Manager Command Center

Verra Mobility•Jersey City, NJ

About The Position

Verra Mobility is a global leader in smart mobility, developing technology-enabled solutions for safe and easy movement. The company installs safety cameras for municipalities and manages tolling transactions for large commercial fleets and rental car companies. The Command Center plays a crucial role in these operations.

Requirements

BS/BA degree required.
3+ years of experience in technical support, field services, or related fields.
3+ years of effective people leadership, including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and SLA attainment.
Excellent negotiation and problem resolution skills.
Excellent organizational and time management skills, ability to take initiative, use good judgment, demonstrate a strong sense of urgency and follow-up and carry multiple projects through to completion.
Qualified candidates will possess statistical/analytical skills, exemplary problem-solving abilities, and show initiative to get ahead of potential out-of-compliance processes.
Proven track record of building and maintaining effective internal and external working relationships.
Demonstrated business process engineering/re-engineering experience using Six Sigma, Lean or other formal process improvement methodology.
Excellent verbal/written communication and presentation skills, including a collaborative management style.

Nice To Haves

MBA
ITIL certification
Lean Six Sigma Training and Certification (Green belt or Black belt)

Responsibilities

Manage and lead a mixture of Supervisors and Advanced Support Technicians by providing coaching, development, and performance/talent management.
In partnership with VP of Field Services Operations, achieve service excellence and drive continuous improvement: maintain OKRs, KPIs, and identify interventions and propose solutions.
Contribute towards department P&L accuracy and tracking, which includes forecasting (annual and quarterly basis).
Collaborate with Product and Engineering to continuously increase technical support expertise within the Verra Command Center, and partner to improve the reliability of photo enforcement systems.
Champion change management and drive a customer-centric culture.
Track data to measure defects and make recommendations for cost efficiencies and operational enhancements, including automation, recommending software and hardware upgrades and changes.
Implement processes to facilitate in-depth analysis and reporting of technical issues, including root cause analysis leading to recommended remedial actions.
Provide leadership to improve performance and engagement through assessment, planning, organizing, coordinating, monitoring, and evaluating.
Maintain knowledge of trends and developments in Technical Support technology and recommends enhancements to senior leadership.
Identify, implement, and manage continuous improvement through the application of Six Sigma, Lean, or other similar methodologies in partnership with VP of Field Services Operations.
Other duties as assigned.