The University of California, Los Angeles provides approximately 22,000 parking spaces to accommodate the needs of a growing community of 80,000 staff, faculty, students, patients and visitors. All business units within UCLA Commuter & Parking Services (C&PS) work together to develop innovative parking customer service solutions and technologies to deliver a seamless customer experience. Under the general direction of a Commuter & Parking Operations Manager, the Commuter & Parking Services Analyst performs a variety of customer service, administrative, analytical, planning, and project management duties in support of the day-to-day operations and short and long-range efforts of C&PS and the larger Events & Transportation (E&T) division. Main functional responsibilities include: monitor and manage commuter programs and services; collaborate with the C&PS Leadership Team members on special projects and assignments requiring independent decision making and discretion; help implement short and long-range business goals and objectives for the unit; participate in outreach events to promote alternative transportation programs (carpool, transit, bicycling, and walking) and Bruin ePermits; provide updates and programmatic status reports on projects and high profile/sensitive customer service issues; maintain, update, communicate, disseminate, and enforce program guidelines, policies, and procedures; review and analyze customer service satisfaction survey results; initiate quality improvement processes; resolve customer conflicts and respond to customer inquiries; write, implement, review, and update policies and procedures for UCLA commuter and parking programs as necessary, and maintain participant compliance; conduct internal self-audits in compliance with audit requirements; survey, benchmark, and analyze alternative transportation and customer service programs at universities and institutions comparable to UCLA.

Required:

• Strong commitment to customer service with a professional and approachable demeanor. Ability to identify customers' needs and provide timely and accurate information for a high volume of requests. Strong interpersonal skills that provide the ability to establish and maintain professional and cooperative relations with staff, peers, customers and others at all levels. Ability to communicate in a clear and concise manner, using appropriate tone and vocabulary, to obtain and convey information professionally to a variety of audiences with diplomacy and clarity. Ability to be flexible and work in demanding situations with a sense of urgency, while keeping a customer service orientation. Including ability to adjust work hours and if necessary, work overtime to meet the needs of the office, including deadlines such as peak periods, weekend/evening Outreach events.
• Ability to organize large amounts of material and information into coherent subgroups and logical sequences.
• Demonstrated skill in managing short-and long-range projects, including developing action plans and timelines, communicating goals and objectives, allocating departmental resources, producing status reports, and resolving conflicts or delays to accomplish projects by established deadlines.
• Demonstrated initiative, flexibility and ability to focus on "growing" current alternative transportation programs and taking action that ensures program success and continuity. Demonstrated ability in conducting research to remain current with leading edge technology, innovation, and best practices.
• Ability to handle highly confidential matters with tact and diplomacy and maintain confidentiality of information as needed to protect the rights of individuals of the University.
• Skill in negotiating mutually agreeable solutions to conflicts between individuals, groups, or organizational units. Ability to make decisions and implement solutions in line with University guidelines and departmental policies and procedures when not all parties are in agreement.
• Demonstrated written and oral communications skills to obtain and/or convey information to individuals at various organizational levels and to explain complex policies and procedures to personnel and customers.
• Ability to organize and coordinate multiple projects and assignments; perform with frequent interruptions, conflicting demands, changing priorities, heavy workloads; establish priorities that accurately reflect the importance of the job and accomplish departmental goals and objectives. Proactive attitude, with the drive to initiate projects and new processes, including skill in organizing material, information, and people in a systematic way to optimize efficiency and minimize duplication of effort.
• Ability to conduct group presentations to inform and promote transportation programs, policies and procedures.
• Documented skills in accurately mapping processes, project planning/implementation and monitor and updating project progress.
• Ability to track, understand and analyze budgetary information to make decisions, review operating expenses, control expenditures and develop new fiscal year budgetary plans.
• Ability to quickly gain in-depth knowledge of the following: All campus parking areas including the locations of the different types of parking, including pay stations, permit spaces and loading areas, Campus administration and organizational structure, including demonstrated knowledge of University policies and procedures, Staff/faculty, student and visitor parking, and alternative transportation options and processes to determine participant eligibility.

Preferred:

• Communication & Relationship Management Systems Demonstrated proficiency in the use of E&T communication and relationship management system programs, intranet tools and other related software.
• Technological Aptitude Outlook, Excel, Salesforce, Smartsheet and other programs.
• Political Acumen Organizational and problem-solving skills that include analyzing information, practices, policies, procedures, problems, and situations. Ability to exercise sound judgment in decision making and handle sensitive situations or issues that are complex.