Processing Manager

Polaris Software•Boston, MA

9d•Onsite

About The Position

Sitestream, a Polaris Software company based in Beverly, MA, is seeking a detail-oriented and operationally focused Processor Manager to lead the day-to-day management of our citations processing function. As part of a fast-growing, mission-driven company, you will help ensure that our partner communities receive high-quality, reliable program outcomes. A strong work ethic, consistency, and the ability to stay focused in a fast-paced environment are essential for this role. In this role, you will be contributing towards technology that helps our customers make the world safer and fairer. In this role you will be responsible for overseeing the citations pipeline from intake to completion, ensuring accuracy and volume SLAs are consistently met, and managing the schedules and performance of a team of part-time processors. You will work closely with the VP of Operations, Support Engineer, Processor Team Leader, and act as a hands-on working supervisor - processing citations yourself when operational demand requires it. This is a compliance-sensitive, confidentiality-driven role at the heart of our revenue-generating operations.

Requirements

Previous supervisory or team leadership experience in an operations, data processing or compliance environment
Experience working in an SLA-driven, high-volume processing role
Comfortable producing operational reports and working with workflow tracking tools
Proficiency with Microsoft Office Suite and ability to learn new software quickly
Must be able to pass a comprehensive background check, including fingerprinting

Nice To Haves

Familiarity with citations, traffic enforcement, law enforcement systems or similar compliance-sensitive operations is advantageous but not essential

Responsibilities

Monitor the citations workflow from queue intake through to completion, ensuring daily, weekly and monthly volume and accuracy SLAs are met. Identify and escalate bottlenecks, backlogs or quality issues before they impact programme commitments. Maintain live visibility of pipeline status and report regularly to the VP of Operations.
Direct the day-to-day workflow of team members in real time, assigning and redistributing work in accordance with pipeline urgency. Make active decisions about prioritisation when volumes spike or deadlines shift, ensuring the most time-sensitive citations are always actioned first.
Manage the schedules of the citations processing team, ensuring adequate coverage at all times and alignment with operational demand. Support and develop the Team Lead, acting as the primary point of escalation for team issues. Conduct performance check-ins, provide coaching, and manage absence or underperformance in a timely and constructive manner.
Process citations directly when required - stepping in to support volume during peak periods, cover capacity gaps, or model quality standards for the team. This is a working manager role and direct processing experience is expected and valued.
Support the Team Lead in training new processors, contributing to structured onboarding programmes that set new starters up for accuracy, efficiency and compliance from day one. Maintain up-to-date training materials and ensure onboarding is consistent and well-documented.
Liaise with the Support Engineer and Product team to understand issues affecting camera viability; including system outages, image quality problems and data integrity issues, that could impact the volume of processable citations and therefore programme revenue. Report findings and operational impact promptly to the VP of Operations.
Produce regular pipeline and performance reports for the VP of Operations covering volume throughput, accuracy rates, SLA adherence and team productivity. Maintain and improve workflow documentation, ensuring processes are clearly defined and consistently followed across the team.
Oversee quality control processes, reviewing escalated citations and ensuring programme guidelines are applied correctly and consistently. Work with the Team Lead to identify recurring errors, implement corrective measures and maintain the standard of review required by law enforcement partners.
Ensure all team members adhere to programme requirements, company policies and confidentiality standards at all times. This is a compliance-sensitive role, the manager is responsible for maintaining a culture of integrity, accuracy and discretion across the entire citations function.
Identify opportunities to improve workflow efficiency, reduce error rates and scale capacity in line with business growth. Contribute to process documentation and support the team as the business expands into new markets.