Job Description

Responsible for directing the daily operations and building facilities of Parking Services across the Cambridge and Allston campuses. This position oversees both the customer-facing parking operation and the physical condition and functionality of lots and garages. Responsible for overseeing the daily parking front line operations staff that provide customer service, and enforcement in parking facilities and lots. The Associate Director supervises the Operations Managers of Parking, the Facilities Assistant, and parking monitors, the Parking Systems Specialist and works closely with the Managing Director of Transportation, Associate Director of Parking and CommuterChoice and the Campus Service Center, HUIT, Facilities Maintenance Operations (FMO), Engineering & Utilities (E&U), Environmental Health & Safety (EH&S), and other internal and external partners to ensure a safe, efficient, and customer-focused operation.

Job-Specific Responsibilities:

Operational Management & Customer Service

• Develops, implements, and maintains Parking Services policies and procedures to ensure fair and equitable distribution of parking opportunities and consistent enforcement guidelines.
• Oversees faculty, staff, student, visitor, and contractor permit processing and related access control privileges utilizing the parking software system.
• Works with Parking Services staff and the Campus Service Center team to plan and support daily operations; reports operational issues and trends to the Managing Director of Transportation.
• Manges all aspects of customer service for Parking Services; provides guidance and escalated support to resolve complex or sensitive issues.
• Oversees Parking Services communications, including announcements, transportation advisories, written literature, website text, and event-related notifications.
• Serves as Parking Services' primary point person for disability and accessibility requests; works with the University Disability Coordinator and Compliance team to ensure state and federal regulations relating to parking and accessibility are followed.
• Oversees event parking planning and operations for major University events (e.g., commencement, reunions, student move-in/move-out, large conferences), including coordination with the Cities of Cambridge and Boston and the City of Cambridge Traffic and Parking Department to secure necessary permits and street signage.
• Represents Parking Services in planning and logistics meetings for construction and campus projects impacting parking, access, and circulation.

Facilities & Building Operations

• Directs daily building and facilities operations for all Parking Services lots and garages on the Cambridge and Allston campuses to ensure safe, reliable, and high-quality parking environments.
• Oversees regular inspections of lots and garages, with focus on HVAC, mechanical equipment, elevators, access control readers and gates, overhead doors, lighting, electric vehicle charging stations, paving, drains, signage, cameras, cleaning, snow/ice removal, and landscaping.
• Manges preventive maintenance programs and safety inspections performed by FMO, E&U, EH&S, and outside vendors; ensures findings are addressed in a timely and cost-effective manner.
• Manges regular and emergency repairs in all lots and garages; supervises routine repairs performed by staff and coordinates vendor response for complex issues.
• Works closely with FMO, E&U, and EH&S to ensure integrated alarm and life-safety systems are functioning properly and tested per University standards.

Financial Management & Planning

• Reviews and audits of financial reconciliation processes, including cash receipts, accounts payable, accounts receivable, and the collection of parking fees and fines through student term bill and employee payroll deduction systems.
• Performs monthly and quarterly analysis of parking fines, parking meter revenue, and facility operating costs; reports results and trends to the Managing Director.
• Assists the Associate Director of Parking and CommuterChoice and the Campus Service Center in developing, administering, and analyzing operating budgets and occupancy statistics.
• Prepares annual building and operations budgets for all facilities and assists in the development of long-term capital plans for parking facilities and related infrastructure.
• Reviews internal financial and project billing reports for accuracy and approves vendor invoices for payment.
• Solicits and evaluates competitive bids on minor construction projects and assists the Managing Director of Transportation and the Director of Parking and CommuterChoice on major construction and restoration projects. Develops and maintains strong relationships with project managers, engineers, and contractors; participates in project and mitigation meetings as required.
• Administers insurance claims involving damage in lots and garages; ensures proper documentation and works closely with the Insurance Department to secure recovery.

Compliance, Safety, and Licensing

• Partners with the Security Compliance Officer, EH&S, and other University offices to promote a safe work and parking environment and ensure compliance with relevant codes, standards, and University policies.
• Secures and maintains required licenses and permits, including the annual City of Boston open-air licenses, and supports E&U and EH&S during applicable state and regulatory inspections.
• Serves as Transportation Services' point person for documenting, maintaining, and updating Local Emergency Management Team (LEMT) and Business Continuity plans.
• Serves as a member of the Campus Services Transportation emergency management team, including response and coordination during weather events and other emergencies.

Leadership & Human Resources

• Hires, trains, supervises, and evaluates the Operations Managers of Parking Operations, the Facilities Assistant, and Parking Services frontline staff (including parking monitors).
• Verifies and authorizes payroll turnaround documents for weekly paid staff.
• Serves as liaison to the Campus Services HR department.
• Works closely with union representatives to promote teamwork and cooperation and to resolve issues in a timely manner; serves on the union contract negotiation team as requested.
• Promotes a culture of customer service, safety, accountability, and continuous improvement across all aspects of Parking Services operations and facilities.

Collaboration

• Works closely with Transportation Services departments (CommuterChoice, Passenger Transport, Mail Services, Fleet Services, Campus Service Center, and Technologies & Logistics) to provide integrated, seamless services to the University community.
• Builds and maintains effective working relationships with University departments, external agencies, vendors, and city partners to support operational and strategic goals.
• Performs related duties as required.