminate direct reports. Responsible for proactively recruiting and maintaining staffing levels

•Training direct reports, including customer service, operational procedures, timecard completion, and on-the-job safety.

•Accurately review and approve timecards according to payroll guidelines and resolve payroll inquiries and corrections.

•Documentation of associate corrective actions, including progressive discipline, if applicable.

•Conduct field audits to ensure revenue collection and operational procedures are executed correctly.

•Monitor locations for cleanliness, signing, safety and compliance of pertinent parking regulations to company standards.

•Create, implement and maintain strategies for maximization of profitability and operational efficiency of assigned location(s).

•Process accounts payables and receivables within established guidelines.

•Manage expenses and cash flow, minimizing “loss” locations.

•Nourish client/customer base by establishing and maintaining consistent communication with client(s), landlords and/or property managers, and actively market for future growth.

•Maintain a clean, neat, professional appearance at all times. While on the job, wear the designated uniform, if required, and display identification badge.

•Read, comprehend, and prepare instructions, correspondences, memos and reports.

•Communicate effectively in both one-on-one and small group situations.

COMPETENCIES:

Results Oriented - Acts with a sense of urgency, desires to be challenged, loves the pursuit, proactive and creative problem solver, pushes for results and is determined to win.

Empathy - Cares about others and puts them first (teammates and clients), values EQ over IQ, operates on trust (not fear), acts with the best interest of others in mind.

Team Player - Loves the work, loves working together and collaborating, believes the whole is better than the sum of the parts.

Integrity - Trusted, direct, truthful, empowering. Keeps confidences, admits mistakes and accepts responsibility. Is competent and accountable and doesn’t represent self for personal gain.

Interpersonal Savvy and Customer Focus – Knows how to maintain high energy and morale in staff while keeping them service focused.

Prioritize and Organize – Strategic planner, meticulous in preparation and ready for any scenario.

Leadership – Sincere enthusiasm, engaging communicator, brings an entrepreneurial spirit.

QUALIFICATIONS & REQUIREMENTS:

Education

o High school diploma or General Education Degree (GED) required.

o A Bachelor’s degree in Business (or related discipline) is preferred, but not required.

Licenses:

o Valid state-issued driver’s license, three years of driving experience, and proof of insurance.

Experience

o Previous experience managing a small, customer-centric, results oriented operational team is required.

o A minimum of three years’ experience in a customer service role.

Skills

o Proficiency with basic computer programs including Microsoft’s Office Suite.

o Strong interpersonal and time-management skills.

o Proficient with web-based applications and mobile applications, smart phone technology and general understanding of cloud-based computing Company information

We design customized parking solutions that overcome our clients’ unique mobility challenges. Our turnkey solution is 100% contactless and completely solar-powered. There’s no up-front cost, no fixed management fee. Our compensation is tied to results. Improving traffic flow. Easing congestion. Driving alternative modes of transportation. The right parking system opens up more than just spaces. It makes towns more welcoming, helps businesses grow, and improves the customer experience. We call it Park & Effect.

Privately Held

Company Specialties:

Public Parking, Parking lot, Meter parking, Parking app, event parking, municipal parking, managed parking solutions, paid parking, parking services operator, and City parking

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