Verra Mobility is looking for an experienced, performance-driven professional to serve as Director, Citizen Services. This individual will be responsible for all post-citation issuance services, from the printing and mailing of citations to citizen support (call center, payment processing, evidence management and collections). Leading and supporting the client banking infrastructure will also be a critical part of this role. The position requires significant experience in leading people (including other leaders and potentially non-exempt employees), driving business results, managing a P&L, managing vendor relationships, and developing strong internal partnerships.

• Lead Citizen Services organization by managing a group of leaders (and their non-exempt teams) who own core functions of the department while providing the needed coaching and development for these team members.
• Manage KPIs and operations for our outsourced print/mail vendors, ensuring appropriate service levels and quality standards are maintained by holding the vendor accountable via monthly and/or quarterly business reviews.
• Manage KPIs and operations for our outsourced call center, ensuring appropriate service levels and quality standards are maintained by holding the vendor accountable via monthly and/or quarterly business reviews.
• Manage other key functions within the organization including in-house print/mail, client banking, payments, collections, affidavits, hearing scheduling, mailroom, and court support functions.

• Effectively and independently manage an operational P&L for the department while also owning forecasting and capacity planning functions associated with P&L oversight.

• Approve and reconcile all department invoices for services provided by our vendor partners, accruing the appropriate amounts at each month-end, if needed.
• Maintain strong internal relationships with our Account Management team and strong external partnerships with our outside vendor relationships.

• Identify, implement, and manage continuous improvement activities through the application of Lean, Six Sigma, or other similar methodologies.
• Continually identify ways to improve the customer experience while driving operational efficiencies and scale.
• Assist with new customer implementations by working with external vendors to ensure timely and successful setup for all upcoming program launches.
• Effectively recruit and hire additional staff as needed as the department continues to grow.
• Attend to other duties and responsibilities as assigned.

• Bachelor's degree required
• Minimum of 5 years operations management
• Minimum of 3 years of vendor/BPO relationship management
• Advanced education in process management system (Lean, Six Sigma, etc.) is a plus
• Experience with state and local government contracts is a plus
• Flexibility and willingness to work on a broad variety of matters with a team-player attitude.
• Excellent written and oral communication skills to facilitate successful interaction with all levels of management and staff
• Experience working directly with sales, procurement, and operations teams
• Some travel may be required

Aligned with Verra Mobility Values:

• Do What’s Right – We’re committed to doing the right thing for each other and for our customers – integrity is our DNA.
• Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
• Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
• Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.