Director of Operations

Verra Mobility - Mesa, AZ (30+ days ago)3.4

Who we are...
Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities.

In a nutshell
We need an innovative leader to conceptualize and build a world class servicing organization for a brand new consumer product. You’ll work directly with executives and thought leaders at Verra Mobility to developing a servicing vision and strategies that exceed customer expectations and fulfill the product promise. You will be the hands-on servicing leader to help grow the business from our initial product launch this summer to a multiple site and channel servicing operation.

This is the kind of stuff you'll do
Leadership and strategy development of a new start-up call center operation, including workflow, technology, applications, services, and training resources.
Create and manage metrics, performance criteria, policies and procedures of the call center.
Direct forecasting activities and set and communicate performance goals and objectives accordingly
Oversee weekly, monthly, quarterly and annual performance of the call center
Drive customer engagement, adherence, and brand awareness by developing and executing a powerful customer engagement strategy
Develop a KPI framework to support the evaluation and continuous improvement of analytics and customer engagement strategies to drive the greatest return on investment
Develop a clear understanding of the customer, their journey and advocate across the business unit to co-create innovative customer solutions.
Conceptualizing and developing an on-shore/off-shore model and customer self-service solutions, such as text (chatbot), mobile and web technologies.
What we need in you
An aspiring high-performing candidate who is already a Director leading a multi-operational team, who is ready to make the move to a growing company for an exciting new opportunity.

Master’s Degree in Business, Management, Finance or related field, or an equivalent combination of education, training and experience is required.
10-15 years of experience in a dynamic customer and operational focused role leading multiple operational teams.
Experience with near-shore/off-shore management of multiple call centers
Strong analytical and quantitative skills with the ability to use data and metrics to back up assumptions, recommendations and drive actions.
Significant management skills with the ability to hire, develop, mentor and retain employees. Define and implement effective management structures and systems, establish and uphold high-performance standards and hold team accountable for results.
It’s uber-important for you to be highly adaptable to change; you are the champion of change for your team!
Ability to work well under pressure and juggle multiple priorities.
Strong analytical background to provide strategic thought leadership.
You think outside the box. You may not always know the answer, but you certainly know how to come to it!
Ability to listen, has strong emotional intelligence, is kind and has empathy, and understands people well.
You are a communicator; read, write and speak eloquently, you know how to get your point across efficiently and effectively to both customers and colleagues, and deliver excellent presentations too!
Advanced Excel skills, must be proficient with Microsoft Word, Excel, Power Point, Visio, MS Project and Outlook, familiarity with SharePoint.