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Healthcare Operations Manager

The Spirit of the Position:

The Healthcare Operations Manager is responsible for the day-to-day operational, financial, safety, and service success of assigned healthcare location(s). This position leads and develops frontline and management teams while ensuring LAZ Parking consistently delivers a safe, efficient, and exceptional experience for patients, visitors, healthcare staff, and clients.

The Healthcare Operations Manager serves as a key point of contact for the client and oversees multiple parking and mobility service lines, which may include valet, self-parking, shuttle/transportation, patient transportation, traffic management, and other services based on the needs of the healthcare facility.

Principal Job Duties:

• Lead, direct, and develop teams of employees across assigned healthcare location(s).
• Manage, plan, schedule, train, and direct the activities of on-site employees and operational leaders.
• Ensure operational, safety, financial, and service expectations are consistently achieved across assigned locations and service lines.
• Build and maintain strong relationships with healthcare clients and key stakeholders to support client satisfaction and business retention.
• Ensure increased revenue, managed expenses, operational efficiency, and customer satisfaction are maximized while maintaining LAZ and client service standards.
• Understand, implement, and deliver all requirements outlined within contractual agreements between LAZ Parking and its healthcare clients.
• Additional related duties as assigned.

People

• Lead, coach, and develop Assistant Managers, Supervisors, Team Leaders, and frontline employees.
• Identify high-potential employees and provide development opportunities to support the organization's continued growth.
• Manage staffing levels and scheduling to ensure appropriate operational coverage based on patient, visitor, employee, and facility needs.
• Actively participate in recruiting, interviewing, onboarding, training, and retention efforts for assigned healthcare operations.
• Establish clear performance expectations and provide ongoing coaching and feedback to employees and leaders.
• Create an environment that promotes teamwork, accountability, employee engagement, and continuous improvement.
• Ensure pre-shift meetings and other operational communications are conducted consistently.
• Partner with Human Resources on employee relations, performance management, wage and hour compliance, and other workforce matters.
• Manage, plan, schedule, train, and direct employees in accordance with applicable Collective Bargaining Agreements where required.
• Participate in labor contract administration and management when applicable to assigned location(s).
• Ensure employees understand and consistently execute LAZ Parking and client policies, procedures, safety standards, and service expectations.

Product

• Deliver a consistent, high-quality service experience for patients, visitors, healthcare employees, clients, and other facility stakeholders.
• Oversee assigned service lines, which may include valet, self-parking, shuttle/transportation, patient transportation, traffic management, and other parking or mobility services.
• Develop and maintain strong client relationships while proactively identifying and addressing operational needs.
• Partner with healthcare facility leadership and other stakeholders to ensure parking and transportation operations support the overall patient and visitor experience.
• Understand, implement, and deliver all requirements outlined within contractual agreements between LAZ Parking and its clients.
• Monitor service levels and operational performance and implement action plans when opportunities for improvement are identified.
• Ensure appropriate procedures are in place to effectively manage traffic flow, vehicle movement, pedestrian safety, and peak-volume periods.
• Coordinate with hospital security, local law enforcement, emergency management teams, and other appropriate stakeholders regarding operational and emergency needs.
• Support operational planning for emergency situations, facility disruptions, construction, special events, and other circumstances affecting parking and transportation operations.
• Responsible for executing operational plans for the opening of newly assigned healthcare locations.
• Oversee the transition of newly assigned locations from contract acceptance through opening, ensuring operational readiness and client satisfaction.
• Assist with operational preparation for potential new healthcare locations, including site assessments, rate surveys, staffing evaluations, and other operational analysis.
• Implement and complete projects, programs, and initiatives that arise from assigned healthcare operations.

Profit

• Responsible for the financial management and performance of assigned locations, ensuring adherence to established budgets and financial expectations.
• Monitor labor, staffing, scheduling, overtime, and other operational expenses to maximize efficiency while maintaining appropriate service levels.
• Identify opportunities for revenue enhancement, expense management, and operational efficiencies.
• Responsible for payroll processing, including timely approval of hours and collaboration with payroll and Human Resources to ensure accurate pay and wage and hour compliance.
• Prepare and review daily, weekly, monthly, and annual financial and operational reports as required.
• Monitor financial performance and assist with budget preparation, forecasting, and profit and loss reviews for assigned locations.
• Assist with monitoring, reviewing, and analyzing market rate structures.
• Ensure compliance with LAZ Parking financial controls, audit requirements, cash-handling procedures, and other applicable operational standards.
• Monitor key operational and financial performance indicators and implement corrective action plans when necessary.

Education:

• Bachelor's Degree or equivalent work experience preferred.

Experience:

• 3+ years of management or operations leadership experience required.
• Experience managing multi-site or complex operations preferred.
• Healthcare, parking, transportation, hospitality, or other high-volume service environment experience preferred.
• Experience managing multiple service lines preferred.
• Experience with budgeting, payroll, scheduling, labor management, and financial reporting.
• Experience managing client relationships and service expectations.
• Experience working in a fast-paced environment with high customer service expectations.
• Experience working within a hospital, medical center, healthcare campus, or similarly complex environment is preferred.
• Experience working within a union environment and/or Collective Bargaining Agreement preferred where applicable.
• Valid driver's license required.
• Knowledge of Excel, Word, PowerPoint, and general Microsoft Office applications.

Skills:

• Strong leadership, coaching, and employee development skills.
• Strong customer service skills with an understanding of the unique needs of patients, visitors, healthcare employees, and clients.
• Ability to seek improvement and create an environment of idea sharing and creative problem solving.
• Ability to be approachable and facilitate effective coaching conversations with employees and managers.
• Ability to mitigate challenges and lead others through complex or rapidly changing operational situations.
• Ability to encourage open expression of ideas and opinions.
• Excellent team-building and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Ability to communicate professionally and effectively with employees, clients, healthcare leaders, and all levels of the organization.
• Ability to interpret and consistently apply policies, procedures, contractual requirements, and standard business practices.
• Demonstrates sound judgment, a sense of urgency, and timeliness.
• Strong organizational and problem-solving skills.
• Ability to remain calm and professional in high-volume, sensitive, or emergency situations.

Physical Demands:

• Ability to frequently stand and walk for extended periods throughout assigned healthcare facilities and parking operations.
• Willingness to work in the elements – heat, wind, cold, rain, etc.
• Ability to lift, push, and pull at least 50 pounds.
• Ability to work varying schedules as operational needs require, including weekends, evenings, holidays, and during emergency or high-volume situations.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

FLSA Status: Non-Exempt

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to provide equal employment opportunity (EEO) to all persons, regardless of race, color, religion, sex, national origin, disability, age, genetics, Vietnam era, special disabled, recently separated and other protected veterans, or any other characteristic protected by federal, state or local law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds.

This Employer participates in E-Verify.