Technical Program Manager - Fastrak Customer Service Center

Salary :

$142,917.42 - $181,253.70 Annually

Location :

San Francisco, CA

Job Type:

Regular

Job Number:

24-026

Section:

Electronic Payments Section

Opening Date:

06/18/2024

Closing Date:

7/21/2024 11:59 PM Pacific

EQUAL OPPORTUNITY EMPLOYER

The Metropolitan Transportation Commission is an equal-opportunity, non-discriminatory employer. MTC provides all employees and applicants with an equal opportunity in every aspect of the employment experience regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, physical handicap, medical condition or marital status.
DESCRIPTION

DEADLINE TO APPLY IS SUNDAY, JULY 21, 2024 AT 11:59 PM

IF YOU ARE INTERESTED, PLEASE APPLY IMMEDIATELY

First round interviews tentatively scheduled for August 1, 2024

A resume and cover letter are not required with your application, but highly encouraged

Be ready to rethink your assumptions about the public sector. Dedicated and motivated colleagues? Beautiful, high amenity building for on-site work and collaboration? Flexible schedules and hybrid work options? Yes, yes, and yes!

The Metropolitan Transportation Commission (MTC) is the transportation planning, financing and coordinating agency for the nine-county San Francisco Bay Area. MTC is the federally designated Metropolitan Planning Organization (MPO) and the state designated Regional Transportation Planning Agency (RTPA) for the nine-county San Francisco Bay Area. MTC provides services to the Association of Bay Area Governments (ABAG). For more information about MTC, visit .

MTC, through the Bay Area Toll Authority (BATA), collects toll funds and uses that money to fund major projects that support bridges, roads and the Bay Area transportation network. As part of toll collection, BATA manages the regional FasTrak Customer Service Center (CSC) which provides the account management system, transaction processing, call center operations, web services, payment processing, customer communications, violation image review, and violation noticing for electronic toll collection at bridges and express lanes in the Bay Area. BATA uses third-party vendors to operate the CSC and provide the underlying systems including the phone system, IVR, website, and back office system (BOS).

Under the general direction of the Assistant Director, the new Technical Program Manager will be responsible for overseeing the CSC Contractor to ensure the systems perform per contractual requirements and deliver new/enhanced system features and system improvements to support tolling expansion for the region. The new Technical Program Manager will work closely with BATA's existing BOS Program Manager, who will be transitioning in the future to oversee delivery of BATA's next generation CSC BOS. The new Technical Program Manager's priority will be the existing CSC systems but is expected to support delivery of the next generation CSC BOS, as needed; and then oversee the next generation CSC BOS once deployed.

This position will work in close coordination with BATA's existing CSC Operations Program Manager to ensure CSC Contractor meets performance requirements and provides reliable service to the CSC customers.

The position will manage one or more reporting staff and multiple consultants and coordinate with toll operators, including staff responsible for BATA's seven bridges (Benicia, Carquinez, Richmond- San Rafael, Dumbarton, San Mateo, Antioch, and Bay Bridge), Golden Gate Bridge, MTC Express Lanes, other regional Express Lanes operators, and other tolling agencies in California and nationally. This position will also support setting tolling business rules and policies for BATA bridges.

MTC is seeking an enthusiastic team player who is energized to deliver best-in-class service and has excellent interpersonal and communication skills. The person in this position will be an expert stakeholder manager who can balance the competing priorities and schedules of MTC and the many toll operators in the Bay Area; foster goodwill among stakeholders within MTC and across the region; and is a leader and experienced program manager and client manager with a strong customer focus who can help set the vision, implementation plans, and budget to operate the program.

Hybrid Work - Some assignments/tasks are only able to be done in the office or at a designated MTC work assignment location.

Some work can be done remotely. On site presence is expected two days per week, at minimum, and as needed for (1) presenting at MTC Commission/Committee meetings; (2) occasional in-person meetings with FasTrak CSC Contractor at 375 Beale St. or other Contractor locations; occasional travel required for presenting at conferences and in- person meetings of California Toll Operators Committee.

All MTC employees are designated Disaster Service Workers through state and local law (California Government Code Section ******** ). Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

SKILLS AND ABILITIES

The ideal candidate will have the following knowledge, skills, and abilities:
Project and program management, preferably in a technical/software/systems environment Delivery and operations of back-office systems Contract procurements and management, especially large technology and/or operations procurements Risk management principles Best practices in developing staff members and managing stakeholders Ability to 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. Lead and effectively manage direct reports and cross-matrixed staff, consultants, and contractors. Mentor staff to grow and excel. 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.

