Job Description

Posting number: 14201

Department: General Services

Division: Parking

Job classification: Parking Supervisor

Posting type: Open

Categories: Management, Customer Service

The City of Norfolk’s Parking Division is an enterprise fund, which falls under the Department of General Services. The Parking Division operates over 19,000 public parking spaces located in 14 garages, 10 lots and more than 500 on-street parking spaces.

The Parking Operations Supervisor is a hands-on operational leader responsible for the day-to-day execution, oversight, and performance of parking facility revenue services across a dynamic municipal parking program. This role ensures the integrity, transparency, safety, and consistency of all assigned revenue collection activities while creating a favorable parking experience for customers. The position leads frontline parking facility and revenue attendants, coordinates shift planning and scheduling, and enforces internal controls and audit-ready documentation. The incumbent manages the operations of computer-controlled parking garages and lots, as well as the parking enforcement function. They write and implement plans and schedules for events and festivals, coordinate traffic control with police, and direct, verify, audit, deposit, and report City revenue. Additionally, the incumbent provides staff oversight and supervision, performs administrative duties, and serves as a key liaison between field teams and internal or external stakeholders to ensure service delivery meets or exceeds performance standards.

Examples of duties

Essential functions include, but are not limited to:

• Supervises daily and special events revenue operations of parking garages, lots, and equipment.
• Provides supervision and frontline management of a team of parking professionals, provides direct staff oversight, and fosters a culture of accountability, continuous improvement, and professional development through training, oral, and written instructions.
• Facilitates recruiting, onboarding, training, scheduling, and fosters performance management of assigned employees; establishes daily priorities and task assignments, and verifies completion and adherence to safety and quality requirements.
• Reinforces and evaluates job performance through coaching, motivating, and yearly performance evaluations.
• Conducts operational and revenue analysis, including parking utilization, effectiveness, and revenue performance to support informed decision-making and reporting.
• Ensures all revenue collection activities are completed safely, on time, and in accordance with established policies, procedures, and internal control standards; reconciles, maintains, and logs petty cash; and reconciles cashier reports, records, and deposits City revenue collected.
  
• Enforces strict chain-of-custody practices, including dual-custody processes where applicable, and maintains the integrity of all cashless/cash-related collection activity.
• Reviews and validates collection logs, exception reports, and operational activity reporting to ensure accuracy, completeness, and audit readiness.
• Coordinates with the finance team to ensure collection documentation supports accurate balancing and reporting.
• Investigates collection anomalies, documents findings, and implements corrective actions to mitigate revenue risk.
• Conducts surprise audits, makes recommendations for employee reimbursement for loss control City funds.
• Creates staffing schedules to maintain operational readiness of facilities, approves payroll, and makes or requests corrections to timesheet hours or leave submittals.
• Recommends process improvements to increase the efficiency, transparency, and reliability of collections and maintenance programs.
• Manages areas of public relations, including resolving customer complaints and submitting accident and personal injury reports.
• Manages computer and automated computer usage in the parking garages.
• Maintains storage of equipment and signage in a safe, clean, and customer-friendly condition that supports compliance and confidence in the parking system; conducts garage inspections and creates reports.
• Coordinates with local law enforcement to manage traffic control and to document accidents, vandalism, theft, and injuries.
  

Qualifications

Required:

• One (1) year of experience in a supervisory position in customer service.
• Work requires knowledge necessary to understand basic operational, technical, or office processes.
• High school diploma or GED equivalent.

Preferred:

• Two (2) years of supervisory experience in a customer service environment.
• Knowledge of modern parking supervisory/management practices, including staffing optimization and revenue collection systems.
• Ability to effectively supervise staff and lead a multi-faceted parking organization with diverse operational responsibilities.
• Ability to provide various reports, as requested, utilizing appropriate parking software packages.
• Ability to communicate and build effective working relationships with staff, internal and external stakeholders.
• Ability to exercise sound judgment and be skilled in conflict resolution, de-escalation and providing high-quality customer service.

Supplemental information

• Valid Driver's License required.
• This position is designated as Essential and may be required to report to work during City closures due to inclement weather and other emergencies.

Work Schedules:
Position 1:

• Friday - Tuesday, 1:00pm - 9:30pm, 40 hours per week
• Occasional Overtime

Position 2:

• Thursday - Monday, 2:00pm - 10:30pm, 40 hours per week
• Occasional Overtime