Position Overview
The Senior Director of Operations is an enterprise-level leader responsible for translating strategic objectives into operational execution while making financially sound, data-driven decisions. This role oversees multiple complex operational domains, ensuring exceptional service delivery, cross-functional alignment, and a customer-centric approach that drives measurable improvements in NPS, CSAT, and overall customer value.

Key Responsibilities

Provide strategic oversight and leadership across multiple operational areas, guiding Directors and senior managers.
Engage proactively with senior customer stakeholders to gather Voice of Customer (VOC), identify strategic needs, and align operational and product priorities.
Drive customer satisfaction outcomes through process improvements, technology enablement, and experience-focused operational design.
Influence product roadmaps by translating operational data and customer insights into enhancement opportunities.
Lead long-range planning, including workforce strategies, technology investments, and scalable process design.
Own enterprise-level operational KPIs, ensuring performance, quality, and cost optimization.
Establish expectations, governance, and strategic alignment for Account Management, Product, and Operations stakeholders.
Foster high-performance culture through leadership development, coaching, and strong organizational influence.

Qualifications

10+ years of progressive leadership experience in multi-team, high-volume operational environments.
Proven expertise in customer engagement, VOC integration, and influencing customer-facing outcomes.
Advanced financial acumen and experience managing enterprise-scale budgets.
Strong strategic thinking, cross-functional collaboration, and executive presence.

This position is not eligible for sponsorship now or in the future and you must be locally located and comfortable commuting into office.

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Senior Director of Operations

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