ELOVATE

Program Manager

• Own the design, execution, and continuous improvement of strategic customer programs at Elovate.
• Lead the planning and execution of customer programs, ensuring milestones, deliverables, and outcomes are consistently met.
• Translate customer objectives into structured program roadmaps with clear success criteria, timelines, and ownership.
• Manage program governance including progress tracking, status reporting, risk management, and escalation handling.
• Serve as the primary point of contact for assigned customers, building strong, trust-based relationships.
• Facilitate collaboration across Product, Operations, Field Service, and leadership to drive successful program delivery.
• Define program success metrics and KPIs; track and report on outcomes against targets.
• Analyze program data to surface trends, risks, and opportunities for operational improvement.

Manager

• Lead and manage regional field technicians supporting fixed and mobile automated enforcement systems.
• Ensure camera uptime meets or exceeds contractual SLAs.
• Oversee preventative maintenance schedules, calibration cycles, and system certifications.
• Ensure timely response to outages, equipment failures, and municipality escalations.
• Conduct field audits and quality assurance inspections.
• Ensure all equipment meets state and municipal regulatory requirements.
• Oversee proper documentation for calibration, maintenance logs, and chain-of-custody protocols.
• Partner with Legal and Compliance teams on audit requests or evidentiary inquiries.
• Serve as operational point of contact for municipal clients within region.
• Support contract renewals by ensuring service reliability and responsiveness.
• Monitor KPIs including camera uptime %, Mean time to repair (MTTR), SLA response compliance, and safety metrics.
• Drive corrective action plans when performance gaps are identified.
• Hire, train, and develop field technicians specializing in enforcement hardware and roadside infrastructure.

Field Service Manager

Customer Support

• Help Desk Standup: Lead the design, staffing, and launch of Elovate’s 24×7 Help Desk.
• Define Tier I and Tier II support scope, escalation paths, and SLA targets.
• Hire and onboard the Help Desk Supervisor and build the team to operationalize round-the-clock support.
• Customer Operations Leadership: Own post-issuance customer operations end-to-end: customer service, Help Desk, correspondence, court packages, and customer success.
• Lead the consolidation of customer service operations into the El Paso contact center, reducing dispersed operations and improving throughput.
• Establish clear performance metrics for customer operations, including CSAT, SLA adherence, escalation rates, and ticket resolution times.
• Serve as the senior escalation point for complex, sensitive, or unresolved customer and client contacts.
• Team Leadership & Development: Directly manage the Customer Care Supervisors, Help Desk Supervisor and Contact Center Supervisor.
• Set individual and team performance goals aligned with departmental SLAs and organizational objectives.
• Partner with HR on hiring, onboarding, performance management, and employee relations matters.
• Build a culture of accountability, quality, and continuous improvement across Customer Care and Help Desk functions.
• Identify high-potential team members and create development pathways to support internal growth.
• Continuous Improvement & Scalability: Shift focus from exception handling and daily execution to process optimization, automation opportunities, and capacity planning.
• Develop a scalable operating model that supports new program onboarding without requiring structural redesign.
• Partner with Processing and Post-Issuance leadership to reduce unnecessary handoffs, improve throughput, and increase accountability.
• Contribute to LD reduction targets by improving expiry management and service responsiveness under centralized operations.
• Reporting & Stakeholder Communication: Produce regular operational reports and performance summaries for the VP of Operations and senior leadership.
• Communicate proactively with Program Management, Field Service, and client-facing stakeholders on Customer Care and Help Desk performance.
• Surface operational risks, staffing concerns, or SLA threats early and propose solutions.
• Build feedback loops between Customer Care and Product/R&D to surface systemic issues impacting customer satisfaction.

Program Manager

Field Service Manager

Director, Customer Care