RollKall was founded by a retired police officer with one goal in mind: help public safety professionals—police, firefighters, EMTs—connect with their communities through something called off-duty work. These are extra-duty jobs that enhance local safety while putting some extra cash in first responders’ pockets.

We built the platform that makes it easy, efficient, and trusted—for departments, officers, and the organizations that need them.

POSITION OVERVIEW

The Vice President of Managed Services is responsible for the end-to-end delivery of RollKall’s fully managed, white-glove service offering for law enforcement agencies that outsource the administration of their off-duty and extra-duty programs to RollKall.

Reporting to the Chief Customer Officer, this role owns the operational execution, financial integrity, compliance, and scalability of managed services across all contracted agencies. The VP of Managed Services ensures RollKall fulfills contractual obligations, protects agency trust, ensures officers are paid accurately and on time, and delivers consistent, high-quality service in accordance with city policies, department rules, and labor requirements.

This individual must be comfortable operating in a highly accountable, fast-growing environment and be a cultural fit for RollKall’s values. It is critical that this leader is disciplined, detail-oriented, decisive, and able to balance operational rigor with servant leadership.

WHAT YOU’LL BE DOING

Duties will include, but are not limited to:

• Owning the full lifecycle of RollKall’s managed services offering, including onboarding, daily operations, financial execution, and ongoing optimization
• Providing executive oversight of job intake, scheduling, assignment governance, invoicing, collections, and payment distribution
• Ensuring managed services are delivered in strict compliance with city contracts, RFP requirements, departmental policies, and collective bargaining agreements
• Overseeing financial operations related to managed services, including invoicing accuracy, credit risk, collections, and guaranteed officer and department payments
• Partnering with Finance to ensure accurate fund flows, audit-ready controls, and timely tax reporting
• Leading and developing Service Supervisors, Service Operations Managers, and operational leadership within the Managed Services organization
• Establishing standardized operating procedures, escalation frameworks, quality assurance, and performance management models
• Serving as the executive escalation point for agencies, command staff, and internal stakeholders
• Partnering cross-functionally with Customer Experience, Product, Engineering, Sales, Legal, and Finance to ensure service scalability without compromising compliance
• Supporting audits, contract renewals, performance reviews, and public accountability requirements
• Driving continuous improvement in service delivery, efficiency, and cost-to-serve
• Defining clear objectives and success metrics across service quality, financial performance, compliance, and customer satisfaction
• Implementing KPI and OKR frameworks, dashboards, and performance cadences that drive accountability, transparency, and continuous operational improvement
• Embedding an AI-enabled operating mindset across managed services to improve forecasting, scheduling efficiency, compliance monitoring, and proactive risk identification
• Partnering with Product and Engineering to deploy responsible, auditable AI and automation that reduces manual workflows, improves decision quality, and scales service delivery

WHAT WE’RE LOOKING FOR

• Bachelor’s degree or equivalent professional experience
• 10+ years of leadership experience in managed services, operations, or complex service delivery environments
• Experience owning multi-client, regulated, or compliance-heavy service operations
• Strong understanding of operational finance, risk management, and process governance
• Demonstrated ability to build, scale, and lead high-performing teams
• Experience working with municipalities, government agencies, or law enforcement organizations preferred
• Experience operating or overseeing 24/7 service environments preferred

REQUIRED QUALIFICATIONS

• Proven experience owning end-to-end service delivery accountability
• Strong leadership, communication, and decision-making skills
• Demonstrated ability to translate contractual requirements into operational execution
• Experience managing financial workflows, including invoicing, collections, and payments
• Ability to analyze operational metrics and use data to drive performance and accountability
• Willingness to deeply learn the operational, regulatory, and policy nuances of law enforcement managed services

Cultural Fit: One Team (people first, trust each other, care, diversity and inclusion), Servant Leadership (do the right thing, question authority), Humbition (humility, ambition, think big and have empathy for our users), and Deliver Results (bias for action, innovate, embrace change).

Tools and Languages: Salesforce, Zendesk, Slack, Google Workspace, reporting and financial systems; ability to quickly learn proprietary platforms and workflows.

RollKall Technologies is committed to a diverse and inclusive workplace. RollKall is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.