Express Lanes Manager

Job Title

Under general direction, plans, organizes, manages, and participates in programs, projects, and operations within the SBCTA Express Lane program functions in the Project Delivery and Express Lanes Department through effective use of department resources, contractors, and consultants; develops, negotiates and administers agreements and contracts to support program and operational goals; analyzes operational and technical information and provides recommendations regarding processes, procedures, systems, and service delivery improvements; supports program administration, customer service, reporting, and operational activities; provides staff support to the department management in areas related to assigned responsibilities; and performs related duties as assigned.

Supervision Received and Exercised Receives general direction from the Deputy Director of Express Lanes and Director of Project Delivery and Express Lanes. Exercises direct supervision over professional, technical, and administrative support staff.

Class Characteristics This is a management classification responsible for overseeing, planning, organizing, reviewing, and evaluating the specialized and complex activities related to all Express Lanes facilities under the organization's purview. Position is responsible for organizing and overseeing day-to-day development and operations of the SBCTA Express Lanes and for providing professional-level support to the Deputy Director and Director in a variety of areas including the development and support of Express Lanes program budget, future project analyses, operational analyses, initiation of traffic and revenue analyses and studies, and support of public outreach and program marketing.

Examples of Typical Job Functions

• Assists in managing the Express Lanes program including Express Lanes revenue collection, facility development and operations, and the execution of Express Lanes programs and projects.
• Plans, oversees, coordinates, and participates in the operations and activities of SBCTA's Express Lanes programs and projects.
• Ensures proper operations and maintenance (O&M) of toll equipment, including evaluation and recommendations for tolling technology deployment and updates.
• Oversees and verifies key performance indicators (KPI) and KPI reports to ensure accuracy, contractual compliance, and alignment with operational performance standards.
• Oversees quality assurance and quality control processes for toll system operational updates and Toll System Provider (TSP) deliverables, ensuring testing, system changes, and operational outputs meet contractual and operational requirements.
• Supervises consultant and contracted staff supporting SBCTA's Express Lanes program.
• Participates in the development and implementation of goals, objectives, policies, and priorities to support the efficient and effective operation of SBCTA Express Lanes facilities.
• Recommends operational policy refinements related to toll systems and operations, including modifications to business rules as necessary.
• Participates in the development and administration of the program's annual budget.
• Oversees work performed by outside agencies in the customer service center, including account creation, transponder issuance, account management, and customer interactions.
• Provides oversight of the TSP contract during the Design and Development phase and leads operational readiness reviews.
• Participates in ongoing project development activities for planned facilities.
• Collaborates with I-10 and I-15 Project Managers to ensure operational needs are considered in project planning and that TSP system integration is effectively executed.
• Receives, investigates, and resolves difficult and sensitive customer service issues; identifies findings and implements corrective actions.
• Collaborates with the Finance Department on matters related to toll collections and revenue.
• Provides complex staff assistance to the Deputy Director of Express Lanes and the Director of Project Delivery and Express Lanes; develops and reviews staff reports and related correspondence; presents to commissions, committees, and boards.
• Coordinates with the SBCTA Procurement Department on procurements related to the Express Lanes program, including the development of scopes of work, schedules, and budgets; works with staff and consultants to advertise, negotiate, evaluate, and award contracts.
• Works closely with the Legislative and Public Affairs Department to monitor proposed toll-related legislation and regulations; analyzes potential impacts and implements policy or procedural changes as appropriate.
• Attends and participates in professional group meetings; stays current on trends and innovations in the tolling industry; researches emerging practices and evaluates their applicability to program needs.
• Assists with management of Express Lanes incident management, maintenance, and operations contracts and ensures compliance with performance expectations.
• Participates in data analysis, report preparation, and presentations to Executive Staff, Committees, and the Board on Express Lanes facility operations, traffic patterns, revenue generation, violation processing, electronic toll processing, system integration, and customer service activities.
• Participates in the development of bondholder annual reports, particularly as they relate to infrastructure needs and maintenance requirements.
• Provides input on project and program issues, policy development, and strategic direction.
• Responds to public inquiries and complaints and assists with resolutions and alternative recommendations.
• Participates in the California Toll Operators Committee (CTOC) and other state and regional meetings; serves as liaison with agencies and toll operators.
• Performs other duties as assigned.

Qualifications

Knowledge of:

• Administrative principles, practices, and methods including goal setting, project and program management, policy and procedure development, quality control, and work standards.
• Methods for researching issues, evaluating alternatives, developing recommendations, and preparing and presenting effective reports and correspondence.
• Organizational and operational principles and practices to analyze, evaluate, develop, implement, and administer projects, programs, policies, procedures, and operational needs.
• Performance management practices, including the development, interpretation, and analysis of key performance indicators and other performance metrics.
• Principles and practices related to the assigned area of responsibility, including program administration, operational processes, customer service, regulatory compliance, stakeholder engagement, contract administration, public outreach, and technology systems coordination.
• Applicable industry standards, trends, and best practices, current literature, and sources of information related to the assigned area of responsibility, including program development, project implementation, and operational practices.
• Applicable federal, state, and local laws, regulations, codes, ordinances, and procedures relevant to assigned responsibilities.
• Modern office practices, methods, computer equipment, and applications related to work.
• The structure and content of the English language including usage, grammar, spelling, vocabulary, and punctuation.
• Techniques for effectively representing the agency in interactions with governmental agencies, community groups, and a variety of business, professional, educational, regulatory, and legislative organizations.
• Techniques for providing high-quality customer service when interacting with the public, vendors, contractors, and agency staff.
• Recordkeeping principles and procedures.

Ability to:

• Recommend and implement goals, objectives, policies, procedures, and practices to support effective and efficient operations within the assigned area of responsibility.
• Support management in monitoring projects, programs, contracts, consultants, and service providers to ensure timely and effective delivery of services and work products.
• Interpret, apply, and ensure compliance with federal, state, and local laws, regulations, policies and procedures.
• Research, analyze, evaluate, and develop operational improvements, service delivery methods, procedures, policies, and techniques.
• Conduct research, evaluate alternatives, develop sound recommendations, and prepare clear, concise, and effective reports, correspondence, policies, procedures, and other written materials.
• Analyze, interpret, summarize, and present technical and administrative information and data effectively to management, committees, and other stakeholders.
• Represent the agency effectively in meetings and interactions with governmental agencies, community groups, contractors, consultants, businesses, professional organizations, regulatory bodies, and the public.
• Organize and prioritize multiple projects and tasks effectively; set priorities and meet critical deadlines under minimal supervision.
• Operate modern office equipment, computers, and software applications related to the work.
• Communicate clearly and effectively in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within established policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
• Travel occasionally, including overnight travel, as required for meetings, training, and work assignments.

Education and Experience: Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be: Equivalent

San Bernardino County Transportation Authority