Senior Client Operations Manager
Smarking
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
- 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
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