System Operations Manager

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Via Plus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. Via Plus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries.

Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, Via Plus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

JOB PROFILE
:
System Operations Manager

JOB LOCATION: Austin Texas

JOB SUMMARY:

The System Operations Manager is a Project-based role that is within the Operations & Maintenance team and is responsible for overseeing the day-to-day operations of the Back Office System (BOS) application and supporting Customer Service Center (CSC) applications to ensure on-time and accurate processing of toll transactions by evaluating and monitoring the end-to-end toll lifecycle, the accuracy and timeliness of customer and violator notices and validation of accurate reporting of financial transactions.

This role will be the subject matter expert on the integration of the business rules by comparing and validating the system output and ensuring effective monitoring and process reviews are in place so that events are properly resolved and documented.

This role is also responsible for identifying, escalating, and tracking system risks and will make technical recommendations where applicable. In addition, this role will be responsible for overseeing all operational monitoring tasks and activities and ensure performance issues are identified and worked within operational guidelines. All other duties as assigned.

MAJOR DUTIES AND RESPONSIBILITIES:

• Effectively communicate complex information to employees, stakeholders, clients, and executives.
• Develop the workforce and serve as a role model through cross-training and mentorship programs to minimize operational risks and create efficiencies for operational automation.
• Implement, document, and maintain standards, guidelines, and governance best practices for efficient system and process oversight.
• Ensure correct prioritization of tickets to ensure KPI compliance.
• Streamline processes to enhance responsiveness and client focus.
• Manage and monitor the business rules to ensure compliance to the client’s requirements.
• Manage and monitor the contractual and internal KPIs to ensure compliance to the technical requirements and identify trends to address/resolve any degradation.
• Manage the review, testing, communication, and post deployment verification of proposed changes and change orders to the system and participate in Change Advisory Board (CAB) as needed as key stakeholder.
• Prepare and analyze monthly operations reports and ensure on-time delivery of reporting tasks to end users.
• Ensure quality of the…