Site Operations Lead

About the Opportunity

Prime Response, Inc. (PRI) is seeking a Site Operations Lead to support Verra Mobility's speed camera and red-light violations processing operations in Chicago, Illinois. This position serves as PRI's onsite leader and primary point of contact for daily operational execution, employee support, workflow management, quality oversight, and customer service delivery related to automated traffic enforcement programs.

The Site Operations Lead is responsible for coordinating day-to-day operations that support the review, validation, processing, and administration of speed camera and red-light camera violation transactions. The ideal candidate is a hands-on leader who thrives in a fast-paced environment, enjoys coaching and developing employees, and can effectively balance operational priorities while maintaining high standards of quality, accuracy, timeliness, and customer satisfaction.

Working closely with PRI and Verra Mobility leadership, the Site Operations Lead helps ensure operational goals are achieved, service levels are maintained, compliance requirements are met, and continuous improvement opportunities are identified and implemented.

Key Responsibilities

• Lead and support daily speed camera and red-light violations processing activities to ensure work is completed accurately, efficiently, and within established service-level requirements.
  


• Monitor workload volumes, establish processing priorities, and coordinate staffing resources to meet operational objectives.
  


• Serve as the primary onsite point of contact for operational questions, issue resolution, and process guidance.
  


• Provide leadership, coaching, mentoring, and day-to-day support to employees.
  


• Monitor operational performance metrics related to violations processing accuracy, productivity, timeliness, and quality.
  


• Ensure compliance with customer requirements, standard operating procedures, privacy requirements, and quality control processes governing violations processing activities.
  


• Investigate operational issues, identify root causes, and implement corrective actions and preventive measures.
  


• Escalate significant risks, issues, or performance concerns to management with recommended solutions and mitigation strategies.
  


• Conduct employee onboarding, cross-training, and ongoing skills development activities.
  


• Maintain accurate operational records, reporting, and documentation.
  


• Support staffing coordination, workload balancing, schedule planning, and coverage recommendations.
  


• Partner with Verra Mobility leadership to identify and implement process improvements that enhance operational efficiency and customer service delivery.
  


• Prepare operational reports, status updates, and customer-facing communications as needed.
  


• Foster a positive, customer-focused culture built on accountability, teamwork, communication, and continuous improvement.
  

Required Qualifications

• High School Diploma or GED.
  


• Must be able to successfully pass a government background investigation.
  


• Must be able to pass a pre-employment drug screening.
  


• Must maintain eligibility to access customer facilities and systems as required by the contract.
  


• Demonstrated leadership experience in an operations, customer service, processing, logistics, compliance, or service-delivery environment.
  


• Experience coaching, training, and developing employees.
  


• Strong organizational, analytical, problem-solving, and decision-making skills.
  


• Ability to manage multiple priorities in a fast-paced operational environment.
  


• Excellent verbal and written communication skills.
  


• Strong attention to detail and commitment to quality and accuracy.
  


• Proficiency with Microsoft Office applications including Word, Excel, Outlook, and Teams.
  

Preferred Qualifications

• Associate's or Bachelor's degree.
  


• Experience supporting automated enforcement programs, traffic violations processing, case management, compliance operations, customer service operations, transaction processing, or records management.
  


• Experience leading teams responsible for quality assurance, workflow management, operational reporting, or high-volume transaction processing.
  


• Familiarity with service-level agreements (SLAs), operational performance metrics, and continuous improvement initiatives.
  

What We're Looking For

Successful candidates will demonstrate:

• Strong leadership and accountability.
  


• Excellent communication and customer service skills.
  


• A proactive approach to problem solving.
  


• The ability to build trust and credibility with employees and customers.
  


• Sound judgment and professionalism.
  


• Adaptability in a fast-paced operational environment.
  


• A commitment to continuous improvement and operational excellence.
  

At Prime Response, Inc., we believe our people are our greatest asset. We are committed to fostering an inclusive, collaborative, and performance-driven culture where employees have the opportunity to grow professionally while making a meaningful impact supporting critical transportation and public safety programs.