Director, Operations - Transportation in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Operations - Transportation based in United States.

This is a leadership role responsible for driving operational excellence, customer satisfaction, and performance across a transportation-focused support organization.
You will lead support teams, establish scalable service processes, and ensure customer issues are handled efficiently and consistently.
The role combines people leadership, incident management, service delivery, performance analytics, and continuous improvement.
You will act as a key escalation point while coordinating closely with customers, Product, Engineering, Quality Assurance, and executive leadership.
A major focus will be maintaining strong service levels, improving operational workflows, and ensuring contractual, security, and regulatory requirements are consistently met.
You will use support metrics, customer feedback, incident trends, and root cause analysis to identify risks and drive sustainable improvements.
This opportunity is ideal for an experienced support operations leader who is customer-focused, highly organized, and comfortable managing mission-critical technology environments.

• Lead, mentor, and manage support analysts and other support personnel, establishing clear expectations and fostering a culture of accountability and customer service excellence.
• Establish, maintain, and enforce support processes, procedures, workflows, and service standards that promote consistent and efficient service delivery.
• Monitor support ticket queues and ensure customer issues are appropriately assigned, prioritized, escalated, and resolved within established service levels.
• Conduct daily analysis of support incidents, aging tickets, Service Level Agreement (SLA) compliance, and customer-impacting issues to identify risks and opportunities for improvement.
• Serve as the primary escalation point for complex or unresolved incidents and coordinate the appropriate internal resources to drive timely resolution.
• Facilitate effective communication between customers, support teams, Product Management, Software Development, Quality Assurance, and leadership.
• Track, analyze, and improve key operational performance indicators, including response times, resolution times, customer satisfaction, ticket volumes, and SLA adherence.
• Develop and maintain support documentation, knowledge base content, troubleshooting guides, service procedures, and operational standards.
• Coordinate root cause analysis for significant incidents and ensure corrective and preventive actions are identified, assigned, and implemented.
• Identify recurring customer and system issues and collaborate with Product and Engineering teams to prioritize sustainable, long-term solutions.
• Support software releases, production deployments, and post-implementation support activities to ensure operational readiness and a smooth customer experience.
• Participate in customer meetings, operational reviews, escalation calls, status meetings, and governance sessions as required.
• Provide leadership with accurate reporting on support performance, trends, operational risks, customer-impacting issues, and improvement initiatives.
• Assist with staffing plans, workload forecasting, scheduling, and resource allocation to maintain appropriate support capacity.
• Promote a culture of continuous improvement, operational discipline, ownership, collaboration, and customer service excellence.
• Ensure support operations comply with organizational policies, security standards, contractual obligations, service commitments, and applicable regulations.
• Identify opportunities to improve service delivery, strengthen operational controls, and increase the scalability and effectiveness of the support organization.

Requirements:

• Bachelor’s degree in Business, Information Technology, Computer Science, Management Information Systems, or a related field, or equivalent professional experience.
• At least 5 years of experience working in software, application, technical, or customer support environments.
• At least 2 years of experience leading support teams or managing support operations.
• Demonstrated experience managing incident escalation processes and customer-facing communications in a service-oriented environment.
• Experience working with ticketing systems and service management platforms.
• Strong understanding of Service Level Agreement (SLA)-driven support operations and service delivery practices.
• Strong analytical and problem-solving skills, with the ability to identify operational trends, investigate complex issues, and determine effective solutions.
• Excellent written, verbal, and interpersonal communication skills, with the ability to communicate effectively with customers, technical teams, business stakeholders, and leadership.
• Proven ability to manage multiple priorities, deadlines, escalations, and operational initiatives in a fast-paced environment.
• Strong leadership, team development, accountability, and conflict-resolution skills.
• Customer-focused mindset with a commitment to service quality, responsiveness, and continuous improvement.
• Strong understanding of incident management, escalation management, service delivery, process improvement, and operational excellence.
• Strategic thinking and sound decision-making skills, combined with the ability to remain hands-on when operational issues require direct involvement.
• Experience supporting government systems, transportation platforms, Department of Motor Vehicles (DMV) solutions, or other regulated enterprise applications is preferred.
• Experience supporting Software as a Service (SaaS), cloud-hosted, or large-scale transaction-processing systems is a plus.
• Familiarity with Information Technology Infrastructure Library (ITIL) principles and service management best practices is preferred.
• Experience with Jira, Azure DevOps, ServiceNow, or comparable support and service management tools is advantageous.
• Knowledge of Software Development Lifecycle (SDLC) processes and experience working closely with development teams is beneficial.
• Experience building support metrics dashboards and operational reports is a plus.
• Project management or service management certifications are advantageous.
• Experience supporting mission-critical systems governed by strict contractual SLAs is preferred.

Benefits:

• Competitive compensation aligned with the responsibilities and experience required for the role.
• Full-time employment with remote work flexibility within the United States.
• Opportunity to lead and develop a support operations function within a transportation-focused technology environment.
• Significant cross-functional exposure to customers, Product Management, Engineering, Quality Assurance, and leadership teams.
• Opportunity to influence service delivery standards, operational processes, customer satisfaction, and continuous improvement initiatives.
• Exposure to mission-critical systems, large-scale transaction processing, and environments with demanding service-level requirements.
• Professional growth opportunities through leadership responsibilities, operational transformation, and cross-functional collaboration.
• Approximately 5–10% travel as required for customer meetings, business activities, or operational needs.