Program Manager, Electronic Revenue Operations

The District is seeking an enthusiastic team player energized to deliver best-in-class service with excellent interpersonal and communication skills. The Manager will be an expert stakeholder who can balance competing priorities and schedules of internal staff and toll and transit stakeholders; foster goodwill among stakeholders within the agency and across the region; and is a leader and experienced program and client manager with a strong customer focus. This person will help set the vision, implement plans, and budget to operate the program.

Under general direction of the Director of Tolls and Revenue operations, the Programs Manager is responsible for overseeing the daily functionality and collecting revenue accurately especially for the Toll program and Clipper program. This position is responsible for leading the daily operations of the District's toll and electronic fares programs to oversee activities such as contractual requirements, lead new/enhanced system improvements, and resolve current operational issues. In addition, this position is responsible for actively monitoring the daily transaction processing for transit, tolls, traffic and passenger volumes, revenue, and system budget and cost. The Manager will coordinate and work with other District staff responsible for system maintenance, technical functionality and customer issues to aid in uncovering and addressing system issues before they escalate. This position will identify and suggest program/policy improvements to the Toll program and Clipper program.

The Electronic Revenue Collection Programs Manager works with a variety of internal and external subject matter experts including:

In addition, this position will participate in the regional/national toll committees such as California Toll Operators Committee (CTOC), 6C coalition, and IBTTA.

A. Tolling Policy:

• Coordinate and monitor the District's tolling policies. Identify, recommend, and implement changes/enhancements to support the District's ability to collect tolls and assist its diverse customer base.
• Research initiatives and potential programs identified by the District's Management, Board, or external stakeholders.
• Represent the District within external toll committees.

B. Program Management:

• Track system issues and work closely with toll system vendor to facilitate resolution.
• Oversee contracts, program compliance, toll policy, and contractor change enhancements to programs and business rules.
• Lead in proactively identifying and resolving technical issues in the programs and with transaction processing and/or revenue collection.
• Support future generation toll system work and operations with program changes, upgrades, or implementation of new technical e-fare functionality.
• Provides exceptional customer service to the public and demonstrates an analytical and detail-oriented aptitude while presenting the broader perspective to management.
• Performs variance and trend analyses on daily traffic/passenger and revenue volumes.
• Audits the lane to revenue collection transaction flow at the CSC system ensuring system performance.
• Understands CSC reporting on transaction processing and works with the CSC to improve reporting.
• Responsible for performance standard monitoring and management reporting regarding toll revenues, traffic, and other metrics.
• Ensures proper project documentation control and facilitates weekly/monthly status meetings.
• Works with all levels of District and vendor/contractor personnel to ensure transaction processing systems are operating properly at all times.
• Maintains efficient DMV processing of transactions and toll collection from out of state vehicles.
• Monitors regulatory and legislative changes that could impact toll collection and prepares manages processes accordingly to ensure District compliance and to minimize negative impact to revenue.
• Monitors performance of the violation enforcement system at the Golden Gate Bridge and collects and analyzes state-wide violation collection data for efficient utilization.
• Audits violation notice generation, collections, and DMV hold processes to ensure transactions are being handled correctly.
• Develops and monitors budget of the programs and ensures maximization of District electronic revenue of tolls and transit fares.
• Monitors cost of system integration and initiates cost reduction solutions.
• Reviews Automatic Electronic Tolling (License Plate/Fastrak) and Clipper data to ensure accurate fares are collected and analyzes data trends.
• Supports the operations of contracted third party cash payment networks and District Clipper networks including Clipper bus and ferry operations staff.
• Supports District staff responsible for system maintenance, customer issues, and program management.
• Conducts Administrative Review hearings and Serves as Administrative Review Officer for escalated toll customer disputes
• Provides FasTrak account support for District departments with fleet accounts and special toll programs.
• Establishes and maintains effective working relationships with District employees, customers, vendors, and all others contacted while demonstrating excellent customer service.
• Participates in the California Toll Operators Committee (CTOC) on technical and policy matters.
• Supports western region and national tolling interoperability by actively participating in technical committees.
• Manages key intra-agency relationships including BATA staff who oversee the customer service center on behalf of the District.
• Coordinates with partner agencies and MTC staff to balance priorities and develop requirements, prepare change orders and agreements, manage budgets and project risks, and coordinate schedules.
• Knows and follows the safety and health rules and safe working practices applicable to the job.
• Performs additional related duties as assigned.

Education and Experience:

1. A bachelor's degree in business administration, public administration, transportation, finance, engineering, computer science, or a related field.
2. Three (3) years of increasing experience in operations, program or project management, or transaction-based systems in relevant industries such as tolling or transportation, financial services, technology/software systems, or logistics. Experience must include program or project oversight, vendor or contractor management, system or data analysis, and customers service operations.

• Tolling and/or transportation program experience preferred.

Knowledge of:

• Best practices in developing staff members and managing stakeholders
• Project and program management, preferably in a technical/software/systems environment
• Contract procurements and management, especially large technology and/or operations procurements

• Demonstrate public sector experience, working with teams, and group facilitation skills experience
• Lead and effectively manage direct reports and cross-matrixed staff, consultants, and contractors.
• Partner to ensure program success; establish and maintain effective working relationships in the course of work.
• Manage technical and institutional challenges of a complex program and creatively solve problems.
• Gather complex, diverse information and research data; uses intuition and experience to complement data and present analyses to inform strategic decisions while maintaining appropriate information confidentiality.
• Distill complex information into concise memoranda, reports, presentations, and funding/financial reports for internal and external stakeholders and executives.
• Perform strategic planning to develop and implement new initiatives.
• Identify and implement industry best practices.
• Interpret and apply applicable federal, state, and local policies, laws, and regulations.
• Develop consultant and technology procurements, negotiate contracts, and resolve contract disputes.
• Demonstrate self-discipline and motivation to plan, prioritize, and carry out assigned business duties and meet deadlines independently in a fast-paced environment, including demonstrating flexibility in emergency operational situations.
• Demonstrate strong customer service skills to both internal and external customers.