Job Description:
The Parking and Transportation Services Operations Coordinator is familiar with all aspects of Parking and Transportation Services (PTS) operations and software in order to be able to understand, monitor, troubleshoot and resolve operational issues in a timely fashion. Reporting to the Manager, PTS, the Operations Coordinator is responsible for coordinating and overseeing the day-to-day operations of PTS customer service functions and systems administration. The position provides operational expertise across multiple systems for parking and payment platforms, ensuring systems are up-to-date, configured accurately, and function effectively to support parking operations.
The PTS Operations Coordinator serves as the initial point of contact for complex customer service matters and system-related issues. This position supports departmental operations while providing guidance and training to front-line customer service staff and contributing to PTS operational needs. This position is required to be available on occasional evenings and weekends throughout the year to support institutional and external events.
Responsibility 1 (20%): Customer Service
- Provide day-to-day operational supervision and direction to customer service staff, including task assignment, training and feedback;
- Scheduling to ensure the customer service front desk is staffed at all times during operational hours, and providing coverage at the desk when required to support:
- Parking and permit sales;
- Ticket appeals, impound release;
- Locker sales;
- Answering calls and emails from customers; and
- Required employee breaks.
- Escalation point for customer service matters and complaints, using discretionary decision making within policy;
- Make recommendations to management regarding PTS operation gaps to improve customer service on campus as it relates to PTS operations; and
- Be familiar with parking site conditions, equipment and software to be able to provide exceptional customer service service and troubleshoot issues in a timely manner.
Responsibility 2 (40%): Technical Requirements
- Serve as first point of contact for users and/or third party vendors to troubleshooting parking systems issues and provide required information to resolve issues;
- Parking system support: user setup, troubleshooting, vendor tickets, testing, and documentation in collaboration with PTS Manager and stakeholders as directed;
- Responsible for ensuring the effective and efficient delivery of payroll deduction processes in relation to employee parking permits. This includes working with various stakeholders to ensure deduction requirements are communicated to meet the needs of PTS, HR, ITS and Payroll/Finance.
- Ensure all hardware and software programs are working efficiently and accurately; and
- Gathers and analyzes operating data; develops reports of parking and transportation metrics as directed, and makes recommendations on how to better serve the campus community.
Responsibility 3 (40%): Operational Support and Reporting
- Completes MRU department parking usage audits to ensure accuracy and compliance;
- Review and update process documentation and ensure processes are current and up to date, and recommend improvements as needed;
- Supports event parking on campus, including;
- Coordinating / scheduling staff and resources,
- Understanding department needs, and
- Executing signage and communication requirements for events.
- Coordination with contractors as directed by PTS Manager, including: scheduling, communication, follow-up, and processing payables;
- Inventory oversight: ensuring good condition and adequate supply of: signs, cones, ticket rolls, jackets/vests, and other equipment as required;
- Gathers and analyzes operating data; develops reports of parking and transportation metrics as directed, and makes recommendations on how to better serve the campus community.
Other duties as assigned.
- Two year diploma from a university or equivalent.
- Minimum 2 years of related experience.
- Knowledge and experience with parking hardware and software, point-of-sale and inventory management software is essential.
- Experience with customer service and working with clients with complex needs in often stressful environments is required.
- Experience handling customer complaints with a high level of emotional intelligence.
- Understanding and experience working within budgets.
- Experience and an understanding of and ability to work within a unionized environment.
Salary: $61,170.20 - $77,404.60 per annum
Closing Date: July 27th, 2026
A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 4321, CV.pdf).
