Project Coordinator

verramobility; Mesa (AZ); On-site; USD 80,000 - 120,000; Full time

Job summary

verramobility is seeking a detail-focused operations professional to own the customer experience across the lifecycle. You will monitor satisfaction trends, drive improvements, and coordinate cross-functional teams to resolve issues and optimize service delivery.

The role emphasizes data-driven decisions, process optimization, and a customer-first culture within Connected Vehicle Services initiatives. Strong analytical skills and experience with dashboards are valued.

Qualifications

• Bachelor's degree in Business, Operations, Technology, Data Analytics, or related field.
• 3+ years in operations, business analysis, customer success ops, customer support, project coordination, or process improvement.
• 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 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 customer experience and operational efficiency.
• Champion a customer-first culture across Connected Vehicle Services initiatives.

Skills

Analytical thinking

Problem solving

Independent work

Prioritization

Multi-project management

Education

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

Tools

Office Suite

Advanced Excel

Salesforce CRM

AI Toolsets

Job description

Primary Responsibilities

• Customer Experience Ownership
  • 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.
• Operations Analysis & SLA Management
  • Monitor, measure, and analyze operational performance metrics, KPIs, and service level agreements (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.
• Customer Case Management & Escalations
  • 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.
  • Maintain visibility into high-priority customer issues and provide status updates to leadership.
  • Drive timely issue resolution while balancing customer satisfaction and business objectives.
• Process Creation & Continuous Improvement
  • Design, document, implement, and improve operational processes, workflows, and standard operating procedures.
  • Identify opportunities for automation and operational efficiency.
  • Drive continuous improvement initiatives using Lean, Six Sigma, DMAIC, or similar methodologies.
  • Establish governance and process controls that support scale and consistency.
  • Create process documentation and operational playbooks to support organizational growth.
• Problem Solving & Root Cause Analysis
  • Lead structured root cause investigations for operational incidents and recurring issues.
  • Analyze operational data, customer feedback, and business metrics to identify systemic problems.
  • Develop corrective and preventive action plans.
  • Implement and monitor solutions to ensure sustainable improvements.
  • Facilitate problem-solving workshops and cross-functional resolution efforts.
• Training & Knowledge Management
  • Develop training materials, job aids, operational documentation, and best practices for internal and external customers.
  • Facilitate onboarding and ongoing training for team members and stakeholders.
  • Promote a culture of operational excellence and continuous learning.
  • Maintain knowledge repositories and ensure documentation remains current and accessible.
  • Support adoption of new tools, technologies, processes, and AI-enabled capabilities.
• Project and Demonstration Coordination
  • Coordinate operational and cross-functional projects and demonstrations supporting Connected Vehicle Services and Innovation initiatives.
  • Facilitate project meetings, status reporting, and stakeholder communication.
  • Support implementation of new products, services, OEM integrations, partner programs, and operational initiatives.
  • Ensure projects and demonstrations remain aligned to business goals and customer outcomes.

Required Qualifications

• Bachelor's degree in Business, Operations, Technology, Data Analytics, or related equivalent experience.
• 3+ years of experience in operations, business analysis, customer success operations, customer support, project coordination, process improvement, 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.

Preferred Qualifications

• Experience in transportation, mobility, tolling, fleet management, telematics, connected vehicle services, automotive technology, or related industries.
• Knowledge of connected vehicle ecosystems, vehicle telematics, OEM integrations, fleet operations, or transportation technology solutions.
• Experience supporting customer-facing technology products and services.
• Knowledge of Lean, Six Sigma, DMAIC, Agile, Scrum, Kanban, or continuous improvement methodologies.
• Familiarity with AI-powered productivity and analytics tools.
• Experience managing operational projects across multiple stakeholders.
• Experience leveraging data and automation to improve operational performance and customer outcomes.

Required Skills & Tools

• Software & Technology
  • Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams)
  • Advanced Microsoft Excel (Pivot Tables, Lookups, Data Analysis, Reporting, Dashboards)
  • Salesforce CRM a Plus
  • AI Toolsets (Microsoft Copilot, Ope