Golden Gate Bridge Highway & Transportation District
Program Manager, Electronic Revenue Operations
Golden Gate Bridge Highway & Transportation District, San Francisco, California, United States, 94199
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.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. The Manager will collaborate with District staff responsible for system maintenance, technical functionality, and customer service to uncover and address system issues before they escalate. This position will identify and lead the implementation of program and policy improvements to the AET program and Clipper program.Applicants must apply online and submit the following documents at the time of application. Failure to meet any of the requirements stated below may result in rejection of your application:GGBHTD Online Employment ApplicationResume (Scan and attach as PDF to your online application)Responses to the Supplemental QuestionnaireApplicants who do not possess the required bachelor's degree stated below should attach a written statement supporting qualifying experience (Scan and attach as PDF to your online application)Application Review Dates:1st Review Date:
September 30, 20242nd Review Date:
October 21, 2024Essential ResponsibilitiesThe Electronic Revenue Collection Programs Manager works with a variety of internal and external subject matter experts including:Operations StaffAET Technical Consultants and ContractorsClipper Technical Consultants and ContractorsRegional Customer Service Center (CSC) StaffClipper Service Bureau (CSB) StaffToll System Vendor StaffRegional Clipper Partner AgenciesBridge Toll CustomersContracted Customer Service Center StaffAccounting, IT and Finance StaffMetropolitan Transportation Commission (MTC) StaffBay Area Toll Authority (BATA) StaffCalifornia 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 efficientlyIn addition, this position will participate in the regional/national toll committees such as California Toll Operators Committee (CTOC), 6C coalition, and IBTTA.A. Tolling Policy: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.B. Program Management: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 exceptional customer service to the public and demonstrates an analytical and detail-oriented aptitude while presenting the broader perspective to management.Performs variance and trend analyses on daily traffic/passenger and revenue volumes.Audits the lane to revenue collection transaction flow at the CSC system ensuring system performance.Understands CSC reporting on transaction processing and works with the CSC to improve reporting.Responsible for performance standard monitoring and management reporting regarding toll revenues, traffic, and other metrics.Ensures proper project documentation control and facilitates weekly/monthly status meetings.Works with all levels of District and vendor/contractor personnel to ensure transaction processing systems are operating properly at all times.Maintains efficient DMV processing of transactions and toll collection from out of state vehicles.Monitors performance of the violation enforcement system at the Golden Gate Bridge and collects and analyzes state-wide violation collection data for efficient utilization.Audits violation notice generation, collections, and DMV hold processes to ensure transactions are being handled correctly.Develops and monitors budget of the programs and ensures maximization of District electronic revenue of tolls and transit fares.Monitors cost of system integration and initiates cost reduction solutions.Reviews Automatic Electronic Tolling (License Plate/Fastrak) and Clipper data to ensure accurate fares are collected and analyzes data trends.Supports the operations of contracted third party cash payment networks and District Clipper networks including Clipper bus and ferry operations staff.Supports District staff responsible for system maintenance, customer issues, and program management.Provides FasTrak account support for District departments with fleet accounts and special toll programs.Establishes and maintains effective working relationships with District employees, customers, vendors, and all others contacted while demonstrating excellent customer service.Participates in the California Toll Operators Committee (CTOC) on technical and policy matters.Supports western region and national tolling interoperability by actively participating in technical committees.Manages key intra-agency relationships including BATA staff who oversee the customer service center on behalf of the District.Coordinates with partner agencies and MTC staff to balance priorities and develop requirements, prepare change orders and agreements, manage budgets and project risks, and coordinate schedules.Knows and follows the safety and health rules and safe working practices applicable to the job.Performs additional related duties as assigned.Minimum QualificationsEducation and Experience Requirements:A Bachelor's degree in an appropriate discipline and four years of relevant experience.Three years of increasingly responsible experience in an appropriate field related to the area of assignment.Preferred Qualifications:Five + years of increasingly responsible experience in an appropriate field related to the areas of assignment preferred.Tolling and/or transportation program experience preferred.Hybrid Schedule:
On site presence is expected two days per week, at minimum, and as needed for (1) attending internal in person meetings; (2) occasional in-person meetings with Consultants and contractors; occasional travel required for presenting at conferences and in-person meetings of California Toll Operators Committee.Required License:
Must possess and maintain a current, valid California Driver's License and satisfactory driving record.Physical Requirements:Mobility to work in a typical office settingMust have sufficient strength to lift and carry boxes of materials weighing up to 50 poundsMust be flexible in working to meet short turnaround deadlinesAbility to read printed materials and a computer screenAbility to communicate in person and over the telephoneRoutine use of computer, telephone and other office equipmentAbility to travel to District facilitiesFlexible hours may be needed periodically if operational issues ariseRequired Knowledge, Skills and AbilitiesKnowledge:Best practices in developing staff members and managing stakeholdersProject and program management, preferably in a technical/software/systems environmentContract procurements and management, especially large technology and/or operations procurementsSkills in and/or Ability to:Demonstrate public sector experience, working with teams, and group facilitation skills experienceLead and effectively manage direct reports and cross-matrixed staff, consultants, and contractors.Partner to ensure program success; establish and maintain effective working relationships in the course of work.Manage technical and institutional challenges of a complex program and creatively solve problems.Gather complex, diverse information and research data; uses intuition and experience to complement data and present analyses to inform strategic decisions while maintaining appropriate information confidentiality.Distill complex information into concise memoranda, reports, presentations, and funding/financial reports for internal and external stakeholders and executives.Perform strategic planning to develop and implement new initiatives.Identify and implement industry best practices.Interpret and apply applicable federal, state, and local policies, laws, and regulations.Develop consultant and technology procurements, negotiate contracts, and resolve contract disputes.Demonstrate self-discipline and motivation to plan, prioritize, and carry out assigned business duties and meet deadlines independently in a fast-paced environment, including demonstrating flexibility in emergency operational situations.Demonstrate strong customer service skills to both internal and external customers.
