Bachelor's degree in a relevant field or equivalent experience
5+ years in software or technical support environments
2+ years leading support teams or operations
Experience with incident escalation and customer communication
Strong understanding of SLA-driven support operations
Excellent communication skills
Ability to manage multiple priorities in a fast-paced environment
Responsibilities
Lead and mentor support analysts and personnel
Establish and enforce support processes and service standards
Monitor ticket queues for timely issue resolution
Conduct daily analysis of support incidents and SLA compliance
Serve as the primary escalation point for unresolved incidents
Facilitate communication between customers and internal teams
Track and improve key support performance indicators
Benefits
Remote work flexibility
Opportunities for professional development
Supportive team culture
Focus on continuous improvement
Engagement with diverse teams and projects
Full Job Description
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
About i3 Verticals, Inc.
i3 Verticals, Inc. provides integrated payment and software solutions to small- and medium-sized businesses and organizations in various end markets in the United States. The company offers payment processing services, including merchant onboarding, risk and underwriting, authorization, settlement, chargeback processing, and other merchant support. It also provides software solutions for non-profit organizations, such as fundraising and auction software, and payment and invoicing software. The company serves education, non-profit, public sector, property management, and healthcare industries. i3 Verticals, Inc. was founded in 2012 and is headquartered in Nashville, Tennessee.
