Program Manager, Electronic Revenue Operations

The Electronic Revenue Collection Programs Manager works with a variety of internal and external subject matter experts including:

• Operations Staff
• Toll System Technical Consultants and Contractors
• Clipper Technical Consultants and Contractors
• Regional FasTrak Customer Service Center (CSC) Staff

• Accounting, IT and Finance 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. 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 regulatory and legislative changes that could impact toll collection and prepares manages processes accordingly to ensure District compliance and to minimize negative impact to revenue. 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. Conducts Administrative Review hearings and Serves as Administrative Review Officer for escalated toll customer disputes 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. Lead parking and other electronic revenue programs from concept through operations, including business needs assessments, stakeholder engagement, procurement development, RFP/RFQ management, vendor selection, implementation oversight, and ongoing operational support to ensure successful deployment and revenue performance. Manage cross-divisional revenue initiatives by coordinating policy development, operational requirements, technology integrations, customer service impacts, financial controls, and communications among Operations, Finance, IT, Planning, vendors, and external agency partners to ensure alignment and successful program delivery. Direct vendor performance, program analytics, and revenue management activities for parking and other revenue-generating programs, establishing performance metrics, monitoring contract compliance, analyzing operational and revenue trends, identifying opportunities for process improvements, and implementing corrective actions to maximize customer experience and financial outcomes. Knows and follows the safety and health rules and safe working practices applicable to the job. Performs additional related duties as assigned.

The Electronic Revenue Collection Programs Manager works with a variety of internal and external subject matter experts including:

• Operations Staff
• Toll System Technical Consultants and Contractors
• Clipper Technical Consultants and Contractors
• Regional FasTrak Customer Service Center (CSC) Staff

• Accounting, IT and Finance 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.

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.

• 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 regulatory and legislative changes that could impact toll collection and prepares manages processes accordingly to ensure District compliance and to minimize negative impact to revenue.
• 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.
• Conducts Administrative Review hearings and Serves as Administrative Review Officer for escalated toll customer disputes
• 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.
• Lead parking and other electronic revenue programs from concept through operations, including business needs assessments, stakeholder engagement, procurement development, RFP/RFQ management, vendor selection, implementation oversight, and ongoing operational support to ensure successful deployment and revenue performance.
• Manage cross-divisional revenue initiatives by coordinating policy development, operational requirements, technology integrations, customer service impacts, financial controls, and communications among Operations, Finance, IT, Planning, vendors, and external agency partners to ensure alignment and successful program delivery.
• Direct vendor performance, program analytics, and revenue management activities for parking and other revenue-generating programs, establishing performance metrics, monitoring contract compliance, analyzing operational and revenue trends, identifying opportunities for process improvements, and implementing corrective actions to maximize customer experience and financial outcomes.
• Knows and follows the safety and health rules and safe working practices applicable to the job.
• Performs additional related duties as assigned.

Education and Experience: A bachelor’s degree in business administration, public administration, transportation, finance, engineering, computer science, or a related field.

Three (3) years of increasing experience in operations, program or project management, or transaction-based systems in relevant industries such as tolling or transportation, financial services, technology/software systems, or logistics.

must include program or project oversight, vendor or contractor management, system or data analysis, and customers service operations.

Tolling and/or transportation program experience preferred.

Required License: Must possess and maintain a current, valid California Driver's License and a satisfactory driving record.

Operates District Vehicles on a regular basis.

• A bachelor’s degree in business administration, public administration, transportation, finance, engineering, computer science, or a related field.
• Three (3) years of increasing experience in operations, program or project management, or transaction-based systems in relevant industries such as tolling or transportation, financial services, technology/software systems, or logistics.

must include program or project oversight, vendor or contractor management, system or data analysis, and customers service operations.

• Tolling and/or transportation program experience preferred.

Knowledge of: Best practices in developing staff members and managing stakeholders Project and program management, preferably in a technical/software/systems environment Contract procurements and management, especially large technology and/or operations procurements Skill in or Ability to: Demonstrate public sector experience, working with teams, and group facilitation skills experience Lead 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.

• Best practices in developing staff members and managing stakeholders
• Project and program management, preferably in a technical/software/systems environment
• Contract procurements and management, especially large technology and/or operations procurements
• Demonstrate public sector experience, working with teams, and group facilitation skills experience
• Lead 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.

The following are some of the excellent benefits that the Golden Gate Bridge, Highway and Transportation District offers to its employees: Paid Time-Off: Competitive vacation accruals, generous sick leave accruals, holidays per year, and floating holiday(s).

Health Plans: The District offers three (3) medical plans, namely PERS Kaiser HMO plan, PERS Gold PPO plan, and PERS Platinum PPO plan, with a District contribution toward the premium.

All plans offer an HRA reimbursement account for out-of-pocket expenses associated with your District-sponsored group health and prescription drug plans.

Retirement Programs are available through CalPERS or an applicable Union Pension Plan, Mission Square 457 B, 401 (a) and Social Security.

Flexible Spending Account (FSA): A FSA allows pre-tax dollars to be set aside to pay for certain health and dependent care expenses for you and your family.

This can be used for Health Care Reimbursement Account and Dependent Daycare Reimbursement Account.

Life Insurance: The District provides a basic life and accidental death insurance benefit.

Life insurance is used to replace the lost income of the deceased.

Life insurance coverage is provided through Minnesota Life.

Employee Assistance Program: This is a confidential and free service that provides support, counseling, referrals, and resources for issues that impact your life.

The EAP program offers support or assistance for financial/legal concerns, depression, stress, parenting and family issues, and child and elder care.

Services are available 24 hours-a-day and are available to all family members.

Plus excellent dental, vision, disability, professional development and more . *Benefits described herein do not represent a contract and may be changed without notice. **The Golden Gate Bridge, Highway and Transportation District is a Social Security participant.

For more details about benefits or retirement, please contact Human Resources at (415) 257-4526 or email benefits@goldengate.org.

The following are some of the excellent benefits that the Golden Gate Bridge, Highway and Transportation District offers to its employees:

• Paid Time-Off: Competitive vacation accruals, generous sick leave accruals, holidays per year, and floating holiday(s).
• Health Plans: The District offers three (3) medical plans, namely PERS Kaiser HMO plan, PERS Gold PPO plan, and PERS Platinum PPO plan, with a District contribution toward the premium. All plans offer an HRA reimbursement account for out-of-pocket expenses associated with your District-sponsored group health and prescription drug plans.
• Retirement Programs are available through CalPERS or an applicable Union Pension Plan, Mission Square 457 B, 401 (a) and Social Security.
• Flexible Spending Account (FSA): A FSA allows pre-tax dollars to be set aside to pay for certain health and dependent care expenses for you and your family. This can be used for Health Care Reimbursement Account and Dependent Daycare Reimbursement Account.
• Life Insurance: The District provides a basic life and accidental death insurance benefit. Life insurance is used to replace the lost income of the deceased. Life insurance coverage is provided through Minnesota Life.
• Employee Assistance Program: This is a confidential and free service that provides support, counseling, referrals, and resources for issues that impact your life. The EAP program offers support or assistance for financial/legal concerns, depression, stress, parenting and family issues, and child and elder care. Services are available 24 hours-a-day and are available to all family members.
• Plus excellent dental, vision, disability, professional development and more .

*Benefits described herein do not represent a contract and may be changed without notice. **The Golden Gate Bridge, Highway and Transportation District is a Social Security participant.

For more details about benefits or retirement, please contact Human Resources at (415) 257-4526 or email benefits@goldengate.org.