Citizen Services Lead: Customer Success & Ops Coach

Verra Mobility Corporation; Phoenix, Northern (AZ, KY); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Verra Mobility Corporation is seeking a results-driven operations professional to lead customer-focused initiatives in Phoenix. You will conduct one-on-one and team meetings to address concerns, review performance, and set goals, while performing quality audits and generating reports to identify improvements.

You will develop and deliver training for new hires and provide ongoing coaching for existing staff, handle escalated customer issues, and monitor SLAs to ensure targets are met; you will

Responsibilities

• Conduct one-on-one and team meetings to address concerns, provide updates, review performance, and establish goals.
• Perform quality audits and generate reports to monitor team performance and identify areas for improvement.
• Develop and deliver training for new hires and provide ongoing training and support for existing team members.
• Handle escalated customer issues and provide solutions to complex problems.
• Monitor metrics and service level agreements (SLAs) to ensure targets are met.
• Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.
• Identify and implement solutions for any customer-related issues or complaints, collaborating with team and/or other teams as required.
• Ensure alignment with Business Requirements and company standards.
• Implement changes to enhance efficiency, reduce costs, and improve customer satisfaction.
• Perform additional duties as assigned.

Job description

Verra Mobility Corporation is seeking a results-driven operations professional to lead customer-focused initiatives in Phoenix. You will conduct one-on-one and team meetings to address concerns, review performance, and set goals, while performing quality audits and generating reports to identify improvements.

You will develop and deliver training for new hires and provide ongoing coaching for existing staff, handle escalated customer issues, and monitor SLAs to ensure targets are met; you will