The Role
Coordinates Connected Vehicle Services projects, demonstrations, customer escalations, and cross-functional initiatives. Monitors KPIs and SLAs, creates reports and dashboards, analyzes root causes, improves processes, develops documentation and training, and supports implementation of products, integrations, and operational programs. The role promotes customer satisfaction, operational efficiency, continuous improvement, and timely issue resolution across multiple stakeholders.
Summary Generated by Built In
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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Skills Required
- Bachelor's degree in Business, Operations, Technology, Data Analytics, or equivalent related experience
- Three or more 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
- Ability to work independently in a fast-paced environment
- Ability to prioritize competing demands and manage multiple initiatives simultaneously
- 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
- Knowledge of Lean, Six Sigma, DMAIC, Agile, Scrum, Kanban, or continuous improvement methodologies
- Experience managing operational projects across multiple stakeholders
- Experience using data and automation to improve operational performance and customer outcomes
- Advanced Microsoft Excel skills, including PivotTables, lookups, data analysis, reporting, and dashboards
- Experience with Salesforce CRM
- Familiarity with AI productivity and analytics tools such as Microsoft Copilot, OpenAI ChatGPT, or Claude
Verra Mobility Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Verra Mobility and has not been reviewed or approved by Verra Mobility.
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Retirement Support — Retirement benefits are considered strong, with a 401(k) match that vests immediately and automatic enrollment for new hires. This component stands out alongside financial tools like HSA/FSA options.
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Parental & Family Support — Paid parental leave at full pay and additional family-forming support are highlighted as part of the package. These programs contribute to a perception of comprehensive family support.
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Flexible Benefits — The package offers multiple medical plan options with HSA contributions and a wide array of ancillary programs such as EAP, mental health resources, identity protection, and tuition aid. Breadth and choice are positioned as relative strengths in some teams.
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The Company
What We Do
Verra Mobility focuses on making life safer, easier and more connected for our customers and the communities we serve. As a global leader in smart transportation, we work alongside our customers and behind the scenes to relentlessly develop customized technology solutions to solve complex transportation challenges. We seamlessly connect people, technology and data across the smart mobility ecosystem.
