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Client Operations Manager

1 month ago

Lorton, United States BusPatrol Full time
Overview

Location: Hybrid - Lorton VA Office

Travel: Bi-monthly travel to Allentown PA

Manages Others: Yes, 3-4 direct reports

Education: Degree in Business Administration, Management, or a related field

Experience: 5+ years' experience in operations management or a related role. Must possess strong leadership and strategic planning skills, and experience in managing operational teams and working collaboratively across departments

THE OPPORTUNITY:

Leading the service of a portfolio of clients, the Client Operations Manager will be responsible for delivering to high standards of service against key business drivers for both our clients and our business. You will be responsible for managing team leads and their operational delivery, and will work at a strategic level cross departmentally to help shape and support our operational efficiency.

The successful candidate will manage day to day operations of our correspondence, quality assurance and processor teams. You will have an aggressive continuous improvement mindset, working closely with internal stakeholders to identify and scope solutions that will streamline processes and cut operational costs. We are seeking someone who can provide hands on coaching and development to our front-line team leads and associates.

Responsibilities

  • Oversee our Citations Operations Frontline teams (Correspondence, Quality Assurance, Processors) - these teams manage the end-to-end lifecycle and administration of Citations, from reviewing and confirming events, to processing citations and liaising with law/court officials on all documentation, processes, and timelines
  • Develop and implement strategies to ensure timely and accurate client communication
  • Establish and maintain high quality standards for all client interactions
  • Achieve all assigned targets and KPIs (quality and speed) to maximize operational efficiency and minimize cost
  • Coach team leads and team members to excel in their current roles, emphasizing continuous improvement, quality, and speed
  • Address and resolve any issues or concerns that arise during the implementation process
  • Coordinate with internal teams, including sales, product development, and customer support, to ensure alignment and successful implementation. Facilitate communication between clients and internal teams to ensure all parties are informed and expectations are managed
  • Liaise with external clients and inter-departmentally to implement new programs in various states and support new and existing client court functions
  • Provide office administrative support for the Lorton VA office, including inventory and supply orders, office safety procedures, processing incoming/outgoing mail, office maintenance coordination, and event coordination
Qualifications
  • 5+ years' experience managing operational teams and working collaboratively across departments
  • Strong leadership and strategic planning skills with a focus on continuous improvement and cost-efficiency
  • Excellent communication and interpersonal skills, and strong problem-solving and critical-thinking abilities
  • Attention to detail, commitment to quality, and ability to adapt and respond to change promptly and effectively
  • Proficiency in recruitment and talent management, ability to effectively coach and develop team members
  • Degree in Business Administration, Management, or a related field preferred
Attributes:
  • Shares vision and priorities of senior management with his/her team and communicates how their daily responsibilities align with the overall strategies in a meaningful way. Sets challenging goals for employees to achieve which are aligned with the team's overall strategies
  • Recognizes success by showing appreciation on what has been accomplished and how (the approach) Uses timely, constructive, and bias-free feedback to alter behavior and drive high performance
  • Knows his/her team and supports peers/employees to grow and develop their own skills by constructive and ongoing feedback
  • Identifies and challenges longstanding structural barriers to meet goals. Consistently challenges his/her and employees' thinking to go beyond the constraints for continuous improvement of processes, tools and procedures that will add value to our business
  • Proactively works through team barriers to initiate change (e.g., deals with change resistors, ensures buy-in and resources). Mobilizes and influences self/employee commitment for accepting and adapting to change
  • Encourages discussion and provides needed coaching/feedback to build a climate in which team can succeed in bringing value and be proud of their work
  • Treats everyone with respect, dignity, and multi-cultural sensitivity. Acts with transparency and fairness in all transactions with customers and employees, i.e. customer relations, hiring, coaching, employee development
BusPatrol Value Proposition

WHO WE ARE

BusPatrol is a technology company with a public safety mission. Through relentless innovation and discovery, we are strengthening trust, safety, and transparency across the student transportation space and making the trip to and from school safer for students. As a leader in smart transportation, BusPatrol brings cutting-edge AI, machine learning and IoT safety tech solutions to school buses across North America. BusPatrol's technology has been deployed onto more buses and has been used to issue more school bus stop arm citations than any other company in the world.

WHAT WE OFFER

BusPatrol employees get:
  • A competitive salary and benefits package
  • Comprehensive personal time off, including volunteering and birthday days off
  • An opportunity to help build a company dedicated to children's safety
  • The chance to join an innovative and dedicated team, focused on leading edge technology
  • The occasion to participate in BusPatrol's culture of safety, learning, and teamwork
BusPatrol's school bus safety programs are violator-funded, meaning that those who break the law pay for the technology that protects children. We build solid partnerships in the communities in which we operate which, coupled with our innovative business model, leads to sustainable efforts to change driver behaviors.

HOW WE WORK

On our mission to make the journey to and from school safer for children, the way we work together and with our partners is built on foundational cultural pillars.
  • SAFETY
    Safety is our focus, for the children we protect and for each other. We follow the letter and spirit of occupational safety law, relentlessly employ safety best practices, and foster learning and development on our worksites. We are safe to be ourselves and to make mistakes, and we create safe environments for our teams.
  • CONNECTION
    We build strong relationships and teams in support of our mission. We promote and provide opportunities for employees to grow together.
  • EXCELLENCE
    We commit to innovation and quality work in support of our mission and each other. The children we safeguard are at the forefront of our decisions and actions and we excel on their behalf.
  • IMPACT
    We measure success by fulfilling our mission and keeping the company strong. We invest our time and energy in the actions that deliver results for students and for their communities.


We are looking for a valued member of the BusPatrol team to assist us in our quest to improve children's safety. This is an important role for us and a great opportunity for the right candidate. Our environment is inclusive, diverse, ignited, built on integrity, and deeply committed.

The US salary range for this position is provided in this posting. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Partner can share more about the specific salary range for your preferred location and skill level during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, and/or commission (if applicable) or benefits.

EOE/AA Disability-Veteran

Minimum US Base Salary

USD $83,600.00/Yr.

Maximum US Base Salary

USD $125,400.00/Yr.