Operations Supervisor

About Us

Sitestream, a Polaris Software company based in Beverly, is an industry leader in automated traffic safety. The company’s mission is to elevate road safety for drivers and pedestrians in small to medium-sized cities across the United States. By working closely with communities and employing the latest and most effective safety strategies, Sitestream is equipped for the most complex traffic challenges.

This is an exciting time to join Sitestream. We're seeking an energetic, forward-thinking individual who are eager to make a real impact and grow their careers in a rapidly evolving industry. If you're ready to be part of a team that's shaping the future of public safety and compliance technology, we want to hear from you.

Operations Supervisor

Based in Beverly, MA.

On Site

Full time

Reports to: VP of Operations

Summary

Sitestream, a Polaris Software company in Beverly, MA, is seeking a detail-oriented and operationally focused Processor Manager to lead the day-to-day management of our citations processing function. As part of a fast-growing, mission-driven company, you will help ensure that our partner communities receive high-quality, reliable program outcomes. A strong work ethic, consistency, and the ability to stay focused in a fast-paced environment are essential for this role. In this role, you will be contributing towards technology that helps our customers make the world safer and fairer. 

In this role you will be responsible for overseeing the citations pipeline from intake to completion, ensuring accuracy and volume SLAs are consistently met, and managing the schedules and performance of a team of part-time processors. You will work closely with the VP of Operations, Support Engineer, Processor Team Leader, and act as a hands-on working supervisor - processing citations yourself when operational demand requires it. This is a compliance-sensitive, confidentiality-driven role at the heart of our revenue-generating operations.

We are looking for someone who:

• Has supervisory or team leadership experience - Comfortable managing, coaching and developing a team, including directing real-time workloads.
• Leads by example - Willing and able to process citations directly alongside the team. Understands the work at a practical level.
• Thrives in an SLA-driven environment - Confident monitoring multiple workstreams and acting quickly when targets are at risk.
• Is a strong communicator - Able to brief senior stakeholders clearly and support junior team members constructively.
• Is detail-obsessed - High level of accuracy, able to spot patterns and quality issues and make sound judgement calls under time pressure.
• Has a compliance mindset - Understands the importance of confidentiality and compliance in a law enforcement-adjacent environment. Sets and holds the standard for the team.
• Is adaptable -Comfortable in a fast-growing, evolving company. Brings structure without rigidity.
• Can produce clear reports - Confident working with workflow software, dashboards and tracking tools to report performance to leadership.

Requirements

Key Responsibilities

Pipeline Oversight & SLA Management

Monitor the citations workflow from queue intake through to completion, ensuring daily, weekly and monthly volume and accuracy SLAs are met. Identify and escalate bottlenecks, backlogs or quality issues before they impact programme commitments. Maintain live visibility of pipeline status and report regularly to the VP of Operations.

Workflow Direction & Prioritisation

Direct the day-to-day workflow of team members in real time, assigning and redistributing work in accordance with pipeline urgency. Make active decisions about prioritisation when volumes spike or deadlines shift, ensuring the most time-sensitive citations are always actioned first.

Team Management & Scheduling

Manage the schedules of the citations processing team, ensuring adequate coverage at all times and alignment with operational demand. Support and develop the Team Lead, acting as the primary point of escalation for team issues. Conduct performance check-ins, provide coaching, and manage absence or underperformance in a timely and constructive manner.

Hands-On Citations Processing

Process citations directly when required - stepping in to support volume during peak periods, cover capacity gaps, or model quality standards for the team. This is a working manager role and direct processing experience is expected and valued.

Training, Onboarding & Development

Support the Team Lead in training new processors, contributing to structured onboarding programmes that set new starters up for accuracy, efficiency and compliance from day one. Maintain up-to-date training materials and ensure onboarding is consistent and well-documented.

Cross-Functional Liaison

Liaise with the Support Engineer and Product team to understand issues affecting camera viability; including system outages, image quality problems and data integrity issues, that could impact the volume of processable citations and therefore programme revenue. Report findings and operational impact promptly to the VP of Operations.

Reporting & Workflow Documentation

Produce regular pipeline and performance reports for the VP of Operations covering volume throughput, accuracy rates, SLA adherence and team productivity. Maintain and improve workflow documentation, ensuring processes are clearly defined and consistently followed across the team.

Accuracy & Quality Assurance

Oversee quality control processes, reviewing escalated citations and ensuring programme guidelines are applied correctly and consistently. Work with the Team Lead to identify recurring errors, implement corrective measures and maintain the standard of review required by law enforcement partners.

Compliance & Confidentiality

Ensure all team members adhere to programme requirements, company policies and confidentiality standards at all times. This is a compliance-sensitive role, the manager is responsible for maintaining a culture of integrity, accuracy and discretion across the entire citations function.

Operational Improvement

Identify opportunities to improve workflow efficiency, reduce error rates and scale capacity in line with business growth. Contribute to process documentation and support the team as the business expands into new markets.

Your Experience

• Previous supervisory or team leadership experience in an operations, data processing or compliance environment
• Experience working in an SLA-driven, high-volume processing role
• Familiarity with citations, traffic enforcement, law enforcement systems or similar compliance-sensitive operations is advantageous but not essential
• Comfortable producing operational reports and working with workflow tracking tools
• Proficiency with Microsoft Office Suite and ability to learn new software quickly
• Must be able to pass a comprehensive background check, including fingerprinting

Benefits

What We Offer

• Health and Dental Insurance (BlueCross BlueSheild, 80:20 contribution model)
• 401 k (coming)
• Salary of $70,000 - $80,000 (DOE) per year
• Vision insurance
• Longterm Disability & AD&D
• 20 Days PTO (full year allowance)
• Life Insurance
• EAP 
• Community Day 
• Moment in Time Day 
• Federal (recognised) Paid Holidays 

Equal Opportunities

Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristic. 

Please note that we can currently only consider candidates with an existing right to work in the US.Candidates must be able to pass a comprehensive background check, including fingerprinting.