Senior Director of Operations

Verra Mobility • Mesa, AZ

6d • Onsite

About The Position

The Senior Director of Operations is an enterprise-level leader responsible for translating strategic objectives into operational execution while making financially sound, data-driven decisions. This role oversees multiple complex operational domains, ensuring exceptional service delivery, cross-functional alignment, and a customer-centric approach that drives measurable improvements in NPS, CSAT, and overall customer value.

Requirements

• 10+ years of progressive leadership experience in multi-team, high-volume operational environments.
• Proven expertise in customer engagement, VOC integration, and influencing customer-facing outcomes.
• Advanced financial acumen and experience managing enterprise-scale budgets.
• Strong strategic thinking, cross-functional collaboration, and executive presence.
• This position is not eligible for sponsorship now or in the future and you must be locally located and comfortable commuting into office.

Responsibilities

• Provide strategic oversight and leadership across multiple operational areas, guiding Directors and senior managers.
• Engage proactively with senior customer stakeholders to gather Voice of Customer (VOC), identify strategic needs, and align operational and product priorities.
• Drive customer satisfaction outcomes through process improvements, technology enablement, and experience-focused operational design.
• Influence product roadmaps by translating operational data and customer insights into enhancement opportunities.
• Lead long-range planning, including workforce strategies, technology investments, and scalable process design.
• Own enterprise-level operational KPIs, ensuring performance, quality, and cost optimization.
• Establish expectations, governance, and strategic alignment for Account Management, Product, and Operations stakeholders.
• Foster high-performance culture through leadership development, coaching, and strong organizational influence.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees