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, OpenAI / ChatGPT, Claude, etc.) a Plus
Process mapping and workflow documentation tools a Plus
Industry Knowledge (Preferred)
Transportation and mobility ecosystems
Connected vehicle technologies
Vehicle telematics platforms
Fleet operations and fleet technology
Digital service operations
Customer support and service management environments
Behavioral Competencies
The successful candidate will demonstrate:
Customer-centric mindset
Technical aptitude and comfort learning new technologies
Innovative and forward-thinking approach
Strong analytical and critical thinking skills
Natural problem-solving abilities
Continuous improvement mindset
Exceptional attention to detail
High standards of quality and accountability
Strong work ethic and ownership mentality
Self-motivation and ability to work with minimal supervision
Excellent verbal and written communication skills
Strong organizational and time-management skills
Ability to influence and collaborate across functions
Adaptability and resilience in a dynamic environment
Commitment to delivering outstanding customer experiences
Verra Mobility Values
An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:
Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.
With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice
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.
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