Operations Manager

Job Summary
Job Description:
Position Summary
We are seeking an experienced and results-driven
Operations Manager
to lead and support high-performing teams in
Customer Service & Ticket Processing
. This role is responsible for overseeing day-to-day operations, optimizing workflows, ensuring compliance with government and regulatory requirements, and driving continuous improvement.

The ideal candidate is a hands-on leader with strong organizational, analytical, and communication skills, capable of managing data-sensitive processes and service delivery in a fast-paced environment.

Key Responsibilities
Leadership & Team Management

• Lead and manage teams responsible for customer service and ticket processing operations.
• Develop team goals and KPIs aligned with company objectives.
• Provide coaching, training, performance management, and career development support.
• Foster a culture of accountability, collaboration, and continuous improvement.

Operational Oversight

• Oversee daily workflow and task assignments for ticket processing and customer service and post issuance teams.
• Ensure timely and accurate transmission of data to appropriate internal and external stakeholders.
• Monitor process efficiency and initiate improvements in operational procedures and systems.

Ticket Processing

• Ensure that all teams process violations accurately and adhere to all particular client business rules
• Oversee processing timelines, and ensure violations procced through all required steps of the lifecycle within contractual and legislative timelines
• Strive to limit operationally controlled SLAs or Liquidated Damages
• Maintain strict adherence to privacy, quality, and compliance standards established by government and regulatory bodies.

Customer Service & Post Issuance

• Ensure that all teams receive calls as per the contractual and internally required guidelines
• Ensure all teams adhere to benchmark metrics as it relates to call response and handle times
• Act as primary liaison with Lockbox contractor
• Act as primary liaison with Print subcontractor

Compliance & Quality Assurance

• Ensure operations comply with all contractual obligations, partner expectations, and relevant legislation.
• Work closely with compliance and QA teams to monitor adherence to internal policies and external regulations.
• Identify and resolve data discrepancies or processing errors.

Cross-Functional Collaboration

• Partner with IT, Compliance, and other departments to address system issues, support audits, and implement enhancements.
• Act as the operational point of contact for partner agencies and clients as required.

Qualifications
Education & Experience:

• Bachelor's degree in Business, Operations Management, or related field (or equivalent experience).
• 5+ years of operational leadership experience in a customer service or data processing environment OR 1+ years with direct photo enforcement operational leadership experience.
• Experience managing teams in regulated industries or working with government partners preferred.

Skills & Competencies

• Strong people leadership and team development skills.
• Excellent organizational, analytical, and problem-solving abilities.
• Proficiency in data entry, imaging software, and workflow management tools.
• High attention to detail with a focus on accuracy and compliance.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities under tight deadlines.

Work Environment & Physical Requirements

• Primarily office-based with occasional travel to site locations if required.
• Role may involve extended periods working at a computer or overseeing production environments.

Worker Type
Regular

Number Of Openings Available
1