Operations Manager

Elovate•Baltimore, MD

15d

About The Position

Position Summary We are seeking an experienced and results-driven Operations Manager to lead and support high-performing teams in Customer Service & Ticket Processing . This role is responsible for overseeing day-to-day operations, optimizing workflows, ensuring compliance with government and regulatory requirements, and driving continuous improvement. The ideal candidate is a hands-on leader with strong organizational, analytical, and communication skills, capable of managing data-sensitive processes and service delivery in a fast-paced environment. Key Responsibilities Leadership & Team Management Lead and manage teams responsible for customer service and ticket processing operations. Develop team goals and KPIs aligned with company objectives . Provide coaching, training, performance management, and career development support. Foster a culture of accountability, collaboration, and continuous improvement. Operational Oversight Oversee daily workflow and task assignments for ticket processing a nd cu stomer service and post issuance teams. Ensure timely and accurate transmission of data to appropriate internal and external stakeholders. Monitor process efficiency and initiate improvements in operational procedures and systems. Ticket Processing Ensure that all teams process violations accurately and adhere to all particular client business rules Oversee processing timelines, and ensure violations procced through all required steps of the lifecycle within contractual and legislative timelines Strive to limit operationally controlled SLAs or Liquidated Damages Maintain strict adherence to privacy, quality, and compliance standards established by government and regulatory bodies. Customer Service & Post Issuance Ensure that all teams receive calls as per the contractual and internally requir ed guidelines Ensure all teams adhere to benchmark metrics as it relates to call response and handle times Act as primary liaison with Lockbox contractor Act as primary liaison with Print subcontractor Compliance & Quality Assurance Ensure operations comply with all contractual obligations, partner expectations, and relevant legislation. Work closely with compliance and QA teams to monitor adherence to internal policies and external regulations. Identify and resolve data discrepancies or processing errors. Cross-Functional Collaboration Partner with IT, Compliance, and other departments to address system issues, support audits, and implement enhancements. Act as the operational point of contact for partner agencies and clients as . Qualifications Education & Experience: Bachelor’s degree in Business , Operations Management, or related field (or equivalent experience). 5+ years of operational leadership experience in a customer service or data processing environment OR 1+ years with direct photo enforcement operational leadership experience . Experience managing teams in regulated industries or working with government partners preferred. Skills & Competencies: Strong people leadership and team development skills. Excellent organizational, analytical, and problem-solving abilities. Proficiency in data entry, imaging software, and workflow management tools. High attention to detail with a focus on accuracy and compliance. Strong verbal and written communication skills . Ability to manage multiple priorities under tight deadlines. Work Environment & Physical Requirements Primarily office-based with occasional travel to site locations if . Role may involve extended periods working at a computer or overseeing production environments.

Requirements

Bachelor’s degree in Business , Operations Management, or related field (or equivalent experience).
5+ years of operational leadership experience in a customer service or data processing environment OR 1+ years with direct photo enforcement operational leadership experience
Strong people leadership and team development skills.
Excellent organizational, analytical, and problem-solving abilities.
Proficiency in data entry, imaging software, and workflow management tools.
High attention to detail with a focus on accuracy and compliance.
Strong verbal and written communication skills
Ability to manage multiple priorities under tight deadlines.

Nice To Haves

Experience managing teams in regulated industries or working with government partners preferred.

Responsibilities

Lead and manage teams responsible for customer service and ticket processing operations.
Develop team goals and KPIs aligned with company objectives
Provide coaching, training, performance management, and career development support.
Foster a culture of accountability, collaboration, and continuous improvement.
Oversee daily workflow and task assignments for ticket processing a nd cu stomer service and post issuance teams.
Ensure timely and accurate transmission of data to appropriate internal and external stakeholders.
Monitor process efficiency and initiate improvements in operational procedures and systems.
Ensure that all teams process violations accurately and adhere to all particular client business rules
Oversee processing timelines, and ensure violations procced through all required steps of the lifecycle within contractual and legislative timelines
Strive to limit operationally controlled SLAs or Liquidated Damages
Maintain strict adherence to privacy, quality, and compliance standards established by government and regulatory bodies.
Ensure that all teams receive calls as per the contractual and internally requir ed guidelines
Ensure all teams adhere to benchmark metrics as it relates to call response and handle times
Act as primary liaison with Lockbox contractor
Act as primary liaison with Print subcontractor
Ensure operations comply with all contractual obligations, partner expectations, and relevant legislation.
Work closely with compliance and QA teams to monitor adherence to internal policies and external regulations.
Identify and resolve data discrepancies or processing errors.
Partner with IT, Compliance, and other departments to address system issues, support audits, and implement enhancements.
Act as the operational point of contact for partner agencies and clients as