Assistant Manager, Tolling Operations

About the Skyway Built by the City of Chicago in 1958, the Chicago Skyway Toll Bridge (“Skyway”) is a 7.8-mile toll road connecting the Indiana Toll Road to the Dan Ryan Expressway on Chicago’s South Side. A key feature of the Skyway is the half-mile-long steel truss “High Bridge,” which spans the Calumet River and Calumet Harbor—an important route for industrial shipping.

The bridge’s main span is 650 feet long and provides 125 feet of vertical clearance. Our Vision:
To be the best operational toll road project in the United States, recognized for delivering exceptional value to our customers, partners, and community through operational excellence and sustainable long-term performance. Our Mission:
Our mission is simple:
Provide the safest, most time-efficient, convenient, and reliable highway to and through Chicago Position Summary The Assistant Manager, Tolling Operations provides leadership and oversight to 4-5 Tolling Operations Supervisors and oversees the Traffic Management Center (TMC) operations in support of safe, efficient, customer-focused, and reliable tolling service. The TMC serves as the central point for monitoring roadway, toll plaza, traffic, and operational conditions across the Skyway.

TMC Operators maintain real-time situational awareness; receive, document, and communicate operational information; coordinate first-line responses to incidents, equipment failures, lane disruptions, severe weather, and other abnormal conditions; dispatch or notify appropriate internal teams, emergency responders, and vendors; and escalate significant events through established protocols. The TMC also supports continuity of operations by maintaining accurate incident records, tracking response actions, communicating status updates, and helping ensure that tolling and roadway operations remain safe, reliable, and coordinated on a 24/7 basis.

The role manages workforce and resource planning, service delivery, operational performance, cost control, safety, compliance, operational-control coordination, incident response, and continuous improvement. The Assistant Manager supports the SCC Supervisor Life Cycle from selection and onboarding through development, performance, succession, and transition, while reinforcing SCC’s Supervisory Skills Framework across Foundation, Managing People, Managing Operations, and Advanced Leadership. The position supports a 24/7 operating environment and may act for the Director of Tolling & Field Systems when assigned.

Essential Functions (Duties and Responsibilities) 1. Tolling Operations Leadership Provide day-to-day leadership and direction to Tolling Operations Supervisors and support consistent execution of tolling operations. Monitor operational performance, staffing, service levels, transaction activities, and departmental priorities. Ensure toll lanes, TMC operations, and related tolling activities are appropriately staffed and operational. Support timely resolution of operational issues, equipment concerns, system issues, customer matters, and other tolling-related disruptions.

Partner with Operations and HR leadership and other departments to maintain effective and reliable tolling operations. Maintain and periodically test Tolling Operations emergency-response and business-continuity procedures, including staffing contingencies, manual or degraded-mode operations, severe-weather response, communication protocols, and post-incident review. Ensure supervisors and TMC Operators understand their assigned roles and that identified corrective actions are documented and completed Participate in an on-call leadership rotation and remain available for escalated incidents, staffing emergencies, severe weather, special events, and other operational…