Customer Experience Operations Lead

Verra Mobility Corporation; Mesa (AZ); On-site; USD 80,000 - 110,000; Full time

Job summary

Verra Mobility Corporation seeks an experienced operations professional to serve as an operational advocate for customers and partners throughout the customer lifecycle. You will monitor satisfaction trends, work cross-functionally to resolve escalations, and develop recommendations to improve customer experience and operational efficiency in Connected Vehicle Services.

This role emphasizes a customer-first culture, SLA management, and data-driven improvements, with opportunities to lead

Qualifications

• Bachelor's degree in Business, Operations, Technology, Data Analytics, or related field.
• 3+ years in operations, business analysis, customer success operations, or related roles.
• Experience managing customer issues, operational support processes, or escalation workflows.
• Strong analytical and problem-solving capabilities.
• Experience creating reports, dashboards, and operational metrics.
• Demonstrated ability to work independently in a fast-paced environment.
• Proven ability to prioritize competing demands and manage multiple initiatives simultaneously.

Responsibilities

• Serve as an operational advocate for customers and partners throughout the customer lifecycle.
• Monitor customer satisfaction trends and identify opportunities to enhance service delivery.
• Work cross-functionally to ensure timely resolution of customer issues and inquiries.
• Develop recommendations that improve overall customer experience and operational efficiency.
• Champion a customer-first culture across Connected Vehicle Services initiatives.
• Monitor, measure, and analyze operational performance metrics, KPIs, and SLAs.
• Produce recurring operational reports, dashboards, scorecards, and executive summaries.
• Identify trends, bottlenecks, and emerging risks within customer case management processes.
• Recommend corrective actions to improve operational effectiveness and SLA compliance.
• Support continuous monitoring of operational health and customer service performance.
• Manage complex customer escalations through resolution.
• Coordinate cross-functional teams to investigate and resolve operational issues.
• Ensure appropriate documentation, communication, and follow-through on escalated cases.

Skills

Analytical thinking

Problem solving

Communication

Time management

Cross-functional collaboration

Independent worker

Prioritization

Education

Bachelor's degree in Business, Operations, Technology, Data Analytics

Tools

Salesforce CRM

AI Tools

Process mapping tools

Job description

Verra Mobility Corporation seeks an experienced operations professional to serve as an operational advocate for customers and partners throughout the customer lifecycle. You will monitor satisfaction trends, work cross-functionally to resolve escalations, and develop recommendations to improve customer experience and operational efficiency in Connected Vehicle Services.

This role emphasizes a customer-first culture, SLA management, and data-driven improvements, with opportunities to lead