Command Center Leader - Tech Ops & Process Improvement

Verra Mobility Corporation; Pennsylvania; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Verra Mobility in the United States is seeking an experienced leader to manage and develop a team of Supervisors and Advanced Support Technicians within the Field Services Operations group. You will partner with the VP to drive service excellence, monitor OKRs and KPIs, forecast annual and quarterly performance, and advance reliability of photo enforcement systems.

You will collaborate with Product and Engineering, champion change management, analyze data to identify defects and cost savings,

Qualifications

• 3+ years leading Supervisors and Advanced Support Technicians
• Experience driving service excellence with OKRs and KPIs
• Forecasting and P&L awareness
• Strong communication and stakeholder collaboration
• Change management and customer-centric focus
• Root-cause analysis and data-driven decisions

Responsibilities

• Manage and lead a mixture of Supervisors and Advanced Support Technicians by providing coaching, development, and performance/talent management.
• Partner with VP of Field Services Operations to achieve service excellence and drive continuous improvement: maintain OKRs, KPIs, and identify interventions and propose solutions.
• Contribute towards department P&L accuracy and tracking, including forecasting (annual and quarterly).
• Collaborate with Product and Engineering to increase technical support expertise and improve reliability of photo enforcement systems.
• Champion change management and drive a customer-centric culture.
• Track data to measure defects and make recommendations for cost efficiencies and operational enhancements.
• Implement processes for in-depth analysis and reporting of technical issues, including root cause analysis with remedial actions.
• Provide leadership to improve performance and engagement through planning, organizing, coordinating, monitoring, and evaluating.
• Maintain knowledge of trends in Technical Support tech and recommend enhancements to leadership.
• Identify and manage continuous improvement via Six Sigma, Lean or similar methodologies with VP of Field Services Operations.

Skills

People leadership

Coaching & feedback

Strategic planning

Data analytics

Process improvement

Six Sigma

Lean

Change management

Problem resolution

Negotiation

Education

MBA

Lean Six Sigma Certification

ITIL Certification

Job description

Verra Mobility in the United States is seeking an experienced leader to manage and develop a team of Supervisors and Advanced Support Technicians within the Field Services Operations group. You will partner with the VP to drive service excellence, monitor OKRs and KPIs, forecast annual and quarterly performance, and advance reliability of photo enforcement systems.

You will collaborate with Product and Engineering, champion change management, analyze data to identify defects and cost savings,