Toll Enforcement Operations Manager
About The Position
The Toll Enforcement Operations Manager is responsible for overseeing daily operations supporting the Pennsylvania Turnpike Commission’s (PTC) Toll By Plate (TBP) and toll enforcement programs within an all‑electronic tolling environment. This position ensures accurate toll transaction processing, fair and compliant enforcement practices, effective vendor oversight, and adherence to PTC policies, regulatory requirements, and audit standards. The Toll Enforcement Operations Manager serves as a key operational liaison among PTC departments, TransCore and other service providers, state agencies, and collection partners, while driving performance, data integrity, and continuous operational improvement.
Requirements
- Bachelor’s degree required.
- Advanced Microsoft Excel skills, including the ability to analyze large data sets, develop reports, and present findings to leadership.
- Demonstrated ability to analyze, interpret, and clearly present operational and financial data.
- Excellent written and verbal communication skills, with the ability to communicate effectively with executive leadership, internal teams, vendors, and external partners.
- Prior management experience required, including responsibility for staff performance, workload management, and operational oversight.
- Proven ability to manage and lead a large operational department of 130+ staff in a high‑volume, regulated environment.
- Strong organizational skills and the ability to manage multiple priorities and deadlines.
Nice To Haves
- Accounting, Business Administration, Finance, Operations Management, or a related business discipline preferred.
Responsibilities
- Oversee end‑to‑end Toll By Plate and toll enforcement workflows, including image capture, transaction validation, E‑ZPass matching, DMV lookups, invoice generation, notices, dispute processing, and enforcement escalations.
- Ensure tolling and enforcement processes align with PTC operational policies, statutory requirements, and customer fairness standards.
- Monitor production volumes, exception queues, and rejection rates; identify and resolve operational backlogs and performance issues.
- Ensure Toll By Plate and enforcement activities comply with applicable laws, PTC policies, privacy guidelines, and information security requirements.
- Monitor and investigate potential fraudulent account activity, take immediate action to block fraudulent accounts and prevent losses, maintain accurate investigation records and reports, and analyze fraud trends to recommend improvements to prevention controls.
- Maintain operational controls related to data security and audit readiness, including PCI and SOC audit requirements.
- Support internal and external audits by preparing system descriptions, operational narratives, control evidence, and corrective action plans.
- Ensure the accuracy, completeness, and integrity of toll transaction data, customer data, and enforcement records.
- Review operational reports related to revenue recovery, processing accuracy, timeliness, and enforcement outcomes.
- Prepare and present monthly operational dashboards for internal management and PTC leadership.
- Collaborate with internal teams and PTC stakeholders to resolve issues and implement operational improvements.
- Support system enhancements, rule changes, and deployments related to toll processing, enforcement logic, and customer communications.
- Supervise and support assigned staff responsible for Toll By Plate and enforcement operations.
- Ensure staff adhere to documented procedures, security requirements, and privacy standards.
- Provide training opportunities, performance feedback, and workload prioritization.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
