Tolling Operations Project Manager

WSP•Merrimack, NH

1d•Onsite

About The Position

WSP is seeking a highly experienced Tolling Operations Project Manager (PM) to lead the end-to-end management, execution, and delivery of large-scale, mission-critical programs. The Project Manager will serve as the primary point of contact for the client throughout the duration of the contract and will lead all aspects of project planning, execution, governance, and operational transition. This role requires deep expertise in contact/customer service centers, technology delivery, operational integration, public sector contract execution, and multi-vendor coordination.

Requirements

Bachelor’s degree in relevant field
12+ years of relevant experience
8+ years of experience managing tolling programs
Experience in multi-entity, cross-functional delivery environments
Proven ability to manage complex integrated schedules
Strong understanding of E-ZPass and interoperability preferred
Strong understanding of Agile, Waterfall, and hybrid methodologies
Proficiency in MS Project, JIRA, Confluence, or similar tools
Knowledge of software development lifecycle and system integration
Experience with budgeting, forecasting, and financial management
Strong knowledge of contract negotiation and administration
Understanding of contact center operations and customer service delivery models
Ability to drive KPI and SLA performance improvements

Nice To Haves

Experience with public sector or regulated environments preferred
PMP or equivalent
Agile certifications (Scrum, SAFe, etc.)
ITIL or equivalent
Proven ability to deliver complex programs end-to-end
Strong leadership and stakeholder management capabilities
Ability to manage high-risk, high-visibility projects
Experience delivering within FFP environments

Responsibilities

Develop Work Breakdown Structures (WBS), integrated master schedules (IMS), and resource plans
Coordinate deliverables across internal teams, external vendors, and partners
Facilitate meetings, document outcomes, and track action items to completion
Oversee execution across design, development, integration, testing, and deployment
Track progress against scope, schedule, and budget
Deliver status reports, executive dashboards, and performance metrics
Ensure alignment with contractual obligations and milestones
Lead cross-functional teams including software, infrastructure, data, QA, and operations
Manage dependencies between technical and operational workstreams
Ensure operational readiness and successful go-live
Apply Agile, Waterfall, and hybrid methodologies
Manage backlog, sprint execution, and release cycles
Maintain risk and issue logs and mitigation strategies
Escalate critical issues and manage resolution
Oversee change control and impact assessments
Serve as primary client contact and escalation point
Develop communication plans and provide updates to stakeholders
Ensure alignment of roles, responsibilities, and expectations
Support contract negotiation and administration
Manage budgets, forecasts, and financial controls
Ensure compliance with contractual and regulatory requirements
Manage staffing plans, onboarding, and workload balancing
Oversee vendor performance and subcontractors
Ensure seamless integration across partners
Ensure deliverables meet quality standards
Support audits and compliance reviews
Enforce PMO, security, and regulatory adherence
Establish, track, and drive performance against KPIs and SLAs
Monitor service levels for customer service and contact center operations
Implement corrective actions to improve performance outcomes
Ensure alignment between operational metrics and contractual commitments
Drive continuous improvement across delivery processes
Apply best practices in program development, implementation, and evaluation