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Assistant Director, Tolling Revenue, Operations & Customer Service - Operations

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Job ID: 61628
Department: Tunnels, Bridges & Terminals
Location: New York, NY


Under the direction of Deputy Director, the selected candidate will be responsible for managing the Tunnels, Bridges, and Terminals (TB&T)’s toll system and associated contracts worth approximately $1.9 billion in revenue per year. The selected candidate would become a key member of TB&T’s E-ZPass team contributing to the areas of roadside & maintenance, Customer Service Center system and operations management, revenue recovery efforts and tolling policy and data analytics. The selected candidate will manage a staff of four professionals, who manage the day-to-day efforts of a total team of 28 staff members in support of each of these areas in each of these areas.  The Assistant Director will also be expected to inspire the team to optimize career growth, employee engagement, and performance.  He/she/they will manage, mentor, develop subordinates and assist the team with achieving performance/business goals.         
Responsibilities will include, but are not limited to, the following:          
  • Responsible for overseeing the Authority’s toll collection and violation enforcement systems to ensure effective and efficient collection of revenues and excellent service to TB&T customers; directing the management of the toll system maintenance contractor and the customer service center (CSC) contractors; overseeing the development of toll operations budgets by staff; analyzing financial data and projection of fiscal year and long-term equipment, personnel and operating costs;
  • Leading a staff engaged in all aspects of tolling, with the goal of development of strategies and the implementation of policies and procedures to improve the effectiveness of toll operations and the growth of toll revenue while minimizing the loss of revenue from toll violations. Works with outside Counsel on litigation against violators and administers programs to improve payment rates among customers.
  • Overseeing the operational and contract management tasks performed by the tolling team for a multi-million dollar and multi-agency back office operations program.
  • Coordinating regularly with other Toll Authorities to ensure the best interests of the Port Authority are met in carrying out the work of the multi-agency back-office operations contract and providing approvals for the back-office contractors to perform actions on behalf of the Agency.
  • Managing the priorities, schedule, requirements definition, technical reviews, user acceptance testing, and implementation of new system functionality as delivered by any tolling contractors.
  • Overseeing 3rd Party contractors hired to provide support on Revenue Recovery, Revenue Collection & Roadside/Maintenance Programs
  • Overseeing Port Authority input into the development of new RFPs and Contracts required for the continued tolling operations, including participating in the procurement panel, and managing the Authority Board process for the unit.
  • Developing, maintaining, analyzing, and interpreting operational and statistical reports to identify and evaluate trends, opportunities for improvement and overall program health. Monitors the E-ZPass vendor website and mobile application system to provide seamless navigation to meet customer’s needs.
  • Developing programs and processes to address changes in the tolling industry, legislation, and reciprocal partnerships. Responsible for strategic planning related to future procurements and capital projects for the toll system. Coordinates integration activities for data exchanges with enterprise partners and represents the Port Authority on various industry related committees.
  • Responding to requests from senior Port Authority staff and the Director, TB&T. Provide briefings and information to senior management, elected officials, internal and external stakeholders related to all aspects of the tolling system and process.
  • Oversight and responsibility for delivering performance of subordinate units to the annual budgets developed by each direct report.
  • Directing responses to Freedom of Information and legal subpoena requests for information related to violations and back office operations and related contracts.
Candidates must present the following qualifications to be considered eligible for this position:         
  • Must possess a bachelor's degree in Business Administration, Finance, Public Administration, Technology Systems, or related field from an accredited college or university. 
  • Demonstrated experience in tolling, project management and oversight or management of teams responsible for implementing tolling policy and practices.
  • Demonstrated experience in managing contracts, preferably greater than one million dollars in value and containing performance level requirements.
  • Experience in managing the operations of a toll collection system, revenue collection processing or a customer service center.
  • Demonstrated ability to work under pressure and meet multiple deadlines while achieving the required results.
  • Possess a valid Driver’s License.
  • Possess the ability to work both independently and as part of a team, as required.
  • Possess excellent analytical and problem-solving skills.
  • Demonstrated ability to make quality recommendations and persuade others.
  • Demonstrate a proficiency in MS Excel, Word, Access and PowerPoint.
  • Possess excellent written and oral communications skills.
  • Possess excellent interpersonal skills.
Compensation & Benefits        
The Port Authority of New York and New Jersey offers a competitive salary, an outstanding benefits package and a professional environment that supports development and recognizes achievement.        

How to Apply:

Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority:

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than twenty three billion in annual wages and eighty billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

Equal Opportunity Employer

The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.

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