About PRRS
Parking Revenue Recovery Services (PRRS) is a leading provider of technology-driven parking compliance and enforcement solutions across the United States. We partner with property owners and operators to deliver efficient, customer-focused solutions that support compliance while maintaining a strong emphasis on the customer experience.
As a growing organization, PRRS is focused on improving operational performance, enhancing the customer journey, and leveraging technology to deliver scalable results.
Position Summary
The Disputes Manager is responsible for overseeing the daily operations of the disputes team, ensuring timely and accurate resolution of customer disputes while maintaining a high standard of customer experience. This role drives team performance, manages ticket workflows, and ensures adherence to service level expectations.
This position plays a critical role in balancing productivity, quality, and turnaround time, while identifying trends, resolving operational issues, and partnering cross-functionally to improve dispute outcomes and reduce volume drivers.
Key Responsibilities
Operations, Performance & Team Leadership
- Oversee daily disputes operations, ensuring tickets are assigned, worked, and resolved within SLAs while maintaining control of backlog and workload distribution
- Monitor team performance across productivity, quality, and turnaround time, providing coaching, conducting 1:1s, and performing audits to drive accountability and development
- Handle escalations, voids, and complex cases, while serving as the primary point of contact for team support and real-time guidance
Reporting, Insights & Cross-Functional Support
- Track and report performance metrics, leveraging tools (e.g., DOMO) to identify trends, risks, and opportunities for improvement
- Monitor dispute trends and high-volume locations, partnering with internal teams to resolve issues and reduce future volume
- Support overall operations through participation in leadership meetings, team coverage as needed, and management of administrative responsibilities (timecards, attendance, bonus reporting, and operational checklists)
- Complete special projects and assignments as directed by the Senior Director of Revenue Operations
Qualifications
Required
· 5+ years of experience in a call center, customer support, or dispute resolution environment
· Prior management/supervisory experience is required
· Strong understanding of ticketing systems (e.g., Zoho) and workflow management
· Experience managing performance metrics, audits, and team productivity
· Strong analytical skills with the ability to interpret data and identify trends
· Excellent communication, organization, and problem-solving skills
· High school diploma or equivalent required; bachelor’s degree preferred or equivalent experience
Compensation & Benefits
- Competitive salary + Annual performance-based bonus opportunity
- Medical, Dental, and Vision Insurance
- 401(k) with company match
- Paid Time Off (PTO) + paid holidays
- Employee Assistance Program (EAP)
- Short-Term and Long-Term Disability
Work Environment & Requirements
· Monday through Friday schedule with rotating Saturdays as needed
· Onsite role requiring active floor presence and team engagement
· Hands-on leadership style with the ability to support both people and operations in real time
· Background check required
Equal Opportunity Employer Statement
PRRS is an Equal Opportunity Employer and is committed to providing a workplace free from discrimination and harassment
Pay: $70,000.00 - $77,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
