Manager, Field Services

Who we are…

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities. 

Position Overview:

The Manager, Field Services Operations is a customer-centric, top talent individual that will take ownership of managing a support organization to maintain photo enforcement systems installed on buses throughout North America. This position will maintain compliance with established standards and utilize operations metrics to make informed business decisions. The Manager, Field Services Operations will optimize the use of internal and 3rd party resources, ensuring fulfillment of operational goals that adhere to schedules and allocated resources, ensure high levels of device uptime, and continuously leverage ways to increase efficiency

Essential Duties and Responsibilities:

• Manage and lead a mixture of Supervisors of Field Service Operations and Field Service Technicians by providing coaching, development, and performance/talent management.   

• Drive service excellence through interal field services teams and 3rd party vendors; maintain OKRs, KPIs, and process for sustaining service excellence and partner with VP of Field Service Operations as necessary to identify interventions and propose solutions.

• Contribute towards department P&L accuracy and tracking, which includes forecasting (annual and quarterly basis)
• Champions change management and drive a customer-focused culture
• Achieves strategic long and short-term goals (people, process, technology) as defined by VP of Field Services, and inspire direct teams to follow and activiate
• Provide leadership to improve performance and engagement through assessment, planning, organizing, coordinating, monitoring and evaluating
• Analyze operational and process issues; track data to measure defects and and make recommendations for cost efficiencies and operational enhancements
• Identify, implement, and manage continuous improvement through the application of Six Sigma, Lean, or other similar methodologies in partnership with VP of Field Services Operations
• Other duties as assigned

Required Knowledge, Skills & Abilities:

• BS/BA degree required
• 3+ years of experience in field services, service operations, supply chain, or related field
• 3+ years of effective people leadership, including demonstrated skills ranging from work direction, motivation, coaching/feedback, and developing assigned staff with the expected outcome of a consistently positive client experience and SLA attainment.
• Excellent negotiation and problem resolution skills
• Excellent organizational and time management skills, ability to take initiative, use good judgment, demonstrate a strong sense of urgency and follow-up and carry multiple projects through to completion
• Qualified candidates will possess statistical/analytical skills, exemplary problem-solving abilities and show initiative to get ahead of potential out-of-compliance processes
• Proven track record of building and maintaining effective internal and external working relationships.
• Demonstrated business process engineering/re-engineering experience using Six Sigma, Lean or other formal process improvement methodology.

• Excellent verbal/written communication and presentation skills, including a collaborative management style.

Preferred Knowledge, Skills & Abilities:

• MBA
• Lean Six Sigma Training and Certification (Green belt or Black belt)