Customer Service Manager/ Systems Analyst

Overview

SP+, a Metropolis company, is an artificial intelligence company for the real world. We use computer vision to enable checkout-free parking experiences. So there’s 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 23,000 employees powering mobility at over 4,000 locations across North America and Europe.

Today, we are reinventing parking. Because it’s important, it's 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.

Responsibilities

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.

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Systems Scope

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

• TIBA

• TEZ

• Aeroparker

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Key ResponsibilitiesProcess 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.

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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.

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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.

Qualifications

• High school diploma or equivalent required; bachelor’s 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: $38.50 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 candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.

As part of this process, SP+ retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.

If you are an applicant to a New York City job posting and wish to request an alternative selection process accommodation or have questions about our data retention policy, please contact Recruit@spplus.com. We are here to assist you.