Job Summary

Enforcement Operations & Case Management

• Triage, investigate, and document enforcement disputes, edge cases, and high-risk violations to ensure fair, accurate, and audit-ready resolution.
• Own and execute daily waiver and refund review processes in strict alignment with compliance policies and financial controls.

Compliance & Regulatory Oversight

• Maintain centralized, audit-ready documentation for enforcement procedures, dispute handling logic, and compliance standards.
• Ensure all enforcement activities and operational workflows adhere strictly to federal, state, and local regulatory requirements.

Vendor, BPO, & Collateral Quality Assurance

• Oversee the Vendor Quality Assurance program, conducting regular audits of outsourced (BPO) support teams and vendor-processed data (e.g., license plate verification, skip trace returns).
• Coordinate the implementation, QA, and formatting of enforcement collateral (mailers, notices) to verify vendor SLA compliance and adherence to standards before distribution.
• Surface coaching opportunities and work with Manager to build QA rubrics to improve BPO resolution accuracy and policy/SLA adherence.

Collections & Data Lifecycle Integrity

• Manage daily file transfers and data integrations with third-party enforcement, skip tracing, and collection partners to guarantee data accuracy and proactively resolve file processing errors.
• Track and report on operational SLAs, waiver turnaround times, refund consistency, and dispute outcomes across all partner channels.

Cross-Functional Partnership & Systems Improvement

• Collaborate with Field Operations, Legal, and Support Leadership to flag systemic breakdowns, high-risk parking locations, or operational vulnerabilities.
• Assist in location onboarding and launch review processes to verify site readiness.
• Recommend and implement continuous improvements to internal tools, agent support macros, and automated workflows to reduce customer friction and enhance operational clarity.

Qualifications

• Experience: 3–5+ years of experience in enforcement and/or parking operations, compliance, trust & safety, regulatory audit, support quality assurance, or risk management.
• Data & Analytics: Strong proficiency in operational data analysis, spreadsheet modeling, and building actionable reporting/dashboards.
• Vendor & BPO Management: Practical experience managing or auditing BPO support teams, vendor SLAs, third-party collections, or skip-tracing data workflows.
• Communication: Exceptional written and verbal communication skills with a track record of producing clear case summaries and recommendation memos.
• Core Competencies: Strong attention to detail, investigative curiosity, sound judgment, and a commitment to systems thinking and process integrity.

Salary Range: $65,000 - $75,000 annually per year

Benefits: Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k, and paid time off.