Field Services Manager

Summary

Join Verra Mobility as the Manager, Field Services Operations, a customer-centric role overseeing a support organization maintaining photo enforcement systems on buses across North America. You will manage supervisors and technicians, drive service excellence, contribute to department P&L, champion change management, and achieve strategic goals. This position requires strong leadership, analytical skills, and experience in field services or a related field. You will optimize resource utilization, ensure high device uptime, and implement continuous improvement methodologies. The ideal candidate embodies Verra Mobility's core values of ownership, integrity, humility, and collaboration.

Requirements

• 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

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 internal 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 activate
• 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 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

Preferred Qualifications

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