• Continuous Improvement and Customer Experience Leader

    Job Locations US-AZ-Mesa
    Category
    Information Technology
    Type
    Regular Full-Time
  • 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. http://verramobility.com/

    Position Overview

    The Continuous Improvement and Customer Experience Leader integrates and drives development, and implementation of:

    • Performance data management and dashboards
    • Process improvement and quality assurance initiatives
    • Continuous improvement strategy and execution

    Essential Responsibilities

    • Partners with the directors to determine business needs and translates them into process requirements and controls, process flows, quality standards and design documentation, and develops data management systems to provide feedback, metrics, and visibility.
    • Analyzes, specifies, designs and develops Operations and Services processes with regards to customer, quality and continuous improvement activities.
    • Defines clear metrics and tools to measure the quality performance and customer experience at regional level.
    • Develops processes, standards, and teaching methods for effective Problem Solving, Defect Analytics, Data Capture and Knowledge Transfer.
    • Continuous Improvement based on Operations, Corporate, and Customer Data Analysis and Benchmark Studies Data analysis infrastructure, reporting and communications.
    • Problem Solving Process (5 Why’s, Six Sigma, Fault Trees, Process Mapping, etc)
    • Quality KPI development and execution.
    • Drives and delivers $500,000 worth of projects and initiatives back to the business

    Qualifications

    • A Bachelor’s Degree or equivalent is required.
    • Minimum of 5-7 years of experience with full responsibility in process improvement
    • Green Belt, Black Belt or Master Belt certification required
    • If Green Belt certified, project completion and Black Belt Certification must be satisfied within first 12 months of employment.
    • Microsoft Office Applications, Word, Excel, PowerPoint, Publisher MS Project
    • Must have excellent skills in communication, organization and project management. 

     

    Aligned with Verra Mobility Values: 

    • Do What’s Right – We’re committed to doing the right thing for each other and for our customers – integrity is our DNA.
    • Lead With Grace – We embrace the importance of our colleagues and customers and always treat them with kindness and grace.
    • Own It – We foster a culture of accountability and excellence, where going the extra mile is standard practice.
    • Win Together – We are ambitious and like to win, but we know we win more when we include others and work together.

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