Commuter Program Manager, Parking

Job Title

Commuter Benefits Program Manager, Parking & Commuter Services

Manager B, Business and Finance

Reporting to the Senior Director, Business Services, the Commuter Benefits Program Manager is responsible for leading the provision of services and processes offered to eligible University employees through the enhanced University''s Commuter Benefits programs. This University supported initiative promotes discounts for public transportation and a variety of products that are utilized by commuting faculty, staff, and students. This position will provide direct oversight, dedicated customer-facing and administrative support, will serve as the primary point of contact to the vendor(s) who power the program, and act as the primary liaison with the internal departments who support the commuter benefits program including Payroll, the Employee Solution Center, and others.

The position requires a high attention to detail, especially surrounding the audit and reconciliation of data, while also providing strong guidance and customer support on eligibility requirements, processes and policies.

• Receive reconciliation documentation from divisional finance colleagues and partner to resolve discrepancies in a timely manner, that maintains a high level of customer service and accurately accounts for revenue.
• Monitor and meet all deadlines for reconciliation and payroll resolutions.
• Manage the bike commuter reimbursement program including communication, marketing, and reimbursement approvals.
• Generate daily, weekly, and monthly reports on the overall performance of the commuter benefits program.
• Adjust reports as needed and provide recommendations for transparent reporting to divisional and University stakeholders.
• Primary liaison between third-party transit benefit providers and the University for customer service-related concerns, contract management, and regular business operations.
• Represent the department to providers in all operational meetings and serve as the department''s "eyes and ears" within the commuter community.
• Participate in University Resource Fairs and other campus events to provide information and answer questions on the commuter benefits program.
• Review, investigate, and adjudicate customer concerns related to eligibility, payroll, and access to the transit benefits portal.
• Maintain an accurate customer management system to quickly identify customer patterns and elevate as appropriate to management.
• Other duties and responsibilities as assigned.

• A bachelor''s degree is required, with 2-3 years of experience in an administrative role. 3-5 years of experience, preferred.
• Excellent written and oral communication.
• Proficient in Microsoft Office and its cloud-based products.
• Excellent attention to detail.
• Possess a high degree of multitasking ability.
• Ability to work independently and as part of a team.
• Strong demonstrated computer literacy skills and ability to learn and navigate multiple systems.
• Demonstrated ability to identify variations and exceptions within a business process.
• Demonstrates ownership and accountability of projects and tasks from end-to-end.
• Familiarity with IRS regulations on Transportation Fringe Benefit programs is highly desirable.

The Business Service Division (BSD) supports the individual and collective needs of the Penn community by promoting a hospitable, customer-friendly campus environment through the provision of mission-critical services and essential operations. BSD''s mission is to provide high-quality service in a fiscally responsible manner. Currently, the Division is focused on three major initiatives:
Revenue growth/retention through improved marketing efforts, extended services, and development of new distribut