Senior Operations Manager - Tolling

PrePass•Phoenix, AZ

25d•Hybrid

About The Position

The Senior Operations Manager provides strategic leadership and operational oversight across the company’s nationwide tolling operations supporting commercial trucking fleets. This role ensures coordinated, accurate, and efficient processing across Business Operations, Violations Processing & Payments, and Quality Assurance/Analytics. The Senior Operations Manager drives operational excellence, aligns teams with client and toll agency requirements, and ensures accuracy across toll transactions, disputes, and violation processing. This position requires deep understanding of data verification and the operational complexities of large-scale commercial fleet toll processing. This is a hybrid role based out of our downtown Phoenix office.

Requirements

Bachelor’s degree in Business Administration, Operations Management, or a related field preferred.
3–5 years of progressive operations management experience, preferably within tolling, logistics, or transaction-based industries.
Proven experience managing managers and cross-functional operational teams.
Expertise in KPI development, performance governance, and data analytics (experience with Power BI, Tableau, or equivalent tools is a plus).
Excellent leadership, problem-solving, and communication skills.
Demonstrated success driving efficiency and automation initiatives in complex operational environments.

Nice To Haves

Six Sigma training is a plus

Responsibilities

Provide high-level direction and cross-functional oversight for Business Operations, Violations/Payments, and QA/Analytics teams.
Partner with department managers to set strategic priorities, performance goals, and service standards aligned with client SLAs and toll agency expectations.
Lead operational governance and performance review cadences to support accountability and continuous improvement.
Serve as the senior escalation point for operational issues, data integrity challenges, and interdepartmental dependencies.
Collaborate with executive leadership to support organizational scaling, process modernization, and automation initiatives.
Partner with Finance and Compliance on reconciliation and audit readiness to maintain end-to-end transparency and accountability.
Provide strategic leadership and oversight to the Business Operations Manager to ensure accurate execution of all toll transaction-related processes.
Govern and support operational workflows, including:
Account Maintenance: Oversee manual account updates and exceptions when automation cannot apply, ensuring compliance and accuracy.
Toll Transaction Research: Support resolution of transaction discrepancies, data mismatches, and tolling anomalies in coordination with partner agencies.
Toll Transaction Disputes: Oversee dispute resolution processes requiring toll agency interaction, ensuring timely and well-documented outcomes.
GPS Verification: Ensure systems and processes accurately validate toll transactions using GPS and related trip data.
Quality Assurance & Analytics: Direct QA and analytics functions to monitor accuracy, SLA adherence, and operational efficiency across all tolling workflows.
Partner with IT and Product teams to enhance data automation, reduce manual handling, and strengthen exception management.
Review key performance metrics and operational dashboards to support continuous improvement and accuracy.
Provide strategic support and performance oversight to the Violations Manager, who leads day-to-day violation processing and payment workflows.
Ensure violation processing and payment posting are accurate, timely, and compliant with toll agency standards and internal SLAs.
Monitor performance reports and operational KPIs to ensure efficiency, quality, and consistency across all violation-related functions.
Support the Violations Manager with process reviews, capacity planning, and system optimization initiatives.
Oversee enterprise-wide operational metrics, dashboards, and performance reporting across all tolling functions.
Lead QA and Analytics teams in generating insights that improve accuracy, throughput, and customer satisfaction.
Use data-driven analysis to identify performance gaps, root causes, and opportunities for process improvement.
Present performance trends, forecasts, and action plans to senior leadership and key clients.
Promote a culture of transparency, accountability, and continuous improvement.
Lead and mentor operational managers and analysts, fostering an environment of collaboration, ownership, and excellence.
Strengthen communication and alignment among Business Operations, Violations, QA, Finance, Client Services, and IT.
Encourage innovation, process documentation, and adoption of scalable best practices across all operational lanes.
Serve as a senior operational representative in client, toll agency, and executive business reviews.

Benefits

Robust benefit package that includes medical, dental, and vision that start on date of hire.
Paid Time Off, to include vacation, sick, holidays, and floating holidays.
Paid parental leave.
401(k) plan with employer match.
Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
Tuition Reimbursement Program.
Voluntary benefits, to include but not limited to Legal and Pet Discounts.
Employee Assistance Program (available at no cost to you).
Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
Community Give-Back initiatives.
Culture that focuses on employee development initiatives.
Company-wide bonus and commission plans.