Command Center Manager, Technical Operations

Verra Mobility Corporation; New York (NY); On-site; USD 95,000 - 135,000; Full time

Job summary

Verra Mobility is seeking a Senior Manager to lead a team of Supervisors and Advanced Support Technicians and partner with Product and Engineering to enhance the reliability of photo enforcement systems.

You will forecast and track department P&L, drive Six Sigma/Lean initiatives, and champion a customer-centric culture while delivering service excellence across field services operations.

Qualifications

• BS/BA degree required.
• 3+ years of experience in technical support, field services, or related fields.
• 3+ years of effective people leadership with demonstrated coaching and SLA attainment.
• Excellent negotiation and problem resolution skills.
• Strong organizational and time management abilities with multiple projects.
• Analytical skills and initiative to improve processes and compliance.
• Proven track record in building internal/external relationships.
• Experience with Six Sigma or Lean process improvement is a plus.

Responsibilities

• Manage and lead Supervisors and Advanced Support Technicians with coaching and performance management.
• Work with VP of Field Services Operations to achieve service excellence and drive improvements.
• Forecast and track department P&L on an annual and quarterly basis.
• Collaborate with Product and Engineering to improve technical support and system reliability.
• Champion change management and drive a customer-centric culture.
• Analyze data to identify defects and cost-efficiencies; propose software/hardware upgrades.
• Implement root cause analysis and remedial actions for technical issues.
• Provide leadership to improve performance and engagement.
• Stay informed on trends in Technical Support technology and suggest enhancements.
• Lead continuous improvement via Six Sigma, Lean, or similar methodologies.

Skills

People leadership

Technical support

Communication skills

Analytical skills

Problem solving

Project management

SLA attainment

Education

BS/BA degree

MBA

Tools

ITIL certification

Lean Six Sigma

Job description

Verra Mobility is seeking a Senior Manager to lead a team of Supervisors and Advanced Support Technicians and partner with Product and Engineering to enhance the reliability of photo enforcement systems.

You will forecast and track department P&L, drive Six Sigma/Lean initiatives, and champion a customer-centric culture while delivering service excellence across field services operations.