Operations Office Lead

Elovate•Philadelphia, PA

5d•Onsite

About The Position

The Operations Office Lead is responsible for the day-to-day operations of Elovate’s Philadelphia Payment Center and the remote ticket processing team. This role sits at the intersection of customer service, in-person payment reception, and ticket processing oversight — requiring a leader who can engage directly with the public at the walk-in payment counter, handle escalated customer contacts, and supervise a distributed team of remote processors. Reporting to the Director, Operations, the Operations Office Lead ensures the Philadelphia office runs smoothly, that processing SLAs are met, and that every customer interaction reflects Elovate’s commitment to accuracy and professionalism.

Requirements

2+ years of experience in an operations, data processing, or customer service environment, with at least 1 year in a supervisory or people management role.
Demonstrated ability to directly manage a team of frontline associates, including performance reviews, coaching, and employee relations.
Comfortable managing both in-person customer interactions and remote team members simultaneously — able to shift between counter service and supervisory responsibilities throughout the day.
Proven track record of improving team performance through consistent coaching, accountability, and development.
Excellent verbal and written communication skills, with the ability to engage effectively with frontline staff, leadership, and clients.
Proficient with Microsoft Office Suite; comfortable working in web-based processing, payment, or case management platforms.
Calm and decisive under pressure, with the ability to manage escalations and shift challenges without losing composure.

Nice To Haves

Experience in automated traffic enforcement, citation management, payment processing, or public-facing enforcement services.
Familiarity with citation management or payment processing platforms.
Experience supervising remote or distributed teams across multiple programs or geographies.
Associate degree or higher in a related field.
Bilingual or multilingual abilities are a plus, given the public-facing nature of the role.

Responsibilities

Serve as the on-site lead for the Philadelphia Payment Center — staffing the walk-in counter, accepting in-person payments, and ensuring smooth daily operations of the physical office.
Handle inbound customer service contacts — phone, in-person, and written — on behalf of automated traffic enforcement programs, providing accurate and professional support to members of the public.
Serve as the senior escalation point for complex, sensitive, or out-of-procedure customer interactions.
Oversee the day-to-day organization of the Philadelphia office environment, including facility needs, supply management, and vendor coordination.
Support onboarding logistics for new hires and ensure office records and documentation are current.
Directly supervise a team of approximately 8 remote ticket processors, holding accountability for day-to-day direction, performance management, and throughput.
Monitor processing queues and volumes to ensure tickets are reviewed accurately and within contractual SLA deadlines — escalating backlogs or at-risk expirations promptly.
Conduct regular one-on-ones and team check-ins; participate in the hiring, onboarding, and training of new processing staff.
Coordinate with Operations leadership on workload distribution, staffing adjustments, and program-specific processing requirements.
Escalate performance issues and partner with HR on corrective action as needed.
Foster a productive, accountable team environment where remote staff feel supported and are held to consistent quality and throughput standards.
Establish, monitor, and enforce quality standards for both ticket processing accuracy and customer service interactions.
Conduct regular audits of processed tickets to identify error trends, erroneous violations, and coaching opportunities — maintaining accuracy below contractual thresholds.
Ensure all processing activities comply with client SLAs, contractual obligations, and applicable jurisdictional requirements.
Monitor call quality through interaction scoring, ensuring adherence to program scripts and procedures; hold team accountable to quality and SLA performance targets.
Maintain thorough documentation of QA findings, error rates, and corrective actions; partner with Operations on client inquiries, citation disputes, or audit findings.
Deliver regular, structured coaching to processing staff and CSRs based on QA results, performance data, and observed behaviors.
Develop and execute improvement plans for associates who are not meeting performance standards, partnering with HR where necessary.
Support continuous learning by identifying training needs and working with the Director, Operations to address them through coaching, refresher training, or formal programs.
Model the professional standards and quality-first mindset expected of every team member.
Prepare and deliver regular operational updates, performance summaries, and exception reports to the Director, Operations.
Track and report on key metrics — processing throughput, ticket expiration risk, error rates, call quality scores, and SLA adherence — on a regular cadence.
Surface operational risks, processing bottlenecks, and improvement opportunities to the Director with supporting data and recommendations.
Communicate program updates, process changes, and policy guidance to the team clearly and promptly.
Identify opportunities to improve processing workflows, customer service procedures, and payment center operations — bringing recommendations to the Director, Operations.
Ensure program documentation, scripts, and reference materials are current, accessible, and consistently used by the team.
Partner with Operations, Compliance, and Customer Success teams on process changes that affect ticket processing, customer contact handling, or SLA requirements.
Comply with all Elovate policies, client contract requirements, and applicable regulations governing processing and payment center operations.
Support adoption of AI tools within the team — ensuring staff use AI tools effectively and responsibly.
Use AI-assisted quality monitoring and analytics tools to review processing and customer service interactions more efficiently, identify coaching opportunities, and track performance trends.
Leverage AI-powered dashboards and operational reporting tools to monitor processing throughput, ticket expiration risk, staffing levels, and SLA adherence.
Ensure staff are trained and comfortable using AI-assisted tools — reinforcing that all AI suggestions must be reviewed by a human before use.
Use AI writing tools to streamline shift reports, performance summaries, and internal communications more efficiently.
Serve as a feedback channel between the frontline team and the Director, Operations on AI tool performance, usability, and staff adoption.
Stay current on AI tools being introduced to operations and proactively learn new workflows to help the team adapt.