Job Description
Job Description Job Locations: Anaheim & Corona, CA
Travel: Regular travel between both locations required
JOB SUMMARY
The Operations Manager will oversee multi-functional tolling operations across the Anaheim and Corona facilities, providing leadership across Customer Service, Call Center Operations, Walk-In Services, Transponder Services, Mail Room, Revenue Operations, Back Office Processing, Traffic Operations, Collections, and Vendor Management. This role is responsible for driving operational performance, customer satisfaction, employee engagement, and continuous improvement across both locations. The Operations Manager will lead managers, supervisors, and team leads while ensuring departments consistently meet contractual requirements, KPIs, SLAs, and client expectations. The ideal candidate is a strong people leader with experience managing complex, multi-channel customer service or contact center operations who can balance strategic planning with hands-on operational leadership.
KEY RESPONSIBILITIES Operations & Leadership
- Oversee daily operations across the Anaheim and Corona facilities and ensure consistency between both locations.
- Lead and develop managers, supervisors, team leads, and frontline employees.
- Establish clear performance expectations, accountability standards, and operating procedures.
- Monitor departmental KPIs, SLAs, productivity, quality, CSAT, FCR, and other performance metrics.
- Develop action plans and corrective strategies when performance targets are not met.
- Prepare operational reports, dashboards, and presentations for senior leadership and clients.
- Lead regular leadership meetings to review performance, staffing, trends, and improvement initiatives.
- Translate business strategies into measurable goals and objectives for operational teams.
- Promote a culture of accountability, customer service, continuous improvement, and employee engagement.
Customer Service & Contact Center
- Oversee Customer Service Call Center, Walk-In Center, Transponder, and Mail Room operations.
- Manage customer service leadership responsible for 45+ CSRs and other frontline staff.
- Ensure effective delivery across phone, email, chat, text, online, and face-to-face channels.
- Monitor service levels, QA, FCR, CSAT, productivity, and customer experience metrics.
- Handle escalated customer issues when they cannot be resolved at the supervisor level.
- Partner with Quality Assurance and Training teams to maintain consistent service and performance standards.
Client & Stakeholder Relations
- Serve as a key operational contact for client requests, business reviews, and performance discussions.
- Build strong relationships with clients and internal stakeholders through proactive communication.
- Clearly communicate operational changes, policies, and expectations throughout the organization.
- Provide timely updates and solutions when operational issues arise.
QUALIFICATIONS
- Proven experience managing complex customer service, contact center, or multi-functional operations.
- Strong leadership experience managing managers, supervisors, team leads, and large frontline teams.
- Strong understanding of contact center KPIs, including CSAT, FCR, QA, service level, productivity, and staffing metrics.
- Experience with workforce management, forecasting, scheduling, and real-time staffing.
- Strong analytical, problem-solving, and decision-making skills.
- Experience with process improvement, SOP development, and operational performance initiatives.
- Excellent written and verbal communication skills, including experience presenting to senior leadership and clients.
- Strong organizational and time-management skills with the ability to manage multiple priorities.
- Strong employee coaching, development, conflict resolution, and performance management skills.
- Proficiency with Microsoft Office, particularly Excel, Word, PowerPoint, and Outlook.
- Experience with contact center technology such as IVR/ACD, VOIP, workforce management, and reporting platforms.
- Strong business judgment and ability to think strategically while remaining engaged in day-to-day operations.
- Ability to travel between the Anaheim and Corona facilities.
EDUCATION & EXPERIENCE
- Bachelor's degree in Business Administration, Operations Management, or related field preferred; equivalent experience may be considered.
- Minimum 5 years of management experience in customer service, contact center, operations, or a related environment.
- Experience managing multi-site or multi-functional operations preferred.
- Experience leading large teams and managing supervisors/managers required.
- Experience in a fast-paced, continuously changing business environment.
PREFERRED QUALIFICATIONS
- Previous tolling, transportation, mobility, or related industry experience.
- Bilingual in Spanish.
- Experience with Genesys, Proponisi, or similar systems.
- Previous Workforce Management, Quality Assurance, or Training experience.
- Lean, Six Sigma, Root Cause Analysis, or other continuous improvement experience.
- Experience with revenue operations, collections, back-office processing, or vendor management.
SUPERVISORY RESPONSIBILITIES This position has significant supervisory responsibilities across both the Anaheim and Corona facilities. The Operations Manager will be responsible for developing leaders, maintaining appropriate staffing levels, establishing performance expectations, and ensuring teams have the resources and support necessary to succeed. WORK ENVIRONMENT The position requires regular computer use, communication by phone and in person, and the ability to work in a moderate-to-loud operational environment. The employee may occasionally be required to stand, sit, walk, stoop, kneel, crouch, or lift/move up to 20 pounds. Regular travel between the Anaheim and Corona facilities is required.