Project Coordinator

Verra Mobility•Mesa, AZ

About The Position

The Project Coordinator supports customer experience, operations analysis, case management, process improvement, training, and project coordination for Connected Vehicle Services and Innovation initiatives. The role advocates for customers and partners throughout the customer lifecycle, monitors satisfaction and operational performance, coordinates escalations, and develops recommendations to improve service delivery and efficiency. The coordinator produces operational reports and dashboards, monitors KPIs and service level agreements, investigates root causes, and helps implement corrective and preventive actions. The role also designs and maintains processes, workflows, standard operating procedures, training materials, and knowledge resources. It coordinates cross-functional projects and demonstrations, including initiatives involving new products, services, OEM integrations, and partner programs, while keeping work aligned with business goals and customer outcomes.

Requirements

Bachelor's degree in Business, Operations, Technology, Data Analytics, or related equivalent experience.
At least 3 years of experience in operations, business analysis, customer success operations, customer support, project coordination, process improvement, or related roles.
Experience managing customer issues, operational support processes, or escalation workflows.
Strong analytical and problem-solving capabilities.
Experience creating reports, dashboards, and operational metrics.
Ability to work independently in a fast-paced environment.
Ability to prioritize competing demands and manage multiple initiatives simultaneously.
Proficiency with Microsoft Office Suite, including Word, Excel, PowerPoint, Outlook, and Teams.
Advanced Microsoft Excel skills, including Pivot Tables, Lookups, data analysis, reporting, and dashboards.
Customer-centric mindset, technical aptitude, attention to detail, accountability, and ownership.
Strong verbal and written communication, organizational, and time-management skills.
Ability to collaborate and influence across functions, adapt to a dynamic environment, and work with minimal supervision.

Nice To Haves

Experience in transportation, mobility, tolling, fleet management, telematics, connected vehicle services, automotive technology, or related industries.
Knowledge of connected vehicle ecosystems, vehicle telematics, OEM integrations, fleet operations, or transportation technology solutions.
Experience supporting customer-facing technology products and services.
Knowledge of Lean, Six Sigma, DMAIC, Agile, Scrum, Kanban, or continuous improvement methodologies.
Familiarity with AI-powered productivity and analytics tools, such as Microsoft Copilot, OpenAI/ChatGPT, or Claude.
Experience managing operational projects across multiple stakeholders.
Experience using data and automation to improve operational performance and customer outcomes.
Salesforce CRM experience.
Familiarity with process mapping and workflow documentation tools.
Knowledge of transportation and mobility ecosystems, connected vehicle technologies, vehicle telematics platforms, fleet operations and technology, digital service operations, or customer support and service management environments.

Responsibilities

Advocate for customers and partners throughout the customer lifecycle and champion a customer-first culture.
Monitor customer satisfaction trends and identify opportunities to improve service delivery.
Coordinate timely resolution of customer issues and inquiries across functions.
Monitor, measure, and analyze operational metrics, KPIs, and service level agreements.
Produce recurring operational reports, dashboards, scorecards, and executive summaries.
Identify trends, bottlenecks, and emerging risks in customer case management processes and recommend corrective actions.
Manage complex customer escalations through resolution, ensuring documentation, communication, follow-through, and leadership updates.
Design, document, implement, and improve operational processes, workflows, standard operating procedures, governance, and process controls.
Identify automation and operational efficiency opportunities and drive continuous improvement initiatives.
Lead root cause investigations, analyze data and feedback, develop corrective and preventive action plans, and monitor solutions for sustainable improvement.
Facilitate problem-solving workshops and cross-functional resolution efforts.
Develop training materials, job aids, operational documentation, and best practices; facilitate onboarding and ongoing training.
Maintain knowledge repositories and support adoption of new tools, technologies, processes, and AI-enabled capabilities.
Coordinate operational and cross-functional projects and demonstrations supporting Connected Vehicle Services and Innovation initiatives.
Facilitate project meetings, status reporting, and stakeholder communications.
Support implementation of new products, services, OEM integrations, partner programs, and operational initiatives.
Ensure projects and demonstrations align with business goals and customer outcomes.