Job Summary
The purpose of the Carpark Operations Manager is to lead and develop the entire car-parking and landside parking facilities operation at the airport, ensuring efficient, safe and customer-centric service delivery while maximising revenue, enforcing security and operational standards, and aligning with the airport’s strategic landside mobility and parking strategy.
Job Responsibilities:
- Define, implement and monitor the strategic parking operations plan (including short-term, long-term, staff, valet, shuttle services) to align with the airport’s landside transport and mobility objectives.
- Oversee daily car-park operations: vehicle entry/exit control, staff rostering, parking zone assignments, traffic flow management, customer check-in/out systems, and shuttle bus operations.
- Drive revenue performance and commercial optimisation: pricing model review, yield management for parking spaces, monitoring occupancy, promoting value-added services (e.g., valet, premium parking, loyalty programmes).
- Ensure service excellence and customer satisfaction: manage customer service team, handle escalations/complaints, monitor KPIs (parking turnaround times, occupancy, customer feedback) and implement improvement initiatives.
- Lead and ensure compliance with safety, security, environmental, and regulatory requirements for car-park operations (airside/landside interface, vehicle access control, CCTV, lighting, fire safety, FOD risk, pedestrian-vehicle segregation).
- Manage maintenance and condition of parking infrastructure (barriers, ticketing systems, CCTV, lighting, signage, roofs, shelters, road surfacing), liaise with facilities/maintenance contractors to schedule and execute works with minimal disruption.
- Develop, maintain and review Standard Operating Procedures (SOPs), risk assessments, incident response plans (e.g., vehicle accident, fire, theft), and ensure team readiness for irregular operations or events (e.g., large football tournaments, major influx of passengers).
- Oversee budget planning, cost control and supplier/contractor performance: negotiate service contracts (valet, shuttle, cleaning, security), monitor cost against budget, report variances.
- Collaborate with airport operations, traffic management, ground transport, marketing, IT (for parking control systems) and external stakeholders (local authorities, transport agencies) to integrate parking into the wider landside mobility framework.
- Lead, coach and develop the parking operations team including supervisors, attendants, shuttle drivers, customer service, and drive a culture of continuous improvement, safety first mindset and operational excellence.
Job Knowledge & Skills:
- Deep knowledge of large-scale car-park operations, vehicle flow management, parking revenue models, and customer-service in a high-volume transport hub.
- Strong leadership and team-management skills: able to set clear direction, manage multi-discipline teams across shifts including nights/weekends, develop staff, and drive a performance culture.
- Excellent stakeholder and communication capability: able to build relationships with internal departments (operations, transport, facilities, IT) and external agencies (traffic authority, transport providers), present data/insights and lead change.
- Analytical and commercial mindset: able to interpret operational and financial data (occupancy, revenue per bay, cost per bay), identify trends and opportunities, make data-driven decisions and lead improvement initiatives.
- ERP knowledge preferably SAP functional skills are a requirement to be successful in this role.