Manager Command Center

Verra Mobility•Philadelphia, PA

About The Position

Verra Mobility is a global smart mobility company that develops technology-enabled solutions for safer, easier transportation. Its work includes safety camera systems for police departments and municipalities, tolling and violation management for commercial fleets and rental car companies, and connected systems serving tolling authorities. The Manager Command Center leads Supervisors and Advanced Support Technicians, supporting their development and performance while working with the VP of Field Services Operations to achieve service excellence and continuous improvement. The role contributes to department financial tracking and forecasting, collaborates with Product and Engineering to build technical support expertise and improve system reliability, and promotes a customer-centric culture. It uses operational data and process-improvement methods to analyze technical issues, improve performance, and identify cost efficiencies and operational enhancements.

Requirements

Bachelor of Science or Bachelor of Arts degree required.
At least 3 years of experience in technical support, field services, or a related field.
At least 3 years of effective people leadership, including work direction, motivation, coaching and feedback, and staff development, with the expected outcome of 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 urgency and follow-up, and carry multiple projects through to completion.
Statistical and analytical skills, strong problem-solving abilities, and initiative to address potential out-of-compliance processes.
Proven ability to build and maintain effective internal and external working relationships.
Business process engineering or re-engineering experience using Six Sigma, Lean, or another formal process-improvement methodology.
Excellent verbal and written communication and presentation skills, including a collaborative management style.
Alignment with Verra Mobility’s values.

Nice To Haves

MBA.
ITIL certification.
Lean Six Sigma training and certification (Green Belt or Black Belt).

Responsibilities

Lead Supervisors and Advanced Support Technicians through coaching, development, and performance and talent management.
Partner with the VP of Field Services Operations to achieve service excellence and continuous improvement, maintain OKRs and KPIs, identify interventions, and propose solutions.
Contribute to department P&L accuracy and tracking, including annual and quarterly forecasting.
Collaborate with Product and Engineering to increase technical support expertise within the Verra Command Center and improve the reliability of photo enforcement systems.
Champion change management and promote a customer-centric culture.
Track data to measure defects and recommend cost efficiencies and operational enhancements, including automation and software or hardware upgrades and changes.
Implement processes for in-depth analysis and reporting of technical issues, including root-cause analysis and recommended remedial actions.
Improve performance and engagement through assessment, planning, organizing, coordinating, monitoring, and evaluation.
Maintain knowledge of technical support technology trends and developments and recommend enhancements to senior leadership.
Identify, implement, and manage continuous improvement using Six Sigma, Lean, or similar methodologies in partnership with the VP of Field Services Operations.
Perform other duties as assigned.