Director, Tolling Operations

Job Description

Job Description

The Director, Tolling Operations is responsible for strategic leadership, operational performance, financial oversight, and continuous improvement of tolling operations activities supporting commercial, agency, and customer tolling programs. This role oversees the end-to-end lifecycle of toll transaction processing, toll authority account management, violations administration, dispute resolution, account funding, customer billing support, reconciliation activities, and operational service delivery.

The Director, Tolling Operations provides leadership to operational teams while ensuring compliance with contractual obligations, toll authority requirements, service level agreements (SLAs), and internal financial controls. This position serves as the primary liaison among operations, finance, technology, customer service, field services, and external tolling agencies to ensure accurate transaction processing, revenue protection, customer satisfaction, and operational excellence.

The successful candidate will possess extensive leadership experience in tolling, transportation operations, financial transaction processing, or other high-volume transaction environments and demonstrate the ability to lead cross-functional teams, manage complex operational programs, and drive continuous improvement initiatives.

This position typically works under general supervision and direction. The incumbent regularly exercises independent judgment, discretionary decision-making authority, and strategic operational leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned.

Strategic Leadership & Operations Management

• Develop and execute operational strategies supporting company growth, customer satisfaction, and contractual performance objectives.
• Lead all tolling operations functions, including transaction processing, customer account support, violations management, toll authority account administration, dispute resolution, reconciliation activities, and operational reporting.
• Establish operational goals, performance metrics, service standards, and key performance indicators (KPIs).
• Monitor operational effectiveness and implement corrective actions where performance deficiencies exist.
• Identify opportunities for process improvements, automation, efficiency gains, and cost reduction initiatives.
• Develop operational policies, procedures, and best practices supporting scalable growth and operational consistency.
• Support launch readiness activities, customer implementations, and post-deployment operational stabilization.

Toll Authority & Agency Management

• Establish and maintain executive-level relationships with toll authorities, transportation agencies, and third-party operating partners.
• Oversee resolution of complex toll authority disputes, billing discrepancies, violations, and account funding issues.
• Ensure compliance with toll authority business rules, payment requirements, reconciliation standards, and operating procedures.
• Manage escalation activities involving account suspensions, processing delays, reconciliation discrepancies, or compliance concerns.
• Collaborate with agency partners to improve transaction quality, account performance, and customer outcomes.

Financial Oversight & Revenue Protection

• Oversee toll transaction reconciliation, violation recovery, account funding activities, invoice accuracy, and financial controls.
• Partner with Finance to ensure proper accounting and reporting of toll revenues, authority fees, adjustments, credits, and chargebacks.
• Review operational and financial performance metrics to identify revenue leakage, missed tolls, billing discrepancies, and reconciliation exceptions.
• Develop and monitor operational budgets, forecasts, staffing plans, and departmental expenditures.
• Ensure internal controls are maintained to protect company assets and customer funds.

Service Delivery & Customer Experience

• Ensure operational teams consistently meet contractual service levels and customer commitments.
• Monitor operational workloads, staffing levels, productivity metrics, and customer service performance.
• Collaborate with Customer Experience teams to improve issue resolution, escalation management, and customer communications.
• Drive initiatives focused on improving customer satisfaction and reducing complaint volumes.
• Ensure timely and accurate processing of customer inquiries, disputes, refunds, and account adjustments.

Technology & Continuous Improvement

• Partner with Product, Engineering, Data Analytics, and Technology teams to improve operational systems and workflows.
• Champion automation initiatives that reduce manual processing and improve transaction quality.
• Utilize performance data and analytics to drive operational decision-making.
• Participate in system testing, new feature validation, operational readiness reviews, and implementation planning.
• Lead root cause analysis activities for operational failures or performance issues.

Risk Management & Compliance

• Ensure compliance with contractual obligations, company policies, regulatory requirements, and industry standards.
• Monitor operational risks and implement mitigation strategies.
• Develop contingency plans supporting business continuity and service reliability.
• Maintain audit-ready operational documentation and reporting.
• Support internal and external audits and regulatory reviews as required.

Leadership & Talent Development

• Build, develop, and lead a high-performing tolling operations organization.
• Establish department goals, performance expectations, and professional development plans.
• Recruit, coach, mentor, and retain operational leaders and team members.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Conduct performance evaluations and succession planning activities.

SUPERVISORY RESPONSIBILITIES:

• Recruit, interview, hire, and train staff.
• Oversee the daily workflow of the department.
• Provide constructive and timely performance evaluations.
• Handle discipline and termination of employees in accordance with company policy.

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED:

• Bachelor's degree in Business Administration, Transportation, Finance, Operations Management, Engineering, Information Systems, or a related field.
• 10+ years of progressive operational leadership experience.
• 5+ years of leadership experience managing tolling operations, transportation operations, transaction processing, financial operations, or related functions.
• Experience leading large-scale operational teams in high-volume transaction environments.
• Experience managing customer-facing operational programs with established service level requirements.
• Proven experience developing organizational processes, performance metrics, and operational controls.
• Demonstrated success leading cross-functional initiatives and organizational change.
• Strong knowledge of tolling operations, violations management, transaction processing, reconciliation practices, and customer account administration.
• Strong financial and operational analysis capabilities.
• Exceptional leadership and team development skills.
• Excellent verbal, written, and executive-level communication skills.
• Ability to manage multiple priorities in a dynamic environment.
• Advanced proficiency with data analysis, reporting tools, and Microsoft Office applications.
• Strong problem-solving and decision-making capabilities.
• Experience working in highly regulated or contract-driven environments preferred.

PREFERRED:

• Electronic Toll Collection (ETC) industry experience.
• Intelligent Transportation Systems (ITS) experience.
• Commercial fleet tolling experience.
• Experience supporting multi-state or nationwide tolling operations.
• Experience implementing operational automation and workflow technologies.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work at a computer for extended periods.
• Ability to participate in virtual and in-person meetings.
• Occasional travel to customer sites, toll authorities, operational facilities, and company offices.

WORK ENVIRONMENT: Work is primarily performed in a remote or office environment. Moderate noise levels may be encountered in office settings. Occasional travel may be required to customer facilities, tolling operations centers, or industry conferences.

This role may require availability outside normal business hours to support critical operational incidents, customer escalations, or implementation activities.