JOB TITLE: Director of Operations – Transportation
FLSA STATUS: Exempt
DEPARTMENT: Transportation
REPORTS TO: Vice President, Product
SUPERVISORY RESPONSIBILITIES: Yes
JOB LOCATION: Remote
TRAVEL: 5-10%
SUMMARY OF POSITION
The Director of Operations drives accountability, support performance, customer
satisfaction, knowledge management, and continuous improvement initiatives while
ensuring support operations align with contractual obligations, regulatory
requirements, and organizational objectives.
ESSENTIAL DUTIES & RESPONSIBILITIES
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.
Conduct daily analysis of support incidents, aging tickets, SLA compliance,
and customer-impacting issues.
Serve as the primary escalation point for unresolved support incidents and
coordinate resources necessary to achieve resolution.
Facilitate communication between customers, support staff, product
management, development teams, quality assurance teams, and leadership.
Track, report, and improve key 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 activities for significant incidents and
ensure corrective actions are implemented.
Identify recurring issues and collaborate with Product and Engineering teams
to prioritize long-term solutions.
Support software releases, production deployments, and post-implementation
support activities as required.
Participate in customer meetings, status reviews, escalation calls, and
operational governance meetings.
Ensure accurate reporting of support metrics, trends, risks, and operational
concerns to leadership.
Assist with staffing plans, workload forecasting, and resource allocation.
Promote a culture of accountability, customer service excellence, continuous
improvement, and operational discipline.
Ensure support activities comply with company policies, security standards,
contractual requirements, and applicable regulations.
Other duties as assigned.
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE)
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 QUALIFICATIONS (EDUCATION AND EXPERIENCE)
Experience supporting government systems, transportation systems, DMV
solutions, or regulated enterprise applications.
Experience supporting SaaS, cloud-hosted, or large-scale transaction
processing systems.
Familiarity with ITIL principles and service management best practices.
Experience with Jira, Azure DevOps, ServiceNow, or similar support management
tools.
Knowledge of software development lifecycle (SDLC) processes.
Experience creating support metrics dashboards and operational reporting.
Project management or service management certifications are a plus.
Experience supporting mission-critical systems with strict contractual SLAs.
KEY COMPETENCIES
Customer Focus
Leadership and Team Development
Incident Management
Problem Solving and Decision Making
Communication and Stakeholder Management
Process Improvement
Service Delivery Management
Escalation Management
Accountability and Ownership
Strategic Thinking
Conflict Resolution
Operational Excellence