Program Manager, Electronic Revenue Operations

Golden Gate Bridge, Highway and Transportation District•San Francisco, CA

17h•Onsite

About The Position

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. This position ensures technical systems perform per contractual requirements, project manages to deliver new/enhanced system features, and oversees daily operations. This position is also responsible for identifying and resolving current operational, technical, policy, and programmatic issues. Active monitoring of daily transaction processing data for transit, tolls, traffic and passenger volumes, revenue, and system budget and cost will be expected.

Requirements

A bachelor’s degree in business administration, public administration, transportation, finance, engineering, computer science, or a related field.
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 customer service operations.
Must possess and maintain a current, valid California Driver's License and a satisfactory driving record.
Operates District Vehicles on a regular basis.
Knowledge of best practices in developing staff members and managing stakeholders.
Knowledge of project and program management, preferably in a technical/software/systems environment.
Knowledge of contract procurements and management, especially large technology and/or operations procurements.
Ability to lead and effectively manage direct reports and cross-matrixed staff, consultants, and contractors.
Ability to partner to ensure program success; establish and maintain effective working relationships in the course of work.
Ability to manage technical and institutional challenges of a complex program and creatively solve problems.
Ability to 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.
Ability to distill complex information into concise memoranda, reports, presentations, and funding/financial reports for internal and external stakeholders and executives.
Ability to perform strategic planning to develop and implement new initiatives.
Ability to identify and implement industry best practices.
Ability to interpret and apply applicable federal, state, and local policies, laws, and regulations.
Ability to develop consultant and technology procurements, negotiate contracts, and resolve contract disputes.
Ability to 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.
Ability to demonstrate strong customer service skills to both internal and external customers.

Nice To Haves

Tolling and/or transportation program experience preferred.

Responsibilities

Oversee the daily functionality and revenue collection for the Toll and Clipper programs.
Lead the daily operations of the District’s toll and electronic fares programs, including contractual requirements, system improvements, and issue resolution.
Monitor daily transaction processing for transit, tolls, traffic, passenger volumes, revenue, and system budget and cost.
Coordinate with District staff for system maintenance, technical functionality, and customer issues to identify and address system problems.
Identify and suggest program/policy improvements for the Toll and Clipper programs.
Ensure technical systems perform per contractual requirements, project manage new/enhanced system features, and oversee daily operations.
Identify and resolve operational, technical, policy, and programmatic issues.
Coordinate and monitor the District’s tolling policies, recommending and implementing changes.
Represent the District within external toll committees.
Track system issues and work with the toll system vendor to facilitate resolution.
Oversee contracts, program compliance, toll policy, and contractor change enhancements.
Lead in proactively identifying and resolving technical issues in programs and with transaction processing/revenue collection.
Support future generation toll system work and operations with program changes, upgrades, or implementation of new technical e-fare functionality.
Provide exceptional customer service to the public and demonstrate an analytical and detail-oriented aptitude.
Perform variance and trend analyses on daily traffic/passenger and revenue volumes.
Audit the lane to revenue collection transaction flow at the CSC system ensuring system performance.
Work with the CSC to improve reporting on transaction processing.
Monitor performance standards and management reporting regarding toll revenues, traffic, and other metrics.
Ensure proper project documentation control and facilitate status meetings.
Work with District and vendor/contractor personnel to ensure transaction processing systems operate properly.
Maintain efficient DMV processing of transactions and toll collection from out-of-state vehicles.
Monitor regulatory and legislative changes impacting toll collection and prepare/manage processes accordingly.
Monitor performance of the violation enforcement system and collect/analyze violation collection data.
Audit violation notice generation, collections, and DMV hold processes.
Develop and monitor program budgets and ensure maximization of District electronic revenue.
Monitor cost of system integration and initiate cost reduction solutions.
Review Automatic Electronic Tolling and Clipper data to ensure accurate fares and analyze data trends.
Support operations of contracted third-party cash payment networks and District Clipper networks.
Support District staff responsible for system maintenance, customer issues, and program management.
Conduct Administrative Review hearings and serve as Administrative Review Officer for escalated toll customer disputes.
Provide FasTrak account support for District departments with fleet accounts and special toll programs.
Establish and maintain effective working relationships with District employees, customers, vendors, and others.
Participate in the California Toll Operators Committee (CTOC) on technical and policy matters.
Support western region and national tolling interoperability by participating in technical committees.
Manage intra-agency relationships including BATA staff.
Coordinate with partner agencies and MTC staff to balance priorities, develop requirements, prepare change orders and agreements, manage budgets and project risks, and coordinate schedules.
Lead parking and other electronic revenue programs from concept through operations.
Manage cross-divisional revenue initiatives by coordinating policy development, operational requirements, technology integrations, customer service impacts, financial controls, and communications.
Direct vendor performance, program analytics, and revenue management activities for parking and other revenue-generating programs.
Know and follow safety and health rules and safe working practices.
Perform additional related duties as assigned.