Program Manager, Electronic Revenue Operations

Position Summary

The District is seeking an enthusiastic team player energized to deliver best-in-class service with excellent interpersonal and communication skills. The Manager will be an expert stakeholder who can balance competing priorities and schedules of internal staff and toll and transit stakeholders; foster goodwill among stakeholders within the agency and across the region; and is a leader and experienced program and client manager with a strong customer focus.

This person will help set the vision, implement plans, and budget to operate the program. Under general direction of the Director of Tolls and Revenue operations, the Programs Manager is responsible for overseeing the daily functionality and collecting revenue accurately especially for the Toll program and Clipper program. This position is responsible for leading the daily operations of the District’s toll and electronic fares programs to oversee activities such as contractual requirements, lead new/enhanced system improvements, and resolve current operational issues.

In addition, this position is responsible for actively monitoring the daily transaction processing for transit, tolls, traffic and passenger volumes, revenue, and system budget and cost. The Manager will coordinate and work with other District staff responsible for system maintenance, technical functionality and customer issues to aid in uncovering and addressing system issues before they elevate. This position will identify and suggest program/policy improvements to the Toll program and Clipper program.

This position ensures technical systems perform per contractual requirements, project manages to deliver new/enhanced system features, and oversees daily operations. This position is also responsible for identifying and resolving current operational, technical, policy, and programmatic issues. Active monitoring of daily transaction processing data for transit, tolls, traffic and passenger volumes, revenue, and system budget and cost will be expected.

• Operations Staff
• Toll System Technical Consultants and Contractors
• Clipper Technical Consultants and Contractors
• Regional Fas Trak Customer Service Center (CSC) Staff
• Clipper Service Bureau (CSB) Staff
• Toll System Vendor Staff
• Regional Clipper Partner Agencies
• Bridge Toll Customers
• Contracted Customer Service Center Staff
• Accounting, IT and Finance Staff
• Metropolitan Transportation Commission (MTC) Staff
• Bay Area Toll Authority (BATA) Staff
• California and out of state Department of Motor Vehicles (DMV) and collections agencies to ensure that license plate toll transactions and revenues are being processed effectively and efficiently

In addition, this position will participate in the regional/national toll committees such as California Toll Operators Committee (CTOC), 6C coalition, and IBTTA.

Coordinate and monitor the District’s tolling policies. Identify, recommend, and implement changes/enhancements to support the District’s ability to collect tolls and assist its diverse customer base. Research initiatives and potential programs identified by the District’s Management, Board, or external stakeholders. Represent the District within external toll committees.

Track system issues and work closely with toll system vendor to facilitate resolution. Oversee contracts, program compliance, toll policy, and contractor change enhancements to programs and business rules. Lead in proactively identifying and resolving technical issues in the programs and with transaction processing and/or revenue collection. Support future generation toll system work and operations with program changes, upgrades, or implementation of new technical e-fare functionality.

Provides…