Senior Enforcement Operations & Compliance Specialist

SP Plus•Chicago, IL

About The Position

The Senior Enforcement Operations & Compliance Specialist oversees the quality, compliance, consistency, and risk mitigation of enforcement operations across internal teams, outsourced BPO partners, and third-party vendors. The role combines operational oversight, compliance strategy, and data analytics, with responsibility for daily waiver, refund, and collections workflows; regulatory monitoring; audits of collections and vendor data transfers; and executive-level reporting to support continuous improvement. The specialist investigates enforcement disputes and high-risk violations, maintains audit-ready procedures and documentation, ensures workflows meet applicable regulations, and oversees quality assurance for outsourced support teams and vendor-processed data. The role also manages daily partner data transfers, monitors operational performance, collaborates with cross-functional teams on vulnerabilities and location launches, and recommends improvements to 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 reporting 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 a track record of 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 ensure fair, accurate, and audit-ready resolutions.
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 operational workflows comply with federal, state, and local regulatory requirements.
Oversee the Vendor Quality Assurance program, including regular audits of outsourced BPO support teams and vendor-processed data such as license plate verification and skip-trace returns.
Coordinate implementation, quality assurance, and formatting of enforcement collateral, including mailers and notices, to verify vendor SLA compliance and standards before distribution.
Identify coaching opportunities and work with the Manager to build 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 proactively resolve processing errors.
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 flag 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.
Build actionable reporting and dashboards, including executive-level reporting, to support continuous process improvement.