Sr Manager, Strategic Operations & Partnerships

Job Summary

The Senior Manager, Strategic Operations and Partnerships provides strategic leadership and operational oversight for NTTA's Account Management Services (AMS) function, including customer service operations, commercial account management, sales and outreach activities, collections, and strategic partnerships. This position leads the AMS organization, and is responsible for driving service excellence, revenue growth, operational performance, and workforce development. The role serves as a key relationship manager for commercial customers, fleet operators, government entities, dealerships, Regional Toll Partners, and other stakeholders while supporting NTTA's strategic business objectives.

Through strong leadership, process improvement, and stakeholder engagement, the Senior Manager fosters a high-performing, customer-focused organization that delivers exceptional service and long‑term business value.

The Senior Manager, Strategic Operations and Partnerships provides strategic leadership and operational oversight for NTTA's Account Management Services (AMS) function, including customer service operations, commercial account management, sales and outreach activities, collections, and strategic partnerships. This position leads the AMS organization, and is responsible for driving service excellence, revenue growth, operational performance, and workforce development. The role serves as a key relationship manager for commercial customers, fleet operators, government entities, dealerships, Regional Toll Partners, and other stakeholders while supporting NTTA's strategic business objectives.

Through strong leadership, process improvement, and stakeholder engagement, the Senior Manager fosters a high-performing, customer-focused organization that delivers exceptional service and long‑term business value.

• Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
• In partnership with the Director, provides strategic leadership and operational oversight for NTTA's Account Management Services (AMS) function, ensuring alignment with organizational objectives, customer service standards, revenue goals, and operational priorities. Lead the development and execution of strategies that enhance customer experience, operational efficiency, and program performance.
• Lead and develop the AMS organization. Responsible for the full range of people leadership activities including workforce planning, hiring, onboarding, training, coaching, performance management, employee development, succession planning, and performance evaluations while fostering a culture focused on service excellence, continuous improvement, and business results.
• Assess, develop, and elevate the capabilities of the team identifying skill gaps, implementing targeted development strategies, and building a high‑performing team skilled in customer service, business account management, consultative sales, and relationship management. Lead the transformation of the team to deliver exceptional service to commercial, governmental, and other high‑value customers while expanding sales, outreach, and business development capabilities.
• Oversee customer service operations and commercial account management activities across customer‑facing channels, including call center operations, email support, account servicing, outreach efforts, and stakeholder interactions. Ensure timely, responsive, and high‑quality service delivery.
• Drive sales, outreach, and business development initiatives that increase Toll Tag adoption, expand business partnerships, and support revenue growth. Identify and pursue opportunities with…