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Director of Enforcement in Chattanooga, TN at Impark

Date Posted: 2/16/2018

Job Snapshot

Job Description

Impark is one of the largest parking management companies in North America. We have 55 years of experience, and currently operate parking facilities in more than 240 cities across the United States and Canada. Our business continues to prosper and grow. As a result, we are looking for exceptional people to join our workforce. People who are committed, ambitious, and eager to learn. People like you.

Our continued success is driven by our core values, which are:

Be admirable : Always conduct yourself in an honest and professional manner.

Create positive energy: Choose optimism.

Be a trailblazer : Drive innovative ways to achieve growth.

These values guide our actions and keep us on the right path. At Impark, the most successful people are those individuals who integrate these beliefs into their actions at work, and incorporate them into everyday behavior.

Impark is currently looking for a full-time Director of Enforcement to work at our Chattanooga, TN location.

Key Responsibilities

Overall / Strategic

  • Support the delivery of all components of the enforcement system in Canada and the US.
  • Collaborate with local teams to deliver service and revenue expectations for municipal enforcement contracts
  • Work to implement programs to optimize private property enforcement in self-pay (ungated) parking situations
  • Work to ensure regulatory compliance subsidiary debt collection agencies in Canada and the US
  • Collaborate with local teams to maximize notice production and efficiency in local patrol operations
  • Monitor for correct balance of customer retention, client requirements, profitability and Impark’s corporate image.
  • Support the achievement of gross patrol EBITDA and City Collection Company EBITDA targets
  • Monitor business processes related to enforcement and collections, and identify opportunities for efficiency, cost reduction and value creation.  Propose enhancements; act as SME and coordinate implementation.

Finance and  Accounting

  • Work with accounting and the field to prepare enforcement budgets
  • Work with sales personnel, Municipal Citation Solutions and major markets to design and propose municipal enforcement solutions for RFP responses.
  • Prepare business cases as required.
  • Liaise with Shared Services Controller with payment and collection processing and problem resolution.
  • Manage external vendor relationships and contracts for access to registered owner information, 3rd party debt collection, print/mail services and other services.
  • Ensure City Collection licensing and compliance with debt collection regulations is maintained
  • Work with SSC Accounting to ensure annual debt collection audits are completed
  • Work with SSC Accounting and the field to ensure all violation payments are posted as quickly as possible after receipt

Legal Compliance

  • Ensure delivery of enforcement services per contractual requirements
  • Ensure ongoing access to DMV information in applicable jurisdictions.  Maintain strong relationships with local DMV authorities,  negotiate DMV access agreements
  • Ensure compliance with operational aspects of DMV search agreements (purge requirements, audits, employee confidentiality agreements etc.)
  • Manage 3rd party debt collection agencies and ensures compliance with Consumer Protection Legislation in all jurisdictions
  • Ensure violation notice materials, notice types and signage in the field are compliant with policy.
  • Maintain an understanding of towing and booting rules for private parking in applicable jurisdictions.

Relationship Management

  • Develop strong relationships and mentorship of local patrol managers to  ensure optimal functioning of local enforcement operations
  • Develop strong partnerships with the Directors of Customer Service and Financial Operations within SSC. Guide these individuals to ensure maximum efficiencies, revenue and compliance in all aspects of the support services for enforcement.
  • Develop strong relationships with government agencies and DMV services to ensure minimum disruption of the enforcement system from regulatory issues
  • Oversee 3rd party collection agency relationships, negotiate contracts and manage performance of these vendors.

Work with the IT department and develop strong relationships to ensure the ongoing technical support of the enforcement system.  Work with IT to ensure standardization over all information, rates, etc. that is printed by the handheld system.

Operations and Customer Service

•         Liaise with the Director of Customer Service,  SSC and the field to ensure optimal customer service and maximize revenue from enforcement

•         Develop customer service policies and procedures for enforcement and collections.

•         Identify opportunities for process improvement, control and manage expenses to maximize profitability from enforcement.

•         Establish violation dispute resolution policies. Approve changes to comply with specific deal and client requirements.

•         Develop, monitor and analyze customer service metrics and KSF’s incl, calls answered, abandoned, hold times, turnaround times for written correspondence.

•         Develop and implement strategies to improve customer service and KSF’s

•         Resolve escalated customer and landlord complaints

Project Management

•         Responsible for all enforcement related projects.  Develop business cases for technology or process enhancement, provide subject matter expertise.

•         Project champion for the Enforcement technology replacement project

•         Ensure integration of acquisitions and new business onto the Impark service and collection platforms


  • Work with MCS and Impark IT personnel to ensure all systems support the needs of clients and stakeholders
  • Liaise with MP/CCCL IT Coordinator regarding patrol and enforcement issues, and handheld issues
  • Approve security requests for access to the VVSYSTEM
  • Liaise with IT regarding customer payment interfaces, and system enhancements.
  • Bachelor’s degree in Business, Commerce, Management or Accounting
Related Experience & Skills
  • 7-10 Years Management experience with P&L responsibility in a multi-faceted service business including operations, client service, accounting, regulatory, legal and technology.  
  • Senior parking management experience on either the private or municipal side is an asset.
  • Ability to align departmental objectives with overall corporate strategic goals.
  • Strong financial and analytical skills.
  • Strong customer service skills
  • Excellent negotiating skills and business acumen
  • Ability to deal effectively at all levels of the organization
  • Knowledge of debt collection legislation throughout Canada and the US
  • Knowledge of privacy legislation
  • Ability to negotiate and manage vendor contracts for services impacting the broad organization. Ability to develop partnerships with key vendors
  • Ability to identify opportunities for growth and process improvement and develop means to capitalize on them
  • Ability to effectively manage multiple projects of significant complexity
  • Self-starter, independent and driven to manage the business to achieve bottom line results
  • Solid organizational and time management skills
  • Good presentation and strategic skills
  • Proven leader who is positive and optimistic
  • Excellent interpersonal skills
  • Excellent verbal and written communications as well as listening skills
  • Strong conflict resolution and negotiation skills
  • Self motivated and proactive
  • Proficient with MS Office Applications
  • Based on experience plus benefits package


If you describe yourself as a team player, enthusiastic, possess a high level of integrity and the willingness to make a significant contribution, we invite you to apply for this opportunity.

Impark is an Equal Opportunity and Affirmative Action Employer – Minorities/Females/Veterans/Individual with a Disability/Sexual Orientation/Gender Identity



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