Deputy Division Service Plaza Manager

The Ohio Turnpike & Infrastructure Commission is seeking an experienced leader to serve as Deputy Division Service Plaza Manager.

Bring your leadership experience, operational expertise, and commitment to excellence to one of Northern Ohio’s vital transportation resources. Join the Ohio Turnpike & Infrastructure Commission and help shape the future of transportation.

What We Offer

• Salary: $70,874.70 – $93,341.82, commensurate with experience
• Excellent pension and health care benefits
• Generous paid leave
• Stability and long-term career opportunities

Position Summary
The Deputy Division Service Plaza Manager supports the Eastern and Western Division Service Plaza Managers in the operational management and oversight of six of the Ohio Turnpike’s fourteen Service Plazas located within the Central Division, from Mile Marker 100.0 to Mile Marker 170.1. The position also provides operational support and training to the remaining Service Plazas within the Eastern and Western Divisions.

This position works closely with the Eastern and Western Division Service Plaza Managers to develop proficiency in Service Plaza operations, contract management, personnel administration, facility management, and other responsibilities associated with Division Service Plaza management.

JOB DUTIES

• Works closely with the Division Service Plaza Managers to support Service Plaza operations and develop proficiency in Division Service Plaza management.
• Inspects Service Plaza facilities and operations, identifies operational needs, and recommends improvements.
• Maintains regular communication with Division Managers, Service Plaza Managers, Assistant Managers, contractors, operators, and vendors regarding plaza operations and performance.
• Monitors contract compliance and enforcement, including contractor and operator financial and service performance.
• Assists with contract evaluations, renewals, re-bids, terminations, and technical evaluations of proposals and requests for proposals.
• Reviews and adjusts Service Plaza staffing schedules based on operational needs, seasonal volume, and budget requirements.
• Reviews and approves payroll for Service Plaza Managers and Assistant Managers.
• Oversees contracted janitorial staffing levels and reviews monthly janitorial billing.
• Reviews and follows up on Service Plaza incident reports, customer complaints, and operational concerns.
• Conducts and monitors fuel, food, and retail price surveys and audits.
• Prepares operational reports and meeting materials and participates in meetings with Service Plaza staff, contractors, operators, and vendors.
• Oversees inventories of furnishings, uniforms, brochures, equipment, fixed assets, security access cards, and contractor-issued transponders.
• Assists with the development of the department’s annual operating budget and prepares purchase requisitions, specifications, and related purchasing documentation.
• Reviews vending and RV meter readings, deposits, and related billing documentation.
• Oversees inspections and availability of AED, NARCAN, emergency phones, first aid, and other safety equipment and coordinates safety concerns with Safety Services.
• Oversees Department lost and found operations, including documentation, reconciliation, deposits, shipping, property disposal, and donations as required.
• Coordinates disabled vehicle services and assists motorists as necessary.
• Supports staff management within the assigned division, including interviewing, hiring, onboarding, training, performance management, and probationary reviews.
• Develops and provides training and orientation materials for Service Plaza staff.
• Monitors employee performance and compliance with OTIC policies, procedures, and operational standards.
• Coordinates Service Plaza facility repairs and maintenance with OTIC maintenance personnel and reviews facility maintenance logs.
• Conducts Service Plaza furniture and fixed asset inventories and maintains related records and databases.
• Conducts field inspections, including off-hour inspections, and responds to operational issues as needed.
• Responds to emergencies, severe weather, and other events affecting Service Plaza operations and communicates necessary information and directives to Service Plaza personnel.
• Coordinates with OTIC departments and field personnel regarding road conditions, severe weather, incidents, and other issues affecting Service Plaza operations.
• Interacts with contractor and operator representatives at the district and field levels and serves as a primary field contact for contract compliance and enforcement.
• Schedules maintenance and service for assigned OTIC vehicles.
• Performs other duties as assigned by the Eastern and Western Division Service Plaza Managers and the Director of Service Plaza Operations.

MAJOR WORKER CHARACTERISTICS

Knowledge of:

• Service Plaza operations, customer service, public relations, and conflict resolution.
• OTIC policies, procedures, programs, and operating practices.*
• Supervisory principles and techniques.
• Contracts, key performance indicators, contract management, compliance, and enforcement.

Ability to:

• Identify, investigate, and resolve operational problems and make sound recommendations.
• Collect, analyze, and organize information and use objective methods to establish facts and reach conclusions.
• Prepare and understand reports, correspondence, memoranda, and other business documents.
• Communicate effectively and professionally, both verbally and in writing.
• Handle sensitive inquiries and interactions with employees, contractors, vendors, officials, and the general public with discretion and confidentiality.
• Work independently and exercise sound judgment with limited supervision.
• Manage multiple responsibilities, prioritize work, and meet established deadlines.
• Learn and retain new procedures, systems, and training.
• Accept responsibility, solve problems, and take proactive action.
• Establish and maintain effective working relationships with all levels of OTIC, Service Plaza, contractor, and vendor personnel.

(*) Developed after employmentMINIMUM QUALIFICATIONS

• High School Diploma or GED and a valid State of Ohio driver’s license.
• Proficiency with Microsoft Office 365 and other standard business and office applications.
• Three (3) years of supervisory or management experience in property, project, service, retail, fuel, customer service, business, hospitality, manufacturing, or a related field.
• Experience overseeing employees, daily operations, contractors, vendors, or multiple operational functions.

UNUSUAL WORKING CONDITIONS

• Extensive travel throughout the Ohio Turnpike system to Service Plazas and other operational locations.
• Must be available to work varying shifts, including evenings, weekends, holidays, and during emergency or inclement weather conditions.
• May be required to conduct off-hour inspections and respond to operational issues outside of normal working hours.
• Work may occur in a variety of indoor and outdoor environments.