• Continuous Improvement and Customer Experience Manager

    Job Locations US-AZ-Mesa
    Category
    Management
    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 manager of Continuous Improvement and Customer Experience (CI/CX) integrates, drives, and oversees the design, development, and implementation of:

    • Process improvement and quality assurance initiatives
    • Continuous improvement strategy and execution
    • Customer experience

    Integrate data, operational excellence processes, and customer interactions into a holistic department to lead continuous improvement for Government Solutions. Coordinates with IT, sales and marketing, finance, and operations to plan and implement continuous projects to ensure customer delight, revenue growth, and margin expansion. Continuously seeks out new processes, technology, and systems, which will add significant value, increase productivity, improve quality, and create a robust and opportunistic customer experience. 

    Essential Responsibilities

    • Manages and promotes business unit-wide quality improvement and process capability efforts; champions a quality mindset and culture
    • Determines 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.
    • Identifies and executes best-in-class practices resulting in higher productivity and profitability.
    • Defines clear metrics and tools to measure the quality performance and customer experience. Develop communication and governance models to make improvement transparent and disciplined.
    • Develops processes, standards, and teaching methods for effective Problem Solving, Defect Analytics, Data Capture and knowledge Transfer. Create a learning environment for Continuous Improvement, Quality Systems Management, and Voice of the Customer tools and techniques.
    • Align, lead, and influence strategic plans and investments across regions and segments to design and deliver differentiated customer experiences.
    • Some specific duties include:
    • Problem Solving Process (5 Why's, Six Sigma, Fault Trees, process mapping, etc.).
    • Quality KPI development and execution
    • The TCE - positive impact on key moments of truth, dashboards, risk, escalation, and alert mitigation Customer temperature programs, feedback processes, and internal and external metrics to drive wallet-share QCI planning and long term strategy
    • Develop a long term QCI strategy to align with business objectives and create a culture where Quality and CI are a competitive Advantage
    • Lead Function to Create a culture of Quality, CI, and Customer Care

    Qualifications

    • Prior experience with full responsibility in process improvement
    • Preparing and executing departmental strategic plans
    • Making formal presentations to executive management, peers, staff, and customers
    • Microsoft Office Applications, Word, Excel, PowerPoint, Publisher MS Project
    • Blackbelt or Master Blackbelt certification
    • 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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