Passport · 16 hours ago
Director of Operations
Charlotte, NC
Full-time
Onsite
Director/ExecutivePassport is the technology leader in parking compliance and curbside payment solutions. As the Director of Operations, you will be responsible for designing, leading, and scaling the operational backbone that enables Passport’s payments, support, and managed services functions, ensuring operational processes align with platform capabilities and customer expectations.
CivicTechCloud InfrastructureParkingPaymentsSaaSTransaction Processing
No H1B
Responsibilities
Own and lead centralized operational functions across Payment Operations, Support Services, and Managed Services
Provide direct leadership to operational managers and team leads, including Payment Operations and Support Services, and oversight of third party managed service providers
Define and execute the strategy for in housing operational capabilities currently delivered by third parties where it improves cost, quality, control, or risk posture
Establish clear ownership, accountability, and escalation paths across all operational workflows impacting payments, customer support, and service delivery
Drive service maturity through standardization, automation first thinking, and adoption of measurable service management practices across all operational teams
Own incident, problem, and knowledge management processes related to operational services, ensuring issues are resolved quickly, root causes are addressed, and learnings are institutionalized
Serve as the senior escalation point for complex or high impact operational issues, balancing client impact, financial risk, regulatory considerations, and internal constraints
Partner closely with Engineering and Product to ensure operational readiness for new features, platform changes, and payments capabilities
Define and track operational KPIs related to service quality, throughput, efficiency, accuracy, risk, and scalability, and provide regular reporting to executive leadership
Lead vendor management for operational service providers, including performance oversight, contract evaluation, and cost optimization
Develop and grow operational leaders and individual contributors through clear expectations, coaching, and career pathing
Continuously assess tools, systems, and processes supporting operations, including the responsible application of AI and automation, to drive measurable improvements aligned with company growth and platform evolution
Qualification
Required
Proven experience leading complex operational teams in a SaaS, payments, fintech, or government technology environment
Demonstrated ability to centralize and scale operational functions across multiple disciplines and stakeholders
Strong operational and technical acumen with the ability to understand how systems, processes, and people interact at scale
Experience managing third party vendors and transitioning services in house or to 3rd parties when appropriate
Ability to operate effectively in high accountability, high impact environments where reliability and accuracy are critical
Excellent communication skills with the ability to engage deeply with technical teams and clearly with executive leadership
Strong process orientation with a continuous improvement mindset and bias toward measurable outcomes
Experience partnering closely with engineering and product teams to support platform delivery and operational readiness
Superior organizational, prioritization, and execution skills
Bachelor's degree required
Preferred
An advanced degree is a plus
Company
Passport
Passport is the technology leader in parking compliance and curbside payment solutions.
Founded in 2010
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$213.54MKey Investors
Sixth StreetBain Capital VenturesMK Capital
2021-05-20Private Equity· $90M
2020-10-08Series D
2019-12-10Series D· $65M
Leadership Team
Bob Youakim
Founder and Chairman of the Board
Michael Rafferty
Manager, Project Strategy
Recent News
2025-12-01
2025-10-09
Company data provided by crunchbase