Job Description

About JustPark

JustPark is the premier partner offering both B2B solutions for destinations and B2C services for drivers, giving us the best of both worlds. We simplify the entire parking experience. From venues and councils to private driveways, our platform makes it simple for drivers to find, book, and pay for parking--while empowering our operating partners to deliver exceptional parking experiences.


We've always believed parking should be easier--from end to end. That's why we, two trailblazing companies--ParkHub and JustPark--have come together to make that vision a reality.


ParkHub revolutionized event parking in the U.S., optimizing venue operations for a smoother, stress-free experience. JustPark transformed parking in the UK, turning the hunt for a spot into a simple, seamless task.


Now, as one unified company, we're combining expertise to offer a full-service, frictionless parking solution for both businesses and consumers.

About the Role

We are seeking a highly organised and process-driven Senior Client Operations Manager reporting into our Director of Client Success to join our team. This role is primarily focused on our Event Parking business, ensuring client satisfaction, driving client commercial optimisation whilst maximising our operational efficiency. You will ensure our B2B clients gain maximum value from the JustPark platform.


You will manage a portfolio of clients, guiding them through onboarding, educating them on our platform (including updates and new features), and providing ongoing support. You'll also take a share in the ownership of key operational activations, while working cross-functionally to solve issues and improve processes.


In addition, you will be responsible for monitoring client health and addressing risks related to operational performance, project managing change initiatives, and ensuring clear and effective communication of status updates and project plans both internally and externally.


This is a hands-on role for someone who thrives in seeking structured and scalable solutions to problem-solving, excels in cross-team collaboration, and is passionate about delivering consistent, high-quality outcomes.

Key Responsibilities

Operational Delivery

Act as the primary operational point of contact for a portfolio of clients Onboard clients efficiently, ensuring a smooth and engaging start to their JustPark journey Migrate clients efficiently to new platforms, ensuring a smooth transition throughout their JustPark journey Provide clients with training, education, and ongoing updates on tools and performance to ensure clients maximise value from the platform Support clients in managing pricing and inventory effectively to drive utilisation and satisfaction Work with clients to resolve driver-related issues and resolve operational challenges related to the on-site offering Monitor client health, proactively identifying risks and implementing strategies to mitigate them
Manage client escalations effectively, working cross-functionally to achieve timely resolution

Operational Excellence & Project Management

Implement and continuously improve operational processes across the client portfolio to ensure high-quality output and efficiency As part of our wider Operations team you may own key operational areas, such as: + Coordination of Client Signage + Management of Penalty Charge Notice (PNC) enquiries - collaborating with enforcement providers
+ Management of Access & Barrier Control - working with internal and external partners to ensure consistent reliability
Drive process improvement initiatives to streamline workflows, enhance client outcomes, and improve internal collaboration Project manage large-scale client change initiatives, ensuring plans are executed on time and to a high standard
Communicate project plans, progress, and outcomes clearly to both internal stakeholders and external clients

Cross-Functional Collaboration

Partner closely with Account Management, Sales, Finance, Product, Engineering, and Customer Support teams to deliver seamless client experiences Provide client insights to Product and Engineering to inform platform improvements Work with Finance and Sales to ensure accurate operational inputs (e.g., pricing structures, billing accuracy) Act as an advocate for client needs at a higher level, ensuring the client perspective is represented in decision-making

Requirements

Operational expertise:

5 years + demonstrable experience in operational client management, process improvement, and high-quality service delivery

Process-driven mindset:

Proven ability to design, implement, and optimise workflows to achieve efficiency and consistency

Client health focus:

Ability to track, analyse, and proactively manage client health and address risks

Advanced problem-solving:

Strong capability to diagnose complex issues and drive resolution across multiple teams

Collaboration:

Excellent cross-functional working skills, with the ability to influence and partner effectively across Account Management, Product, Finance, Engineering, and Support

Customer success leadership:

Experience in executing strategies for customer success to improve client outcomes and drive adoption

Analytical skills:

Strong ability to identify trends, risks, and opportunities for improvement through data-driven insights

Communication & advocacy:

Excellent communication skills, with the ability to deliver clear updates, project plans, and act as an advocate for customer needs internally and externally

Escalation management:

Confident handling escalations, ensuring structured resolution in collaboration with internal teams

Technical tools:

2+ years experience with Gsuite Salesforce (SFDC) and PlanHat (or other Customer Success Platforms) is advantageous

Benefits

Recharge your batteries

Generous holiday policy: 25 days + bank holidays + managers have the ability to grant up to 5 extra days for high performance (total of 38 days a year) Free lunch on all office days via Feedr with the option to choose your preferred meal or cuisine everyday Free snacks & drinks on all office days

Investment in you and your wellbeing

Private Medical Insurance with Vitality Life assurance through YuLife 25 credit to use for eye tests a year Free O2 concert tickets through our partnership with The O2

Simplifying journeys so you can breathe easier

50 parking credit per month to use via JustPark Cycle-to-work salary sacrifice scheme EV salary sacrifice car scheme via Octopus Energy

We look out for your family

Enhanced parental leave with 6-months enhanced maternity leave and 4 weeks of fully-paid paternity leave Help finding great childcare, with funded hours via Koru Kids

Look after the pennies

Competitive pension offering with standard and salary sacrifice pension options

Success is best when it's shared

Quarterly away days with the whole UK team - we all go off-site each quarter to celebrate our achievements Quarterly team social budget to recharge and bond with your team * Lots of social activities and celebrations on our gorgeous rooftop in King's Cross