Senior Enforcement Operations & Compliance Specialist

Metropolis Technologies•Nashville, IN

8d•$65,000 - $75,000•Onsite

About The Position

The Senior Enforcement Operations & Compliance Specialist ensures the quality, compliance, consistency, and risk mitigation of enforcement operations across internal teams, outsourced business process outsourcing (BPO) partners, and third-party vendors. The role combines operational oversight, compliance strategy, and data analytics, overseeing daily waiver, refund, and collections workflows; monitoring regulatory trends; auditing collections and vendor data lifecycle transfers; and developing executive-level reporting to support continuous improvement. The position handles enforcement disputes and high-risk violations, maintains audit-ready compliance documentation, ensures workflows meet applicable regulatory requirements, and oversees quality assurance for BPO teams and vendors. It also manages partner data integrations, tracks operational service levels and outcomes, collaborates across departments, supports location onboarding, and improves internal tools and workflows.

Requirements

3–5+ years of experience in enforcement and/or parking operations, compliance, trust and safety, regulatory audit, support quality assurance, or risk management.
Strong proficiency in operational data analysis, spreadsheet modeling, and building actionable reports or dashboards.
Practical experience managing or auditing BPO support teams, vendor SLAs, third-party collections, or skip-tracing data workflows.
Exceptional written and verbal communication skills, including experience producing clear case summaries and recommendation memos.
Strong attention to detail, investigative curiosity, sound judgment, systems thinking, and commitment to process integrity.

Responsibilities

Triage, investigate, and document enforcement disputes, edge cases, and high-risk violations to support fair, accurate, audit-ready resolution.
Own and execute daily waiver and refund reviews in alignment with compliance policies and financial controls.
Maintain centralized, audit-ready documentation for enforcement procedures, dispute-handling logic, and compliance standards.
Ensure enforcement activities and workflows adhere to federal, state, and local regulatory requirements.
Oversee the Vendor Quality Assurance program and regularly audit outsourced BPO support teams and vendor-processed data, including license plate verification and skip-trace returns.
Coordinate implementation, quality assurance, and formatting of enforcement collateral such as mailers and notices; verify vendor SLA compliance and standards before distribution.
Identify coaching opportunities and work with the Manager to develop QA rubrics that improve BPO resolution accuracy and policy and SLA adherence.
Manage daily file transfers and data integrations with third-party enforcement, skip-tracing, and collection partners; ensure data accuracy and resolve processing errors proactively.
Track and report operational SLAs, waiver turnaround times, refund consistency, and dispute outcomes across partner channels.
Collaborate with Field Operations, Legal, and Support Leadership to identify systemic breakdowns, high-risk parking locations, and operational vulnerabilities.
Assist with location onboarding and launch reviews to verify site readiness.
Recommend and implement improvements to internal tools, agent support macros, and automated workflows to reduce customer friction and improve operational clarity.