Associate Toll Operations Consultant

Overview

Associate Toll Operations Consultant - (187741)

HDR, our employee-owners are fully engaged in creating a welcoming environment where each of us is valued and respected, a place where everyone is empowered to bring their authentic selves and novel ideas to work every day. As we foster a culture of inclusion throughout our company and within our communities, we constantly ask ourselves:
What is our impact on the world?

HDR’s Mobility and Operational Technology Services (MOTS) team is growing, and we’re looking for an Associate Toll Operations Consultant to help us deliver innovative solutions to tolling agencies across the country. At HDR, you’ll join a collaborative, employee-owned company with over 100 years of experience pushing the boundaries of what’s possible. Our people are our pride—smart, driven, and always ready to support one another.

As an Associate Toll Operations Consultant, you’ll play a key role in supporting project teams through data analysis, research, reporting, and the lead the development of technical work products and tasks. More specifically, you will support our clients with implementing or improving back-office and customer contact center systems and operations. This may include developing new standard operating procedures, forecasting staffing needs, developing back-office system requirements, and monitoring toll system integrator/operator performance.

You’ll also assist project managers with scopes, schedules, and budgets.

• Technical Delivery
  • Research tolling trends, technologies, and policies to inform client strategies
  • Conduct deep data analysis using Excel, Power BI, relational databases, and other tools
  • Monitor and analyze toll transaction data to identify discrepancies, trends, and revenue opportunities
  • Reconcile tolling data across systems and vendors to verify accuracy and completeness
  • Analyze business processes and recommend improvements for efficiency and accuracy
  • Evaluate customer service center and system data to identify trends and opportunities
  • Support quality assurance reviews and recommend enhancements
  • Develop SOPs, training materials, and technical documentation
  • Assess end-user experience for both customers and agents
• Task & Project Management
  • Lead development and delivery of small tasks and work products
  • Support toll program management tasks including design reviews and operational oversight
  • Apply HDR’s project management and QA/QC processes
  • Support Project Managers with scopes of work, cost estimates, procurement documents, contracts, and provide oversight of project tasks, deliverables, and sub-contracts
  • Support general program management contracts for toll-related work elements including design reviews, operations, project production, and delivery
• Business Development
  • Assist with business development efforts, including writing or reviewing proposals
  • Grow business development skills through industry engagement
• Perform other duties as assigned

• Preferred Qualifications
  • Bachelor's degree in engineering, planning, business, data analytics, or related fields
  • A minimum of 3 years experience
  • Familiarity with tolling back-office systems and/or customer contact center operations
  • Proficiency in Microsoft Office applications such as Excel, Word, Visio, and Power Point
  • Strong background in data analysis, reporting, and data visualization
  • Excellent written and communication skills
  • Ability to handle a wide variety of tasks simultaneously requiring different skill sets
  • Ability to adapt to the needs of our clients and work outside of one’s comfort zone
  • Experience working with state DOTs, toll system integrators, planning organizations, or Toll / Thruway / Turnpike Authorities
  • Experience in business or technical management consulting
  • Familiarity with tolling policies, technologies, or equipment
  • Familiarity with data reporting and analytical tools such as SQL, Power BI, and/or Tableau
  • Local candidates preferred
• Required Qualifications
  • Bachelor's degree in related field
  • A minimum of 2 years related experience
  • An attitude and commitment to being an active participant of our employee-owned culture is a must

HDR is our company. Together, we build on each…