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Verra Mobility Director, Customer Operations in Mesa, Arizona

Verra Mobility is a global leader in smart mobility. A combination of the global capabilities and talents of American Traffic Solutions (ATS), Highway Toll Administration (HTA), and Euro Parking Collection (EPC), the company develops technology-enabled solutions that help the world move safely and easily. Verra Mobility fosters the development of safe cities, working with police departments and municipalities by operating more than 4,000 red-light, speed, and school bus stop arm safety cameras in more than 200 jurisdictions across North America. The company also creates smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for more than 8.5 million vehicles. Verra Mobility is a leading provider of connected systems, processing nearly 165 million transactions each year through connectivity with more than 50 individual tolling authorities and more than 400 issuing authorities. Arizona-based Verra Mobility Corp. currently operates in 15 countries and in 22 languages.

Focused on solutions that help the world move safely and easily, Verra Mobility builds safe cities, smart roadways, and the connected systems that tie them together. The company is constantly looking toward the future, ensuring it creates relevant solutions today that will work tomorrow. Seeking to understand new customers, regions, and businesses that will shape tomorrow’s smart mobility experiences, Verra Mobility strives to ensure more people around the world reach their destination safely and easily. Keeping its core principles front and center, Verra Mobility is fueled by relationships, driven by impact, guided by what’s right, and energized by what’s next.

Culture

Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.

The Director of Customer Operations will seek to transform our approach to servicing customers and ensuring service excellence and continuity for both Verra Mobility and the customer. This leader will be tasked with creating a new organization to create improved customer outcomes and experiences through excellence in program delivery and operation. The key indicators of success will be program continuity measured by disruptions, improving/improved Net Promoter Scores renewal rates and program expansions.

  • Develop operational excellence strategies for current and prospective customers

  • Consolidate existing functions to create a cohesive organization focused on delivering flawless customer program execution from project implementation through program operation

  • Lead a team of passionate individuals from best practice adoption through coaching, mentoring and talent development

  • Create robust customer program measurement, monitoring and alerting capabilities to ensure best in class program performance

  • Develop robust solutions for customer and business challenges to ensure continuous improvement in customer programs and experiences

  • Engage early in the customer onboarding process to ensure program requirements capture to establish a strong knowledgebase foundation to ensure successful implementation

  • Deliver customer training during program implementation to ensure successful customer adoption and world-class customer experiences

  • Work cross-functionally throughout the organization to both meet customer expectations and proactively resolve issues prior to program impact

  • Drive program success through rigorous and process driven oversight and problem solving

  • Drive continuous process improvement and customer program efficacy

  • Bachelor’s degree required in an applicable field, MBA preferred

  • Minimum 5 years’ experience managing diverse teams required

  • Minimum experience creating entreprise level new customer programs from scratch required

  • Minimum 10 years’ experience with increasing responsibility in areas of business process improvement, customer success, operations in a Technology or IT company required

  • Preferred industry - traffic signal management, telecom, data center, utility infrastructure providers, etc

  • Advanced problem-solving skills with the ability to effectively analyze and interpret business level data

  • Advanced ability to influence, engage and maintain highly-effective cross-functional relationships, internally and externally

  • Ability to read, analyze, and interpret various government regulations, as it applies to a given customer’s needs

  • Operational experience servicing customers

  • Familiarity with servicing government customers

  • Experience creating new organizations and leading through change

  • Outcomes oriented

  • Problem solver mentality

  • Analytical mindset and process oriented

  • Previous experience in leading a customer success organization preferred

Aligned with Verra Mobility Values

  • Do What’s Right – We’ve committed to doing the right thing for each other and for our customers – integrity is our DNA

  • Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.

  • Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.

  • Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.

Verra Mobility is an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.

External Company URL: www.verramobility.com

Street: 1150 N Alma School Rd.

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