ETC Programs Manager

Pennsylvania Turnpike Commission•Middletown, PA

4d•Hybrid

About The Position

This position is responsible for supervising and coordinating an Electronic Toll Collection (ETC) program area such as the Customer Assistance Center, Customer Service Operations or Revenue Enforcement & Collections for the Pennsylvania Turnpike Commission (PTC). The incumbent administers various programs and projects for an assigned area(s). Work is performed with independence and reviewed by a superior for attainment of program goals, completion of projects, and overall performance. Supervision is exercised over professional staff.

Requirements

Nine (9) years of experience in business, communications, or customer service;ORFive (5) years of experience in business, communications, or customer service AND a bachelor’s degree business administration, communications, or related field. Equivalent combination of education and/or experience may be accepted.
Proficiency in Microsoft Excel, Word, PowerPoint is required.
Possession of a valid driver’s license. Must obtain and maintain a valid Pennsylvania driver’s license within six (6) months of employment.

Responsibilities

Supervises and provides guidance to staff including performance management, delegation of work assignments, and review of work product.
Supervises the administration of designated ETC programs and special projects. Ensures business logic and workflow processes are handled with a lean approach. Identifies potential issues and upcoming needs for change. Ensures appropriate support is provided for assigned ETC program area.
Develops and implements ETC program goals, objectives, business plans, and priorities, including measures to monitor operations by using informed assumptions and data-driven analysis.
Implements recommendations for program improvements, enhancements, or to address changing business needs. Leads the implementation and testing of system changes.
Responsible for performing detailed analysis, creation of reports and overall review as it relates to ETC programs to identify and resolve potentially harmful issues and monitor productivity. Develops reports and recommendations for upper management.
Reviews and develops policies, manuals, presentations, training materials, and other applicable documents related to ETC programs. Develops business requirements and business processes. Familiarizes employees with policies, procedures and regulations and ensures compliance.
Supervises toll enforcement collection efforts, payment plan obligations and vehicle registration suspension/restoration processes for the toll enforcement program.
Participates in budget preparations and monitors applicable budgets throughout the fiscal year. Develops operational and financial recommendations to improve efforts. Ensures the proper payment of invoices by the PTC.
Ensures the prompt and accurate response to inquiries, complaints, requests, and concerns from customers, legislators, upper management, consultants, and other PTC employees. Addresses escalated or high-level responses. Reviews correspondence internally and with other departments to recognize deficiencies and areas for improvement.
Reviews and approves inventory levels, projections, disposal requests, and replacement requests to ensure adequate transponder inventory levels. Approves shopping carts in the Supplier Relationship Management (SRM) system.
Reviews PTC intranet and external website content for accuracy and detail.
Establishes and ensures compliance with contractual and other agreements related to applicable ETC Program areas. Handles escalated vendor and/or contract issues.
Liaisons with internal and external legal groups and courts as needed. Reviews and coordinates the response to subpoenas, search warrants, and court orders. Ensures responses are professional, accurate, and provide relevant facts and information.
Manages the PTC’s Special Hauling Permit program. Provides reports to validate payments and utilization of permits.
Manages the design, maintenance, reporting, and training for assigned tracking and ticketing systems.
Leads and/or represents the department in committees, meetings, trainings, project teams, and other events. Liaisons with consultants, employees, contractors, and vendors.
Uses situational awareness to anticipate and prevent accidents.
Performs related duties as assigned.