Director of Operations - San Antonio, TX

The Spirit of the Position:

The Director of Operations supports the General Manager with complete oversight of the financial, operational, safety, and service success of multiple service lines and locations within the market. The Director of Operations is directly responsible for driving operational excellence, developing high-performing teams, strengthening client relationships, and ensuring consistent execution across their assigned portfolio, with oversight from the General Manager.

Principal Job Duties:

• Responsible for the financial, operational, safety, and service success of assigned locations and service lines within the market.
• Manage, plan, schedule, train, and direct the activities of operational management teams.
• Maximize revenue, control expenses, and drive client and customer satisfaction by maintaining high standards of safety, service, and operational performance aligned with client expectations.
• Ensure consistency and operational excellence across multiple service lines and locations.
• Additional duties as assigned.

People

• Ensure appropriate operational meetings, client meetings, and pre-shift meetings are consistently conducted and attended by the appropriate members of the management team.
• Assist with the management, coaching, and development of operational teams to accomplish annual and periodic goals and initiatives while embodying LAZ Parking's culture and values.
• Identify high-potential employees and create development opportunities to support the organization's continued growth within and outside the market.
• Actively participate in recruiting, selection, onboarding, and retention efforts across assigned locations and service lines.
• Partner with Human Resources and operational leadership to ensure appropriate staffing levels and effective workforce planning.
• Ensure company safety initiatives, training programs, policies, and procedures are effectively communicated and implemented for new and existing employees.
• Address and resolve safety concerns within assigned operations, utilizing appropriate safety and organizational resources as needed.
• Manage, plan, schedule, train, and direct operational leadership across multiple service lines within the market.
• Establish clear performance expectations and hold leaders accountable for operational, financial, safety, and service results.
• Foster a culture of employee engagement, accountability, collaboration, and continuous improvement.

Product

• Drive service results and establish performance goals by monitoring operational and client service metrics and responding appropriately to trends and opportunities.
• Responsible for cultivating strong client relationships, delivering on client expectations, and supporting business retention.
• Implement and complete projects, programs, and initiatives that arise from the operation of assigned locations.
• Understand, implement, and deliver all requirements outlined within contractual agreements between LAZ Parking and its clients.
• Ensure operational standards and service expectations are consistently executed across all assigned service lines.
• Responsible for planning and executing successful openings and transitions of new locations within the market.
• Participate in proposals, underwriting, presentations, site visits, and other business development activities within the market as needed.
• Support the General Manager in identifying opportunities for organic growth, additional services, and new business.
• Prepare, review, and submit parking agreements and other operational documentation within the market to the General Manager for completion as applicable.

Profit

• Responsible for ensuring claims and safety-related training, prevention initiatives, and claims processing-including claims investigation, client/customer follow-up, and compliant reporting-occur consistently within the market.
• Responsible for the overall financial success of assigned operations, including audit compliance and adherence to established financial controls and protocols.
• Ensure payroll processing is completed successfully across assigned locations, including timely approval of hours, collaboration with payroll, and partnership with Human Resources to ensure wage and hour compliance.
• Responsible for the financial management of assigned locations and service lines, ensuring adherence to budgets and identifying revenue enhancement and expense management opportunities related to staffing, scheduling, and operational expenses.
• Prepare and review daily, weekly, monthly, and annual financial and operational reports as required.
• Prepare budgets and conduct monthly reviews of profit and loss performance for the assigned portfolio.
• Monitor financial performance, identify variances, and develop action plans to address areas of opportunity.
• Monitor, review, and analyze market rate structures and other relevant revenue opportunities.
• Identify opportunities to improve operational efficiency, productivity, profitability, and overall financial performance.

Education:

• Bachelor's Degree or equivalent work experience required.

Experience:

• 5+ years of management experience required.
• Experience managing P&Ls required.
• Experience overseeing multiple locations, accounts, or business units required.
• Experience managing multiple service lines or diverse operational environments preferred.
• Must be willing to travel to different locations on a daily/weekly basis as needed to support operations.
• Parking, transportation, hospitality, commercial, municipal, healthcare, aviation, or other relevant service-industry experience preferred.
• Valid driver's license required.
• Previous experience working in a fast-paced environment with high client and customer expectations.
• Demonstrated ability to cultivate and maintain strong client relationships.
• Demonstrated experience developing leaders and managing teams across multiple locations.
• Knowledge of Excel, Word, PowerPoint, and general Microsoft Office applications.

Skills:

• Ability to communicate professionally and effectively at all levels of the organization.
• Ability to speak, read, and comprehend the English language.
• Strong leadership, coaching, and team-building skills.
• Ability to effectively manage competing priorities across multiple locations and service lines.
• Must be open to feedback, differing opinions, and other points of view.
• Demonstrates a sense of urgency and timeliness.
• Demonstrates the ability to identify and pursue opportunities for continuous improvement.
• Excellent interpersonal, problem-solving, and decision-making skills.
• Strong financial and operational acumen.
• Ability to build strong relationships with clients, employees, and cross-functional partners.

Physical Demands:

• Willingness to work in the elements - heat, wind, snow, rain, etc.
• Ability to lift, push, and pull at least 50 pounds.

The physical demands described here are representative of those that must be met by an