Director, Operational Excellence & Service Transformation

Mesa, Arizona

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Role Overview

The Director of Operational Excellence & Service Transformation leads enterprise-wide initiatives that ensure reliable, scalable service delivery while embedding Lean principles and continuous improvement across commercial and operational value streams. This role partners across operations, technology, product, and external stakeholders to improve customer outcomes, operational efficiency, and long-term business growth through disciplined execution, data-driven decision-making, and standardized ways of working.

Key Responsibilities:

Service Delivery & Reliability

Lead strategies that drive consistent, high-quality service delivery through repeatable, measurable, and process-driven approaches.
Ensure operational reliability across customer-facing and transactional services, coordinating cross-functional teams to deliver outcomes on time and as expected.
Influence service expansion strategies, operational readiness, and scalable delivery models.

Operational Excellence & Lean Transformation

Drive Lean transformation initiatives across service and technology value streams using industry best practices.
Establish governance frameworks including standard work, KPIs, visual management, and performance routines.
Lead value stream mapping and workflow redesign to improve speed, capacity, and customer experience.

Continuous Improvement & Capability Building

Lead Kaizen events and problem-solving initiatives from concept through sustainment.
Coach leaders and teams on Lean principles, structured problem-solving, and continuous improvement practices.
Promote a culture of accountability, ownership, and data-driven decision-making.

Technology & Enablement

Partner with technology and product teams to define operational requirements for automation, systems, and analytics.
Translate operational needs into clear business requirements supporting scalable service delivery.
Support discovery, design, and rollout of tools that increase efficiency while preserving service quality.

Cross-Functional Leadership & Stakeholder Engagement

Lead and influence cross-functional teams and external partners to support growth and transformation initiatives.
Communicate effectively with executive, technical, and frontline stakeholders.
Manage multiple initiatives simultaneously in a fast-paced environment.

Qualifications

Bachelor’s degree in business, operations, information systems, or a related field; Master’s degree preferred.
10+ years of progressive leadership experience in service delivery, operations, or business process improvement.
Extensive experience leading Lean, Continuous Improvement, or Operational Excellence initiatives.
Expertise in Lean tools such as Value Stream Mapping, Kaizen, Visual Management, Standard Work, and problem-solving frameworks.
Experience defining business requirements for technology-enabled process improvements.
Strong analytical, facilitation, and change leadership skills with influence across functions.
Proven ability to manage multiple complex initiatives and deliver measurable business results.
Lean Six Sigma Black Belt or Master Black Belt certification preferred.
Ability to travel up to 20-25% as required.

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.

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One of the most rewarding aspects about working at Verra Mobility is the emphasis leaders place on work-life integration. Having the flexibility to be open about family priorities, and leadership’s acceptance of working around them, fosters an environment where I show up as the best professional version of myself, with a concentrated focus on work, every single day.

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One of the things I look forward to the most working at Verra Mobility is the comradery that ensues with each challenge. It’s so refreshing coming into work each day knowing what a dedicated, and motivated group I have the pleasure to work with.