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September 30, 20242nd Review Date:
October 21, 2024Essential ResponsibilitiesThe Electronic Revenue Collection Programs Manager works with a variety of internal and external subject matter experts including:Operations StaffAET Technical Consultants and ContractorsClipper Technical Consultants and ContractorsRegional Customer Service Center (CSC) StaffClipper Service Bureau (CSB) StaffToll System Vendor StaffRegional Clipper Partner AgenciesBridge Toll CustomersContracted Customer Service Center StaffAccounting, IT and Finance StaffMetropolitan Transportation Commission (MTC) StaffBay Area Toll Authority (BATA) StaffCalifornia 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 efficientlyIn addition, this position will participate in the regional/national toll committees such as California Toll Operators Committee (CTOC), 6C coalition, and IBTTA.A. Tolling Policy: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.B. Program Management: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 exceptional customer service to the public and demonstrates an analytical and detail-oriented aptitude while presenting the broader perspective to management.Performs variance and trend analyses on daily traffic/passenger and revenue volumes.Audits the lane to revenue collection transaction flow at the CSC system ensuring system performance.Understands CSC reporting on transaction processing and works with the CSC to improve reporting.Responsible for performance standard monitoring and management reporting regarding toll revenues, traffic, and other metrics.Ensures proper project documentation control and facilitates weekly/monthly status meetings.Works with all levels of District and vendor/contractor personnel to ensure transaction processing systems are operating properly at all times.Maintains efficient DMV processing of transactions and toll collection from out of state vehicles.Monitors performance of the violation enforcement system at the Golden Gate Bridge and collects and analyzes state-wide violation collection data for efficient utilization.Audits violation notice generation, collections, and DMV hold processes to ensure transactions are being handled correctly.Develops and monitors budget of the programs and ensures maximization of District electronic revenue of tolls and transit fares.Monitors cost of system integration and initiates cost reduction solutions.Reviews Automatic Electronic Tolling (License Plate/Fastrak) and Clipper data to ensure accurate fares are collected and analyzes data trends.Supports the operations of contracted third party cash payment networks and District Clipper networks including Clipper bus and ferry operations staff.Supports District staff responsible for system maintenance, customer issues, and program management.Provides FasTrak account support for District departments with fleet accounts and special toll programs.Establishes and maintains effective working relationships with District employees, customers, vendors, and all others contacted while demonstrating excellent customer service.Participates in the California Toll Operators Committee (CTOC) on technical and policy matters.Supports western region and national tolling interoperability by actively participating in technical committees.Manages key intra-agency relationships including BATA staff who oversee the customer service center on behalf of the District.Coordinates with partner agencies and MTC staff to balance priorities and develop requirements, prepare change orders and agreements, manage budgets and project risks, and coordinate schedules.Knows and follows the safety and health rules and safe working practices applicable to the job.Performs additional related duties as assigned.Minimum QualificationsEducation and Experience Requirements:A Bachelor's degree in an appropriate discipline and four years of relevant experience.Three years of increasingly responsible experience in an appropriate field related to the area of assignment.Preferred Qualifications:Five + years of increasingly responsible experience in an appropriate field related to the areas of assignment preferred.Tolling and/or transportation program experience preferred.Hybrid Schedule:
On site presence is expected two days per week, at minimum, and as needed for (1) attending internal in person meetings; (2) occasional in-person meetings with Consultants and contractors; occasional travel required for presenting at conferences and in-person meetings of California Toll Operators Committee.Required License:
Must possess and maintain a current, valid California Driver's License and satisfactory driving record.Physical Requirements:Mobility to work in a typical office settingMust have sufficient strength to lift and carry boxes of materials weighing up to 50 poundsMust be flexible in working to meet short turnaround deadlinesAbility to read printed materials and a computer screenAbility to communicate in person and over the telephoneRoutine use of computer, telephone and other office equipmentAbility to travel to District facilitiesFlexible hours may be needed periodically if operational issues ariseRequired Knowledge, Skills and AbilitiesKnowledge:Best practices in developing staff members and managing stakeholdersProject and program management, preferably in a technical/software/systems environmentContract procurements and management, especially large technology and/or operations procurementsSkills in and/or Ability to:Demonstrate public sector experience, working with teams, and group facilitation skills experienceLead and effectively manage direct reports and cross-matrixed staff, consultants, and contractors.Partner to ensure program success; establish and maintain effective working relationships in the course of work.Manage technical and institutional challenges of a complex program and creatively solve problems.Gather complex, diverse information and research data; uses intuition and experience to complement data and present analyses to inform strategic decisions while maintaining appropriate information confidentiality.Distill complex information into concise memoranda, reports, presentations, and funding/financial reports for internal and external stakeholders and executives.Perform strategic planning to develop and implement new initiatives.Identify and implement industry best practices.Interpret and apply applicable federal, state, and local policies, laws, and regulations.Develop consultant and technology procurements, negotiate contracts, and resolve contract disputes.Demonstrate self-discipline and motivation to plan, prioritize, and carry out assigned business duties and meet deadlines independently in a fast-paced environment, including demonstrating flexibility in emergency operational situations.Demonstrate strong customer service skills to both internal and external customers.
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