Project Coordinator

Verra Mobility•Mesa, AZ

10d

About The Position

The Project Coordinator supports Connected Vehicle Services and Innovation initiatives by coordinating operational projects, customer experience activities, case escalations, performance analysis, process improvement, training, and demonstrations. The role serves as an operational advocate for customers and partners throughout the customer lifecycle, monitors satisfaction and service performance, and works across teams to resolve issues and improve service delivery. The position analyzes operational metrics and service level agreements, produces recurring reports and dashboards, identifies trends and risks, and recommends corrective actions. It manages complex customer escalations, supports root cause investigations, and develops and monitors corrective and preventive actions. The coordinator also designs and documents processes and workflows, advances continuous improvement and automation, maintains operational knowledge resources, and supports training and adoption of new tools and capabilities. The role coordinates meetings, status reporting, stakeholder communications, product and service implementations, OEM integrations, partner programs, and demonstrations. Success requires strong analytical, organizational, communication, and problem-solving abilities, along with a customer-centric mindset and the ability to manage multiple initiatives independently.

Requirements

Bachelor's degree in Business, Operations, Technology, Data Analytics, or equivalent related 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.
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.
Experience managing operational projects across multiple stakeholders.
Experience using data and automation to improve operational performance and customer outcomes.
Advanced Microsoft Excel skills, including Pivot Tables, lookups, data analysis, reporting, and dashboards.
Salesforce CRM experience.
Experience with Microsoft Copilot, OpenAI/ChatGPT, Claude, or other AI toolsets.
Familiarity with process mapping and workflow documentation tools.

Responsibilities

Serve as an operational advocate for customers and partners throughout the customer lifecycle.
Monitor customer satisfaction trends and identify opportunities to enhance service delivery.
Coordinate cross-functional efforts to resolve customer issues and inquiries in a timely manner.
Recommend improvements to customer experience and operational efficiency.
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.
Recommend corrective actions to improve operational effectiveness and SLA compliance.
Manage complex customer escalations through resolution and coordinate investigations with cross-functional teams.
Ensure escalated cases are documented, communicated, and followed through; maintain visibility of high-priority issues and update leadership.
Design, document, implement, and improve operational processes, workflows, standard operating procedures, and governance controls.
Identify automation and efficiency opportunities and drive continuous improvement initiatives using Lean, Six Sigma, DMAIC, or similar methods.
Create process documentation and operational playbooks.
Lead root cause investigations, analyze operational data and customer feedback, and develop corrective and preventive action plans.
Implement and monitor solutions to ensure sustainable improvements; 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 current, accessible knowledge repositories and support adoption of tools, technologies, processes, and AI-enabled capabilities.
Coordinate operational and cross-functional projects and demonstrations for Connected Vehicle Services and Innovation initiatives.
Facilitate project meetings, status reporting, and stakeholder communication.
Support implementation of products, services, OEM integrations, partner programs, and operational initiatives while maintaining alignment with business goals and customer outcomes.