Tolling and/or transportation program experience preferred but not required.
MINIMUM QUALIFICATIONS

An appropriate combination of education and experience that has provided the required knowledge, skills and abilities is qualifying. A typical way of obtaining the required qualifications is:

Education:

A Master's degree in an appropriate field related to the area of assignment, such as transportation planning, project management, public finance, transportation engineering, economics, business or public administration; Applicants with a degree issued from an institution outside the United States must have their transcripts evaluated by an academic accrediting service and provide proof of equivalency along with their application.

Experience:

Three years of increasingly responsible experience in an appropriate field related to the area of assignment.

A Bachelor's degree in an appropriate discipline and four years of relevant experience is an alternative qualification.

Preferred Experience

Five + years of increasingly responsible experience in an appropriate field related to the areas of assignment preferred.

License/Certificate:
Possession of a valid California Class C driver's license and a safe driving record, or the ability to provide alternate transportation which is approved by the appointing authority.
ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Service Center BOS Operations :

Oversee CSC Contractor's BOS operations. Track system issues and facilitate resolution. Monitor and report out on CSC Contractor system performance. Coordinate and oversee BOS change management, including enhancements to functionality, changes to business rules and toll schedules, and expansion of toll facilities by tolling operators. Coordinate with partner agencies and MTC staff to balance priorities and develop requirements, prepare change orders and agreements, manage budgets, coordinate schedules, and manage project risks. Support management of the CSC contractor's contract, including preparing contract change orders. Maintain formal agreements and proactively communicate with entities to whom the CSC provides service and other stakeholders, such as fleet managers and rental car companies. Provide multi-year workplans to inform agency staffing, budget, and discussions about strategic priorities.

Tolling Policy :

In coordination with the Assistant Director and existing BOS Program Manager and Operations Program manager, coordinate BATA tolling policies. Identify, recommend, and implement changes/enhancements to support BATA's ability to collect tolls and support its diverse customer base. Research initiatives and potential programs identified by the BATA Oversight Committee and Commissioners to support their vision.

Program Management :

Participate in the California Toll Operators Committee (CTOC) on technical and policy matters related to tolling. Support western region and national tolling interoperability by actively participating in technical committees. Manage key intra-agency relationships, including:

MTC Express Lanes (BAIFA) BATA Bridges toll system and operations Finance Senior MTC Management

Next Generation CSC Procurement :
Support design, development, and rollout of new BOS system, as needed.

Staffin

g :

Manage, lead, and mentor assistant/associate staff to support the work listed above. Perform other job-related duties as needed or assigned by the section.

THE FOLLOWING ARE AMONG THE BENEFITS OFFERED TO EMPLOYEES OF MTC:
Public Employees Retirement System (PERS); employee contributes a portion of gross salary on a pre-tax basis.

MTC is subject to California Pension Reform and as of January 1, 2013 will offer two pension plans. The plan employee will receive will be based on the individual's historical pension plan membership. HR will discuss this directly with all final candidates.

Health Benefits Insurance through the Public Employees' Retirement System (premiums are shared between agency and employee).
Agency-paid Dental Insurance (dependent coverage shared by the employee and MTC).
Agency-paid Vision Care Insurance, employees only (dependent coverage is paid in full by employee).
Agency-paid Life, AD&D, Short Term and Long Term Disability Insurance.
Eleven paid holidays per year.
One day per month paid vacation leave; for each year of service, an additional day per year is granted to a maximum of 25 days per year.
One day per month paid sick leave, with no limit to the amount of sick leave that can be accumulated. (May cash out up to 240 hours of accumulated sick leave upon separation from the Agency.)
Personal Business leave; up to three (3) days per year depending upon date of hire.
Monthly Transit/Parking Subsidy.
Alternative employee-paid payroll savings plans (tax-deferred compensation plans).
Two voluntary employee-paid pre-tax dependent care and flexible spending accounts available for employees to participate in.
Voluntary Supplemental life insurance.

01

Please summarize you interest in this position and tell us why you are a qualified candidate.

02

What tools and approaches have you used to engage and grow staff?

03

Describe a technical/systems project or program that you've led.

Required Question
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