Job Summary:
The Business Process Operations Manager is responsible for overseeing and continuously improving quality processes for supporting a mission-critical system and data of record. This role ensures data integrity, system accuracy, compliance with contractual and regulatory requirements, and operational excellence across software, integrations, and downstream operational workflows (e.g., enforcement, adjudication, payments, and reporting).
The role partners closely with Customer Care, Operations, Research & Development (R&D), Product, and external stakeholders (e.g., client, vendors, payment processors) to proactively identify risks, prevent defects, and drive a culture of quality and accountability.
Job Description:
Quality Strategy & Governance
- Refine and maintain a comprehensive quality management framework covering operational processes, integrations, software releases, configurations, and data flows.
- Establish and refine quality standards, acceptance criteria, and control points aligned with contractual SLAs, regulatory requirements, and customer expectations.
- Own quality-related policies, procedures, and documentation for systems of record.
Process Oversight & Continuous Improvement
- Oversee quality assurance processes across and impacting the system of record.
- Provide quality oversight for production control and mail center processing, ensuring timely, accurate, and compliant handling of enforcement-related outputs (e.g., notices, citations, correspondence).
- Establish and monitor controls for intake, batching, indexing, mailing, and data resolution processes to prevent defects, delays, or compliance issues.
- Lead root cause analysis for defects, incidents, data discrepancies, or processing errors across both system and physical workflows; ensure corrective and preventive actions are implemented and tracked.
- Identify trends and systemic risks across software and operational processes; recommend and drive process improvements to reduce rework, errors, and customer impact.
Testing & Release Quality
- Ensure appropriate test strategies are in place (functional, regression, integration, data validation, UAT support).
- Review and approve release readiness from a quality and risk perspective.
- Partner with R&D and Product to ensure defects are prioritized appropriately and resolved within agreed timelines.
Data Quality & Systems Integrity
- Ensure accuracy, completeness, and timeliness of data across enforcement, citation lifecycle, adjudication, payment, and reporting modules.
- Oversee reconciliation processes and quality checks for integrations (e.g., payment processors, DMV/agency systems, third-party vendors).
- Define and monitor data quality metrics and controls.
Compliance & Audit Support
- Ensure compliance with applicable laws, regulations, and contractual obligations relevant to parking and traffic enforcement systems.
- Support internal and external audits, client reviews, and regulatory inquiries related to quality, data integrity, and system controls.
- Maintain evidence and documentation required for audits and customer assurance.
Team Leadership & Development
- Lead, mentor, and develop production control and mail processing teams.
- Foster a proactive, detail-oriented, and collaborative quality culture.
Stakeholder Communication
- Serve as the primary point of accountability for quality-related escalations.
- Collaborate with customer-facing teams to address client-reported issues and prevent recurrence.
- Communicate quality risks, findings, and recommendations clearly to leadership and cross-functional partners.
Worker Type:
Regular
Number of Openings Available:
1