Description

Nature of Work

This is advanced professional, supervisory, and administrative work in the management of Mobile GR’s day-to-day business operations, including financial management, customer service oversight, and front office operations. 

Work involves supervising professional and administrative staff; oversees the Mobile GR business office which encompasses daily financial operations of the operating and capital funds including the administration of departmental accounts payable, payroll, management of receivables, and expenditure monitoring; and leading customer service programs. The position exercises advanced independent judgment on operational, financial, and administrative matters and serves as a key liaison to the City executive leadership, Budget Office, and City Commission on department fiscal affairs.

Work is performed under the managerial direction of the Director of Mobile GR, who reviews work through discussion, evaluation of reports, and assessment of program outcomes. Significant independent judgment and initiative are required in making operational decisions, administering departmental business functions, and maintaining effective coordination across internal teams, City departments, and external stakeholders.

ESSENTIAL DUTIES & RESPONSIBILITIES 
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Directs staff who manage daily financial operations for the department, including expenditure monitoring, invoice approval, accounts payable and receivable coordination, and reconciliation of revenues and expenditures across the Parking Operating and Parking Capital Enterprise Funds and Special Revenue-funded operating and capital budgets.
• Oversees departmental payroll administration and ensures accuracy, timeliness, and compliance with applicable policies and procedures.
  Prepares, reviews, and presents financial reports and budget analytics to department leadership; identifies variances, escalates concerns, and recommends corrective actions.
• Supports the annual budget development process in coordination with the Strategic Initiatives Manager and departmental leadership; provides operational financial data and analysis to inform budget requests and fiscal planning.
• Serves as a primary fiscal point of contact for City executive leadership, Budget Office, and City Commission on matters related to Mobile GR, in consultation with the Mobile GR Director, including responding to budgetary inquiries, coordinating audits, and preparing City Commission agenda items related to fiscal matters.
• Provides comprehensive oversight of parking operating agreements with outside entities, including contract administration, annual budget development, reconciliation of revenues and expenditures, financial and operational reporting, and implementation of operational changes.
• Serves as Mobile GR’s primary fiscal liaison for external stakeholders, including responding to grant, contract, audit, and other financial inquiries from the State of Michigan, Kent County, and regional and local jurisdictions.
• Leads the implementation and ongoing administration of department-wide customer service standards, ensuring consistency, responsiveness, and accountability across all Mobile GR divisions and programs.
• Owns and manages the department’s customer service management system (e.g., Zendesk), including monitoring service metrics, identifying performance gaps, and coordinating corrective actions with division leaders.
• Develops and maintains customer service process documentation, standard operating procedures, and accountability frameworks in coordination with the Strategic Initiatives team.
• Plans, organizes, coordinates, assigns, and evaluates the work of front office and administrative support staff; trains, assigns priorities, coaches and disciplines employees, and completes performance evaluations.
• Manages the daily operations of Mobile GR’s front office and business office functions, including establishing office policies and procedures, overseeing service delivery, and ensuring proper completion of duties.
• Purchases office supplies, furniture, and equipment; determines needs and places or authorizes purchase orders; procures maintenance services; executes contracts as needed.
• Prepares documents and reports of a unique or specialized nature; conducts research; prepares and edits correspondence, agreements, and reports as required.
• Resolves complaints from citizens, staff, and other agencies; participates in administrative hearings and serves as a hearing officer when required.
• Provides assistance to departmental staff and others as needed.
• Performs other related duties as assigned.

Requirements

Minimum Training and Experience

Bachelor's degree in accounting, finance, business or public administration.

--AND--

Five (5) years of accounting or human service administrative experience, including one year of supervision.

--OR--

Any equivalent combination of training and experience.

Desired Experience

• Enterprise fund management, parking or transportation operations or municipal finance.
• Customer service management systems. 
• End-to-end operational process ownership and operational improvements.