Tolling Recovery Manager

WSP•Merrimack, NH

About The Position

The Tolling Recovery Manager leads the client’s unpaid-toll processing and image-review operations. The role oversees the full lifecycle, from automated and manual image review through registered-owner processing, First and Second Invoices, Violation Notices, disputes, waivers, enforcement support, DMV Hold coordination, reconciliation, and final disposition. The position is based in Concord, New Hampshire, and is contingent on a future project victory. The manager coordinates personnel and work activities across unpaid-toll processing, image review, invoicing, and enforcement support. They provide operational direction, monitor performance, coordinate corrective action, coaching, training, and escalation as applicable, and support staffing, workload, backlog recovery, surge coverage, and continuity planning. The role works with project management, back-office operations, finance, QA/QC, training, reporting and analytics, digital channels, IT, BOS, customer service, print/mail, registered-owner-data providers, and the client. WSP describes its workplace model as flexible and agile and offers a benefits suite that includes medical, dental, vision, disability, life, and retirement savings benefits.

Requirements

Minimum five years of unpaid-toll processing experience, including image-review experience.
Experience with automated image-review workflows.
Experience with manual image-review workflows.
Experience with enforcement processes.
Must be authorized to work in the United States.

Responsibilities

Lead unpaid-toll processing from transaction identification through final resolution and disposition.
Oversee automated and manual image-review workflows, including initial and secondary review, rejected images, exceptions, backlog, and processing outcomes.
Oversee registered-owner processing through approved DMV and other authorized sources, including in-state and out-of-state lookups, retries, no-match results, and manual research.
Oversee address validation, correction, NCOA, skip-tracing, and returned-mail-related workflows, as applicable.
Oversee generation and processing of First Invoices, Second Invoices, and Violation Notices according to client-approved Business Rules and timing requirements.
Coordinate invoice and notice files with print, mail, electronic-delivery, returned-mail, and reconciliation processes.
Monitor suppressed, canceled, regenerated, reissued, returned, corrected-address, and undeliverable notices.
Oversee operational support for unpaid-toll disputes, waiver requests, appeals, and information requests from the client’s designated review authority.
Ensure waivers, adjustments, dismissals, reversals, and other dispositions are processed only under approved Business Rules and authority.
Oversee operational activities supporting client-approved DMV Hold processing, including data validation, status updates, releases, removals, corrections, and audit records.
Monitor unpaid-toll and image-review volume, throughput, backlog, aging, accuracy, rejects, exceptions, disputes, and final dispositions.
Monitor compliance with applicable KPIs, SLAs, Business Rules, procedures, and processing timelines; coordinate corrective actions when performance is at risk.
Coordinate with the Finance Manager on tolls, payments, fees, waivers, refunds, adjustments, cancellations, write-offs, reconciliation, and audit support.
Maintain transaction-level traceability from the original toll transaction through invoicing, payment, adjustment, enforcement, or final disposition.
Participate in requirements validation, workflow design, Business Rule review, testing, training, data-migration validation, operational readiness, cutover, Go-Live, and stabilization activities.
Coordinate with project management, back-office operations, finance, QA/QC, training, reporting and analytics, digital channels, IT, BOS, customer service, print/mail, registered-owner-data providers, and the client.
Support continuity, backup coverage, knowledge transfer, and cross-training for critical unpaid-toll functions.
Perform other duties consistent with unpaid-toll management responsibilities assigned under the project.
Coordinate personnel and work activities assigned to unpaid-toll processing, image review, invoicing, and enforcement support.
Provide operational direction, monitor performance, and coordinate corrective action, coaching, training, and escalation as applicable.
Ensure clear handoffs and accountability across unpaid-toll workflows and supporting teams.
Support staffing, workload, backlog-recovery, surge-coverage, and continuity planning for unpaid-toll functions.