Director, Operations – Transportation

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🕒 Setembro 1

🎸 Tennessee – Remoto

🎸 Tennessee – Remote

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 10%

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i3 Verticals

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

☁️ SaaS

🏛️ Governo

📚 Educação

SaaS • Government • Education

A i3 Verticals é uma empresa de software e pagamentos que oferece soluções integradas de SaaS hospedadas na nuvem para mercados do setor público, incluindo agências governamentais estaduais e locais, educação K-12, transporte, tribunais (justiça) e concessionárias de serviços públicos. A empresa combina gestão financeira, processamento de pagamentos, gestão de casos e software operacional específico do setor com suporte doméstico 24/7, serviços de implementação e uma plataforma de produtos adquiridos para simplificar a administração pública e melhorar a eficiência em organizações governamentais e educacionais.

Descrição

• Lead, mentor, and manage support analysts and other support personnel • Establish and enforce support processes, procedures, and service standards • Monitor ticket queues and ensure timely assignment, prioritization, and resolution of customer issues • Analyze support incidents, aging tickets, SLA compliance, and customer-impacting issues • Serve as the primary escalation point for unresolved support incidents and coordinate resolution resources • Facilitate communication among customers, support, product management, development, quality assurance, and leadership teams • Track, report, and improve support performance indicators including response times, resolution times, customer satisfaction, and SLA adherence • Develop and maintain support documentation, knowledge base articles, troubleshooting guides, and operational procedures • Coordinate root cause analysis and implementation of corrective actions for significant incidents • Identify recurring issues and collaborate with Product and Engineering on long-term solutions • Support software releases, production deployments, and post-implementation support activities • Participate in customer meetings, status reviews, escalation calls, and operational governance meetings • Report support metrics, trends, risks, and operational concerns to leadership • Assist with staffing plans, workload forecasting, and resource allocation • Promote accountability, customer service excellence, continuous improvement, and operational discipline • Ensure compliance with company policies, security standards, contractual requirements, and applicable regulations • Perform other duties as assigned

🎯 Requisitos

• Bachelor's degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent work experience • 5+ years of experience in software, application, technical, or customer support environments • 2+ years of experience leading support teams or managing support operations • Experience managing incident escalation processes and customer-facing communications • Experience working with ticketing and service management platforms • Strong understanding of SLA-driven support operations • Excellent written, verbal, and interpersonal communication skills • Proven ability to manage multiple priorities in a fast-paced environment • Preferred: Experience supporting government systems, transportation systems, DMV solutions, or regulated enterprise applications • Preferred: Experience supporting SaaS, cloud-hosted, or large-scale transaction processing systems • Preferred: Familiarity with ITIL principles and service management best practices • Preferred: Experience with Jira, Azure DevOps, ServiceNow, or similar support management tools • Preferred: Knowledge of software development lifecycle (SDLC) processes • Preferred: Experience creating support metrics dashboards and operational reporting • Preferred: Project management or service management certifications • Preferred: Experience supporting mission-critical systems with strict contractual SLAs

🏖️ Benefícios

• Remote work arrangement • 5–10% travel

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