Manager, Customer Operations Jobs

Job purpose

Verra Mobility is looking for an experienced, performance driven professional to serve as a Manager, Customer Operations. This individual will be responsible for all citizen support (call center, payment processing, evidence management and back-office transaction processing.) The position requires significant experience managing vendor relationships, as well as internal support teams.

Duties And Responsibilities

• Manage payment processing vendor relationships and processes, ensure maximum service levels and appropriate solutions for Verra Mobility customers
• Manage the performance of our collections services, ensuring liquidation rates and quality standards are maintained.
• Manage KPIs and operations of our inbound call center, ensuring appropriate service levels and quality standards are maintained.
• Lead Citizen Services leadership team by providing coaching, development, and performance/talent management.
• Identify, implement, and manage continuous improvement through the application of Six Sigma, Lean, or other similar methodologies.
• Oversee multiple internal teams responsible for support of back-office processing, evidence package preparation and mail functions.
• Ensure strong internal relationships with the Verra Mobility Account Management team and strong external vendor relationships
• Monitor team performance through coaching, OKR’s and team metrics to measure both internal and external success criteria.
• Reconcile and approve all applicable department invoices for all services that are provided by vendor partners and suppliers.
• Manage operational P&L and forecasts
• Deliver accurate and timely financial reconciliations reporting and support for Verra Mobility customers and provide necessary support to ensure SLA’s are met

Qualifications

• Bachelor's degree
• Flexibility and willingness to work on a broad variety of matters with a team-player attitude.
• Experience working directly with sales, procurement, and operations teams
• Minimum of 3 years of vendor/BPO relationship management
• Minimum of 5 years operations management
• Excellent written and oral communication skills to facilitate successful interaction with all levels of management and staff
• Advanced education in process management system (Lean, Six Sigma, etc.) is a plus
• Strong experience in payment processing industry highly preferred
• Some travel may be required (less than 10%)
• Experience with state and local government contracts a plus

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.
• Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.