Customer Service Manager Systems Analyst

SP a Metropolis company is an artificial intelligence company for the real world. We use computer vision to enable checkout-free parking experiences. So theres no fumbling with tickets machines apps or credit cards. You just drive in and drive out.

We are the largest parking network in America with over 23000 employees powering mobility at over 4000 locations across North America and Europe.

Today we are reinventing parking. Because its important its everywhere and impacts everyone. Tomorrow we will power checkout-free experiences anywhere you go to make the everyday experiences of living working and playing remarkable - giving us back our most valuable asset time.

Overview

We are seeking a Customer Service Manager / Analyst to serve as a dedicated resource focused on improving customer experience operational efficiency and system reliability across multiple parking technology platforms. This role will play a critical part in identifying system gaps strengthening integrations enhancing reporting accuracy and driving process improvements that directly impact operations and Net Promoter Score (NPS).

The ideal candidate will have strong analytical skills cross-functional collaboration experience and the ability to translate system findings into actionable improvements training and documentation.

Systems Scope

This role is responsible for supporting and optimizing the following systems and related integrations:

• TIBA

• TEZ

• Aeroparker

Key Responsibilities

Process Improvement & Compliance

• Review existing processes policies and reporting requirements to ensure they are accurately documented and fully integrated with TIBA TEZ and Aeroparker systems.

• Evaluate and refine reporting processes to improve clarity accuracy and efficiency.

• Build upon prior SOP updates by identifying opportunities for more effective workflows and task completion.

• Review audit reports and operational processes to identify gaps or risks.

• Research system-related issues and collaborate with IT and other stakeholders to resolve technical and connectivity challenges.

• Develop update and maintain system-specific Standard Operating Procedures (SOPs).

• Proactively report findings action plans and solutions to leadership.

• Attend all equipment-related meetings to stay informed on system changes and issues.

Customer Service & Vulnerability Assessment

• Partner with Accounting IT and Operations teams to investigate customer feedback service issues and system-related complaints.

• Identify root causes of customer issues and system vulnerabilities addressing both immediate concerns and long-term improvements.

• Respond directly to guest complaints providing resolution education and feedback when appropriate.

• Educate staff and leadership on findings system usage and best practices.

• Oversee and support the customer service team to ensure consistent service standards.

• Train Assistant Facility Managers (AFMs) and above on updated processes and operational standards.

Reservation Management & Closed-Lot Oversight

• Manage and oversee reservation-only and closed lot sequencing processes to ensure accuracy and prevent revenue loss.

• Review occupancy counts lot status and reporting for accuracy.

• Work with managers to:

  • Ensure lot counts are correct and updated in real time.

  • Prevent premature lot closures.

  • Ensure no valid reservations are turned away.

  • Establish clear plans for diverting drive-up customers and tracking activity.

• Attend all Helm and Aeroparker meetings to stay current on reservation rules system updates and operational changes.

• High school diploma or equivalent required; bachelors degree preferred.

• Minimum of three (3) years of experience in a customer service operations or administrative support role.

• Excellent verbal and written communication skills with strong grammar and spelling proficiency.

• Demonstrated ability to manage time effectively prioritize tasks meet deadlines and handle multiple responsibilities simultaneously.

• Strong analytical interpersonal and problem-solving skills.

• Self-starter with the ability to work independently prioritize workload delegate when appropriate and lead or motivate others with minimal supervision.

• Highly reliable and punctual; flexible well organized diplomatic and capable of managing a high-volume workload.

• Strong typing skills with speed and accuracy (preferred minimum of 40 WPM).

• Proficient in Microsoft Office Suite (Word Excel PowerPoint) and Google Workspace tools (Gmail Calendar Docs).

• Prior experience working with databases or enterprise systems (e.g. AS400) is a plus.

• Ability to interact professionally and courteously with clients customers employees office personnel and contractors.

• Knowledge of modern office practices and procedures.

• Maintains a professional appearance and presentation.

Salary Range: $30.00 per hour

Benefits: Eligible employees will participate in the various benefits plans including medical dental vision flexible spending accounts long/short term disability life insurance accident insurance 401k and paid time off.

SP is an equal opportunity employer committed in policy and practice to recruit hire train and promote in all job classifications without regard to race color ancestry religion sex age national origin citizenship status marital status sexual orientation veteran status gender identity disability or other classes protected by federal or state law. SP does not tolerate harassment or retaliation against any employee or applicant based on these characteristics or because the individual exercised their EEO rights.

Right to Work Poster

SP a Metropolis Company may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidates application relative to the required job qualifications and responsibilities listed in the job posting.

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