Customer Success Operations Lead

Verra Mobility Corporation; Phoenix (AZ); On-site; USD 70,000 - 110,000; Full time

Job summary

Verra Mobility is seeking an Operations Analyst to drive customer-focused outcomes across the lifecycle. You will monitor satisfaction trends, coordinate cross-functional issue resolution, and deliver actionable insights to improve service delivery and efficiency.

The role emphasizes process creation, governance, and continuous improvement in Connected Vehicle Services, with a strong emphasis on data-driven decision making and stakeholder communication.

Qualifications

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

Responsibilities

• Serve as an operational advocate throughout the customer lifecycle.
• Monitor customer satisfaction trends and identify delivery improvements.
• Work cross-functionally to resolve customer issues.
• Develop recommendations to improve customer experience and efficiency.
• Champion a customer-first culture across Connected Vehicle Services.
• 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.
• Lead root cause investigations and problem solving.
• Design, document, implement, and improve processes and SOPs.
• Identify opportunities for automation and efficiency.
• Drive continuous improvement using Lean, Six Sigma, DMAIC, or similar.
• Establish governance and process controls for scale.
• Create process documentation and playbooks for growth.
• Coordinate operational and cross-functional projects and demos.

Skills

Strong analytical skills

Problem-solving abilities

Independent worker

Time management

Cross-functional collaboration

Prioritization of multiple initiatives

Communication skills

Education

Bachelor's degree in Business, Operations, Technology, Data Analytics, or related equivalent experience

Tools

Microsoft Office Suite

Advanced Microsoft Excel

AI Toolsets (Microsoft Copilot, OpenAI, Claude)

Process mapping tools

Job description

Verra Mobility is seeking an Operations Analyst to drive customer-focused outcomes across the lifecycle. You will monitor satisfaction trends, coordinate cross-functional issue resolution, and deliver actionable insights to improve service delivery and efficiency.

The role emphasizes process creation, governance, and continuous improvement in Connected Vehicle Services, with a strong emphasis on data-driven decision making and stakeholder communication.