Under the direction of the Director of Parking and Curbside Management, the Principal Administrative Assistant provides key operational and strategic leadership in the Office of the Parking Clerk, managing, monitoring, and coordinating the team and workload of the Public Inquiry division in service of safe, accessible streets for Boston’s residents and visitors.

The Public Inquiry staff in the Office of the Parking Clerk (OPC) provides customer service to the public through the enforcement of curbside regulations, utilization of data processing technology, and supervision of parking programs and compliance processes, including dispute resolution, research, and analysis. The Principal Administrative Assistant is responsible for the development and implementation of policy, protocols, and standard operating procedures. The Principal Administrative Assistant recruits, interviews, hires, and trains new employees and supervises and provides day-to-day direction to team members.

Working through and with the Director of Parking and Curbside Management, the Principal Administrative Assistant will:

• Supervises the daily operations of the OPC Public Inquiry Division. 
• Coordinates, schedules, and reviews staff work, providing technical and administrative guidance as required to support team success.
• Monitors the integrity and quality assurance of data processing and parking permit issuance, and oversees implementation of prescribed laws, ordinances, rules, regulations, and policy. 
• Supervise and coordinate hiring processes, training, and professional development for Public Inquiry staff. 
• Works closely with BTD and OPC leadership to develop, implement, and supervise new policies and procedures, technology, and systems. 
• Supervises team member engagement with customers to ensure high-quality and efficient customer service functions. 
• Analyzes and tracks progress towards team and division goals, objectives, and work plans relative to the development and implementation of parking permit programs, public support and educational services, and investigative research of ticket and permit disputes and refunds.
• Compiles, reviews, and analyzes statistical data, and prepares reports for the Director of Parking and Curbside Management. 
• Related to OPC’s specialized Curbside Management Solution (CMS), establish, monitor, and maintain effective protocols, business processes, and training materials for Public Inquiry staff, providing recommendations to improve the efficiency and impact of OPC systems and procedures.
• Develops, refines, and maintains CMS end-user guides and OPC program materials for customers. 
• Coordinates and collaborates across OPC divisions to ensure smooth hand-off of cases, consistent and clear public communications (including updating relevant information on the City of Boston website), and the procurement and maintenance of services and supplies to support Public Inquiry work. 
• Performs related work as required.

• Applicants must have at least four (4) years of full-time, or equivalent part-time, administrative, managerial, or professional experience in office management, program management, and business administration. At least three (3) years of the required experience must have been in a professional capacity, and at least two (2) years must have been in a supervisory, managerial, or administrative capacity. A bachelor's Degree in business or public administration, management, or a related field is strongly preferred. 
• Excellent communication, customer service, and inter-personal skills, including: effective oral and written abilities with groups, individuals, and the general public; training and evaluating the work of subordinates; assigning, coordinating, and reviewing a variety of tasks and projects; supervising, motivating, directing, and guiding staff performance and problem-solving.
• Strong attention to detail with excellent organizational, analytical, and presentation skills, including in the computation, analysis, and presentation of complex data.
• Proficiency with computer- and cloud-based systems and software, such as Google Workspace or Microsoft Office programs, is required.
• Knowledge of computer-based public inquiry and resident permit issuance information systems; of data processing and web-based systems and operations. 
• Considerable knowledge of the City of Boston and Massachusetts State statutory requirements and departmental rules, regulations, policies, and procedures related to the issuance, processing, collection, and disposition of parking tickets and the issuance of parking permits. 
• Ability to exercise good judgment and focus on details required by the job.

Boston Residency Required

Terms:
Union SENA/ MM1-9
Hours Per Week 35