Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

•  Manages, oversees, coordinates, and participates in the operations and activities of SBCTA's toll operations programs and projects.
• Ensures proper operations & maintenance (O&M) of toll equipment including evaluation and recommendations for deployment of and updates to tolling technology.
• Supervises consultant and contracted staff supporting SBCTA's toll program.
• Participates in the development and implementation of goals, objectives, policies, and priorities in support of the effective and efficient operation of SBCTA toll facilities.
• Recommends operational policy refinements related to toll systems and operations, including modifications to existing business rules as necessary and appropriate.
• Oversees work performed by outside agencies in the customer service center, including account creation & transponder issuance, account management, and overall customer interaction.
• Provides oversight of Toll System Provider (TSP) contract during the Design and Development phase and supervision during the Operations & Maintenance (O&M) phases.
• Participates in on-going project development activities of planned facilities including operations planning, start-up planning, ramp-up activities, and procurements.
• Works collaboratively with I-10 and I-15 Project Managers to ensure operational issues are considered in the planning stages; assists in the planning, procurement, and start-up activities for future SBCTA toll facilities; ensures TSP system integration is planned and executed effectively.
• Receives, investigates, and responds to difficult and sensitive problems and complaints in a professional manner; identifies and reports findings and implements necessary corrective action.
• Works collaboratively with the Toll Financial Administrator in aspects related to the toll collection system.
• Provides highly complex staff assistance to the Director of Project Delivery and Toll Operations; develops and reviews staff reports and other necessary correspondence related to assigned activities and services; presents to various commissions, committees, and boards.
• Coordinates with SBCTA Procurement Department for procurements related to toll program, including development of scope of work, schedule and budget, and working collaboratively with SBCTA staff and consultants to advertise, negotiate and award contracts.
• Works closely with the SBCTA Department of Legislative and Public Affairs to monitor proposed toll legislation and regulations that may affect toll systems or operations; provide assessment analysis to identify potential impacts; implements policy and procedural changes as necessary and appropriate.
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the tolling industry; researches emerging toll industry trends; monitors marketing approaches and process enhancements and their applicability to toll program and project needs.
• Oversee Incident Management contracts and ensure that appropriate performance expectations are met.
• Provides leadership in the analysis of data, preparation of reports and presentation to Executive Staff, Committees, Board on toll facility operations, traffic patterns, revenue generation, violation processing, electronic toll processing, business system integration and customer service activities.
• Participates in the development of bondholder annual reports, especially as it relates to assessment of infrastructure needs and maintenance requirements.
• Closely coordinates with other agencies.
• Other duties as required.

Knowledge of:

• Principles and practices of financial management, budgeting, revenue projection and cost analysis.
• Project and/or program management, analytical processes, and report preparation techniques.
• Organizational and operational practices as applied to the analysis, evaluation, development, and implementation of programs, policies, and procedures.
• Performance management including the development and analysis of Key Performance Indicators (KPIs) and other performance measures.
• Toll System processes including flow of transactions, external interfaces, credit card processing, payment processing, and application of business rules.
• Administrative principles and practices, including goal setting, toll/express lane program development, implementation, and evaluation.
• Principles and practices of public agency tolling and express lane operations, including toll collection and violation enforcement technology, roadway operations, fee generation, collection practices, and customer service practices and procedures.
• Principles, practices and techniques used in an effective toll program, including contract management, marketing and community outreach techniques and materials and business and IT system integration.
• Professional organizations involved in the tolling industry including International Bridge, Tunnel and Turnpike Association (IBTTA) and California Toll Operators Committee (CTOC).
• Applicable federal, state, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
• Recent and on-going developments, current literature, and sources of information related to the toll/express lane program, project development and operations.
• English usage, grammar, spelling, vocabulary, and punctuation.
• Techniques for effectively representing SBCTA in contacts with governmental agencies, community groups, and various business, professional, educational, regulatory, and legislative organizations.
• Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors, and SBCTA staff.
• Record keeping principles and procedures.

 
Ability to:

•  Recommend and implement goals, objectives, and practices for providing effective and efficient toll/express lane operations.
• Support SBCTA management to monitor complex projects, ensuring on-time delivery, within budget.
• Effectively manage contractors and consultants in delivery of agreed upon service and deliverables.
• Interpret, apply, explain, and ensure compliance with federal, state, and local policies, procedures, laws, and regulations.
• Evaluate and develop improvements in operations, procedures, policies, or methods.
• Prepare clear and concise reports, correspondence, policies, procedures, and other written materials.
• Analyze, interpret, summarize and present technical information and data in an effective manner to SBCTA management and committees.
• Conduct research, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports.
• Effectively represent the department and SBCTA in meetings with governmental agencies, community groups, and various businesses, professional and regulatory organizations, and in meetings with individuals.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
• Operate modern office equipment including computer equipment and specialized software applications programs.
• Effectively communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
• Occasional overnight travel required; ability to independently travel as needed, without restriction, by all modes of transportation, including car, plane, or train for training or meetings.