Deputy Chief Toll Operations Officer

POSITION SUMMARY:

Under general direction of the Chief Toll Operations Officer (CTOO), assists in the planning, management, and oversight of the programs, services, and contract staffing of the Toll Operations and Information Technology Departments, including the planning, installation, procurement, integration, testing, and operation of all toll facilities, technology, customer service, and toll compliance. Assists or leads the efforts to market and provide back-office services to toll agencies, including oversight of the integration of other agency toll facilities into the Transportation Corridor Agency (TCA) back-office. Serve as a proxy to the CTOO and perform other work as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional position-specific duties and/or duties that are outside the specific responsibilities that are listed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to this class.

• Provide senior management support regarding the planning and development of strategies, programs, work plans, policies and processes to accomplish TCA's strategic mission.
• Evaluate attainment of department goals and objectives and develop recommendations for increased departmental efficiency for review and consideration by the CTOO.
• Conduct organizational and operational studies and investigations and recommend modifications to programs, policies, and procedures as appropriate.
• Coordinate projects and assignments with other departments.
• Confer with committees and Boards regarding operational policies, practices, and related issues; make related presentations associated with agenda and action items.
• Assist in the development, maintenance, implementation, and enforcement of goals, objectives, policies, work standards, procedures, business rules and standard operating procedures related to toll operations.
• Assist in the oversight of toll operations support contractors to assure all contract requirements are met, deliverables are received, payments are made, and contract issues are resolved.
• Lead periodic contractor status meetings and vendor meetings to ensure compliance with standard operating procedures as well as interagency meetings involving key toll operations and technology development activities.
• Assist in the oversight, direction, and work product review of various contractors and toll consultants.
• Assist in ensuring compliance with state and federal statute and regulations associated with toll operations.
• Assist in the planning, preparation, and evaluation of compliance with the departmental budget.
• Coordinate with department staff and cross departmental teams in developing strategic and tactical plans for incorporating and maintaining technical solutions in alignment with TCA's goals and business processes.
• Support outreach and partnering activities in new and sensitive product areas and emerging technologies, products and services such as the promotion of automatic vehicle identification usage, automatic vehicle occupancy detection systems, increasing ridership campaigns, and fiber optic communications systems, while working with staff, and other departments.
• Support the planning, implementation, and evaluation of marketing strategies for TCA's toll operations back-office services.
• Serve as project manager for departmental projects or programs including providing oversight, analysis and input through all phases of project planning, design and delivery, ensuring project team accountability for scope, schedule and budget.
• Lead and/or support the integration of TCA processing partners into TCA's toll operations back-office, including coordination with appropriate TCA departments.
• Assist in the oversight of toll collection and toll system security systems to protect revenue and security of customer information.
• Assist in the oversight of toll system and information technology design and review activities.
• Assist in the management, planning, and direct independent auditing and verification of contractor-supplied work product or information.
• Prepare and/or review procurement documents such as Requests for Information, Requests for Proposals, Requests for Task Order Proposals, scopes of work, and independent cost estimates associated with procurement of toll operations goods and services.
• Prepare and/or review drafts of proposed contracts and agreements, negotiate terms and conditions, and consult with legal counsel on the preparation of contracts and agreements.
• Supervise select Toll Operations personnel, coordinate with CTOO to assign programs and projects, coach, evaluate, and develop staff.
• Participate in the selection, onboarding, and training of Toll Operations personnel.
• Represent TCA and its interests through active participation in statewide, regional and national efforts to leverage emerging technologies and promote interoperability.
• Lead or assist in the implementation of one-way and full national interoperability.
• Assist in the development and review of toll related legislation.
• Represent TCA and its interests through active participation in local, regional and national industry organizations.
• Performs other duties as assigned and required by the Chief Toll Operations Officer and/or other Executive team members.

MINIMUM QUALIFICATIONS

Experience and Education Required:

• • Experience - 7+ years of professional experience in transportation management or related field is required and three years plus direct leadership experience is required. Preferred experience includes a working knowledge of toll operations or similar operational models, contract negotiations, and program/project management. Also, experience involving systems integration and interoperability across multiple platforms along with customer service center experience is preferred.
  • Education - Bachelor's Degree or higher from an accredited college or university with a major in civil engineering, transportation planning, public administration, business administration, information technology, operations management, or related field. Additional advanced education, and coursework, training, and certification in transportation management or related field is desirable.

Required Knowledge of:

• Laws and regulations related or similar to toll operations, data security, and privacy.
• Toll operations or related fields including procurement, integration, testing, operations of toll facilities and technologies, accounting, auditing, violation enforcement, customer service and collection processes.
• Management theory and leadership principles and practices.
• Strategic planning, organizational mission, development standards, and expectations of Boards and community representatives.
• Administrative principles, practices, and methods including program development, implementation, and evaluation, policy and procedure development, quality control, and work standards.
• Principles of human resources management, including selection, supervision, training, evaluation, coaching, motivation, and staff development.
• Project management practices.
• Principles of contract management, negotiation methods and techniques.
• Broad Knowledge of financial processes, including budgeting and project planning.
• Effective communication strategies.

SKILLS AND ABILITIES

• Manage staff toward meeting Transporation Corridor Agencies's vision, mission, and Strategic Plan goals.
• Develop and provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts.
• Analyze complex financial, technical, and administrative problems, consider alternatives, and provide effective policy and course of action recommendations to CTOO and executive team for consideration.
• Write logical and concise reports including preparation of power point presentations and committee & board reports using MS word and other tools/resources.
• Explain policy, procedures, and recommendations on a wide variety of issues.
• Utilize tact, persuasion, and authority in a discriminating and effective manner.
• Establish and maintain effective working relationships with the Boards, management, staff, contractors, consultants, regulatory bodies, and other public and private representatives.
• Operate personal computer and word processing, database, and spreadsheet applications programs.
• Effective public speaking.
• Highly professional, honest, fair, transparent, trusting, and personable individual with high energy level and integrity that maintains a safe and positive workplace.
• Organization skills with the ability to assist in planning and directing the work of toll operations functions.
• Inspire and motivate others through communication, empowerment, and other motivational strategies.
• Intelligent, persuasive, and creative manager who can solve problems, provide realistic solutions, and respond with agility to changing business priorities.

MENTAL AND PHYSICAL DEMANDS:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Mental Demands:

While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information, and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks; work under intensive deadlines; interact with vendors, contractors, and staff in the course of work; work in a highly stressful, politically-charged environment; and negotiate and advocate positions on behalf of TCA.

Physical Demands:

While performing the duties of this class, an employee is frequently required to sit; talk or hear, in person and by telephone; use hands to finger, handle, feel, or operate standard office equipment; reach with hands and arms. The employee is occasionally required to stand and walk and to lift and carry reports and records weighing up to 20 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus to see close up and at a distance.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee works under typical office conditions and the noise level is usually quiet. The employee may be required to attend evening and weekend meetings, programs, and events and travel as required.