Director, Operational Excellence & Service Transformation

Verra Mobility•Mesa, AZ

22h

About The Position

The Director of Operational Excellence & Service Transformation leads enterprise-wide initiatives that ensure reliable, scalable service delivery while embedding Lean principles and continuous improvement across commercial and operational value streams. This role partners across operations, technology, product, and external stakeholders to improve customer outcomes, operational efficiency, and long-term business growth through disciplined execution, data-driven decision-making, and standardized ways of working.

Requirements

Bachelor’s degree in business, operations, information systems, or a related field
10+ years of progressive leadership experience in service delivery, operations, or business process improvement.
Extensive experience leading Lean, Continuous Improvement, or Operational Excellence initiatives.
Expertise in Lean tools such as Value Stream Mapping, Kaizen, Visual Management, Standard Work, and problem-solving frameworks.
Experience defining business requirements for technology-enabled process improvements.
Strong analytical, facilitation, and change leadership skills with influence across functions.
Proven ability to manage multiple complex initiatives and deliver measurable business results.
Ability to travel up to 20 -2 5 % as .

Nice To Haves

Master’s degree preferred.
Lean Six Sigma Black Belt or Master Black Belt certification preferred.

Responsibilities

Service Delivery & Reliability Lead strategies that drive consistent, high-quality service delivery through repeatable, measurable, and process-driven approaches.
Ensure operational reliability across customer-facing and transactional services, coordinating cross-functional teams to deliver outcomes on time and as expected.
Influence service expansion strategies, operational readiness, and scalable delivery models.
Operational Excellence & Lean Transformation Drive Lean transformation initiatives across service and technology value streams using industry best practices.
Establish governance frameworks including standard work, KPIs, visual management, and performance routines.
Lead value stream mapping and workflow redesign to improve speed, capacity, and customer experience.
Continuous Improvement & Capability Building Lead Kaizen events and problem-solving initiatives from concept through sustainment.
Coach leaders and teams on Lean principles, structured problem-solving, and continuous improvement practices.
Promote a culture of accountability, ownership, and data-driven decision-making.
Technology & Enablement Partner with technology and product teams to define operational requirements for automation, systems, and analytics.
Translate operational needs into clear business requirements supporting scalable service delivery.
Support discovery, design, and rollout of tools that increase efficiency while preserving service quality.
Cross-Functional Leadership & Stakeholder Engagement Lead and influence cross-functional teams and external partners to support growth and transformation initiatives.
Communicate effectively with executive, technical, and frontline stakeholders.
Manage multiple initiatives simultaneously in a fast-paced environment.