Jobs in El Paso, TX

About the role

Job Summary: The Director, Customer Care is a newly created role within Elovate. This leader will own post-issuance customer operations end-to-end — including customer service, Help Desk, correspondence, court packages, and customer success. The Director will consolidate contact center operations in El Paso, build the infrastructure for long-term customer referenceability, and drive continuous improvement and scalable service delivery. Job Description: Responsibilities 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. Requirements • 7+ years of experience in customer operations, contact center leadership, or service delivery management. • Demonstrated experience standing up or scaling a Help Desk or customer support function, including hiring, tooling, and SLA design. • Track record of leading through organizational change — restructuring teams, realigning spans of control, and centralizing distributed operations. • Strong analytical skills with ability to define, track, and improve operational KPIs. • Experience partnering cross-functionally with Program Management, Operations, and Product/R&D. • Excellent communication and interpersonal skills; comfortable presenting to senior leadership and engaging with external clients. • Proficient with contact center platforms, CRM tools, ticketing systems, and Microsoft Office Suite. • Travel 20% Nice to Haves • Experience in ATE (automated traffic enforcement), government technology, or similarly regulated or contracted service environments. • Experience managing geographically distributed or centralized contact center operations across multiple programs or geographies. • Familiarity with citation management systems or payment processing platforms. • Background in process automation or continuous improvement methodologies (Lean, Six Sigma, ITIL, or equivalent). AI & Technology Elovate actively embraces AI tools to improve operations, service delivery, and team performance. Directors are expected to lead adoption within their functions. • Evaluate and implement AI-assisted tools that support contact center operations, workforce management, quality monitoring, and Help Desk performance. • Champion AI adoption within the team — identifying opportunities where AI can reduce manual effort, improve response quality, or enhance the customer experience. • Use AI-powered analytics and dashboards to monitor performance trends, surface coaching opportunities, and make data-driven operational decisions. • Establish and communicate team standards for responsible AI use, including when AI outputs must be reviewed or verified by a human before action is taken. About Elovate Elovate, a Modaxo company, has been a trusted partner to municipalities and state agencies for over 30 years. We deliver data-driven automated traffic enforcement solutions — covering speed, red light, school zone, and work zone safety — designed to prevent dangerous driving behaviors before they lead to incidents. Our mission is simple: protect lives and create safer roads for the communities we serve. As part of Modaxo, a global collective of people-movement technology companies, we combine deep industry expertise with innovative technology to make meaningful, lasting impact. Worker Type: Regular Number of Openings Available: 1

What you'll bring

• 7+ years of experience in customer operations, contact center leadership, or service delivery management.
• Demonstrated experience standing up or scaling a Help Desk or customer support function, including hiring, tooling, and SLA design.
• Track record of leading through organizational change — restructuring teams, realigning spans of control, and centralizing distributed operations.
• Strong analytical skills with ability to define, track, and improve operational KPIs.
• Experience partnering cross-functionally with Program Management, Operations, and Product/R&D.
• Excellent communication and interpersonal skills
• comfortable presenting to senior leadership and engaging with external clients.
• Proficient with contact center platforms, CRM tools, ticketing systems, and Microsoft Office Suite.
• Travel 20%

Locations