Job Summary

The Senior Enforcement Operations & Compliance Specialist plays a vital role in ensuring the quality, compliance, consistency, and risk mitigation of enforcement operations across internal teams, outsourced (BPO) partners, and third-party vendors. Combining operational oversight with proactive compliance strategy and data analytics, this hybrid role oversees daily waiver, refund, and collections workflows, monitors regulatory trends, audits collections and vendor data lifecycle transfers, and builds executive-level reporting to drive continuous process improvement.

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.