Under the supervision of the State Road and Tollway Authority’s (SRTA) Director of Tolling Operations, the Toll Operations Center (TOC) Manager is responsible for planning, structuring, and implementing the Operations of the Toll Operations Center (TOC). The TOC Manager will provide the daily oversight and operations of all Managed Lane Toll Facilities and Systems. The TOC Manager will assist in the design, implementation, and functionality of existing and future TOC Tolling systems, produce and update TOC Operational policies and procedures, participate in recruiting the TOC Team, and run all TOC Operations activities. TOC Manager shall ensure the efficiency, effectiveness, and accuracy of all assigned functions through the use of current technologies, management controls, reporting mechanisms, communication channels, organizational structures, and sound business practices. Develops and maintains guidelines for Managed Lane Toll Systems and Toll Operations protocols in compliance with federal and state laws and regulations. Supervises a staff of state employees, contractors, and supporting consultants. This position requires management and oversight of a 24/7 traffic management center environment.

Job Responsibilities & Performance Standards:

• Ensures the day-to-day operations of the TOC team in current SRTA Operational policies and procedures.
• Develops, prepares, and maintains functional work schedules for all direct reports. Ensures that the TOC is properly staffed and makes appropriate adjustments to meet peak/slack demands, emergencies, and weather events.
• Develops, maintains, and updates SRTA business policies and procedures for Tolling Operations in all Managed Lanes.
• Cultivates and fosters a team environment where all members are accountable to force continued success to formations of the Managed Lanes.
• Ensures requirements for TOC operation are aligned with SRTA Policy and Standard Operating Procedures (SOPs) and are communicated and documented with all third-party suppliers in contractual agreements and project documentation.
• Provides oversight and ownership of changes/improvements/upgrades carried out by suppliers/vendors to operational systems, including testing of such upgrades.

• Communicates and coordinates with the SRTA’s OCE team, CSC team, TOC team, and SRTA's external partners and parties, including the Georgia Department of Transportation (GDOT), Traffic Management Center (TMC), and Department of Public Safety (DPS).
• Oversees the TOC rate management process for all toll facilities.
• Liaises closely with teams responsible for roadside systems, toll collections, and financial accounting, ensuring data feeds and reports for each group are developed and operating correctly.
• Monitors, oversees, and continuously improves the full toll transaction life cycle, from transaction creation roadside to final reconciliation in the CSS System.
• Ensures accuracy of toll transaction files prepared for collections, evaluating, and investigating any adjustments and/or rejections.
• Responds rapidly to ever-changing traffic conditions while maintaining SRSRTA'sore mission to its customers.
• LeLedroubleshooting efforts in the Toll Systems, subsystems, and personnel issues.
• Prepares and presents reports relating to Operations as required by internal departments.
• Interacts with upper levels of management and submits status reports, an annual budget, recommendations, and problem alerts.
• Develops and manages business unit budget.
• Conducts and documents performance evaluations of the TOC operations team yearly or as needed.
• Exercises sound judgment when recommending personnel actions to include promotions, recognitions, or discipline of employees.
• Leverages the strengths of the team. Clarifies and updates roles and responsibilities of supporting team. Develops and implements a successful training program, as needed, to maximize individual and organizational goals.
• Maintains knowledge of current trends and developments in the field by reading appropriate books, journals, and other literature and attending related seminars and conferences. Applies pertinent new knowledge to the performance of other responsibilities.
• Performs other duties as assigned by Management.

Professional Qualities:

• Excellent communication skills.
• Highly organized, and possess excellent written, organizational, and decision-making skills.
• Effectively manage tasks, deadlines, and individuals.
• Experienced in training, coaching, and motivating the operational team.
• Ability to interact with colleagues in a self-managed team structure.
• Display attention to detail.
• Must be able to multitask, problem-solve, and implement innovative processes within a fast-paced environment.
• Proficient in the use of Microsoft Office Suite of applications (i.e., Word, Excel, PowerPoint, etc.).
• Must possess SRTA’s core values of Integrity, Collaboration, Innovation, Customer Focus, and Diversity.

Minimum Qualifications:

Completion of a bachelor’s degree from an accredited college or university in a related field and three (3) years of related experience OR five (5) to seven (7) years of equivalent experience AND at least three (3) years of direct supervisory/managerial experience. Related experience may be substituted for education on a year-for-year basis.

Preferred Qualifications:

Relevant experience in the transportation or tolling industry.