DEADLINE TO APPLY IS SUNDAY, JANUARY 26, 2025 AT 11:59 PM

IF YOU ARE INTERESTED, PLEASE APPLY IMMEDIATELY

First round interviews tentatively scheduled for Wednesday, February 5, 2025

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!

ABOUT MTC

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 www.mtc.ca.gov.

ABOUT THE SECTION
MTC's Tolling Service and Revenue Section delivers two major functions necessary for MTC’s operation of the region-wide FasTrak system: (1) direction of the planning, implementation, and daily operations of the system, including management and oversight of the Fastrak Customer Service Center operations, and (2) financial oversight for the processing, reconciliation, settlement, and reporting of tolls collected for Bay Area Toll Authority (BATA) and Bay Area Infrastructure Financing Authority (BAIFA) toll facilities, and toll facilities owned by other regional operators including the Golden Gate Bridge and express lanes in Alameda, Santa Clara, and San Mateo counties.

ABOUT THE ROLE
Under the general direction of the Section Director, the Assistant Director, FasTrak Customer Service Center will be responsible for managing the FasTrak Customer Service Center (CSC) back office system and operations, with a strong focus on oversight of day-to-day operations and maintenance, performance monitoring, and customer education. The role also includes strategic planning and policy, as well as oversight of budgeting. The Assistant Director will work closely with the Assistant Director, Toll Revenue, to support financial oversight of the CSC operations. The Assistant Director will be responsible for coordinating with partner agencies to support day-to-day operations as well as coordinate policies that provide seamless travel for customers. Critical partners include the Golden Gate Bridge, Bay Area express lane agencies, and other toll facilities in California and nationally.

The Assistant Director will manage a team of direct reports, consultants and staff. In addition, the Assistant Director will work closely with staff from other sections within MTC, including Capital Delivery, Asset Management, and Roadside Tolling, Legislation and Public Affairs, and Legal.

As a member of the MTC management/leadership team, the Assistant Director is expected to initiate, implement and carry to completion projects, services, programs, and operations. As such, the Assistant Director is expected to provide leadership by supporting, mentoring and motivating staff; maintaining client/partner relations; and fostering cross-section collaboration and cooperation. An Assistant Director is expected to successfully execute responsibilities and duties by managing reporting staff and managing available resources regardless of their specific program and function assignments. New and different program, project, or function assignments may be assigned to Assistant Directors in an effort to keep up with changing program requirements. As such, the Assistant Director may perform other job-related duties as needed or assigned by the section.

Under the supervision and direction of the Section Director, specific assignments and responsibilities include, but are not limited to, the following:

Strategic Management

Develop goals, milestones and recommendations for strategic planning, policy development, program delivery, and daily operations and maintenance of the FasTrak Customer Service Center. Manage timely decision-making.
Coordinate with the Chief Financial Officer, Section Director, and MTC staff throughout the agency to define the role of the FasTrak Customer Service Center in supporting the region's mobility and access needs.
Ensure the Section Director, Principals, and key program staff are updated and informed of all activities related to the FasTrak Customer Service Center.
Identify and manage risk in program delivery, operations and long-term sustainability.

Program Management

Manage MTC staff and the FasTrak Customer Service Center contractor, consultants, and their specific responsibilities. Oversee analysis and make recommendations for policies and procedures to promote cost-effective, long-term operations of the FasTrak Customer Service Center, ensure quality customer service, and facilitate delivery of improvements. Oversee the development, adoption and implementation of new and augmented policies and operational pilot projects.
Ensure the delivery of the program and high quality service for the driving public and partner toll agencies through work plan development and implementation. Ensure timely decision-making and high-quality work products.
Provide direction on staffing and budgeting.
Provide direction on procurements and contract management, including complex technology and service procurements and contracts, including the procurement for the next customer service center which is currently underway.
Develop and maintain good relationships with partners to support coordinated planning, policy, implementation and operation of tolling in the Bay Area. This includes supporting development of regional approaches to tolling policies and equity considerations. Work with MTC staff across multiple sections to support this work.
Develop and deliver presentations and briefings to the Executive Office, the Commission, partner agencies and the public.
Analyze strategies for staffing in-house and via contract, and make recommendations on specific strategies.
Serve as a point of escalation for problem-solving and conflict resolution on program matters.

Staff Oversight

Monitor overall work assignments and work flow.
Ensure that staff assignments are resourced correctly to deliver projects and ensure operational success.
Identify shortfalls/gaps in resources and recommend solutions.
Provide direction and guidance to Principals and their teams.

KNOWLEDGE, SKILLS, AND ABILITIES

The ideal candidate will possess the following knowledge, skills, and abilities:

Knowledge of:

Understanding of customer service best practices and ability to design program delivery with the customer’s needs in mind – especially one operated in conjunction with a private sector partner;
Understanding and experience in toll collection; and
Methods and techniques for report preparation and writing.

Skills and Abilities:

Be a transformational leader with strong analytical, problem-solving, organizational and interpersonal skills.
Ability to guide complicated procurements and vendor selection processes, and manage vendor and consultant relationships.
Demonstrated ability to build consensus among diverse stakeholders and lead staff to facilitate inter-agency and intra-agency coordination. This includes working directly with executives, senior managers, planners and program coordinators within MTC and at other agencies.
Ability to manage employee performance and mentor staff.
Ability to communicate clearly and concisely, both orally and in writing, distilling complex concepts into compelling, relevant and understandable presentations.
Ability to make decisions that produce high-quality results by calculating risks and applying managerial and technical skills and knowledge.
Ability to meet organizational goals and performance expectations; set objectives and goals; prioritize competing objectives; scope out length and difficulty of projects; break down work into the process steps; develop schedules and task/people assignments; anticipate and adjust for problems and roadblocks; measure performance against goals and evaluate results.
Ability to identify and plan for day-to-day operational needs.
Ability to manage complex budgeting and expense monitoring.
Ability to interpret and apply applicable Federal, State, and local policies, laws, and regulations.

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.

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.

EMPLOYMENT REQUIREMENTS
Successful completion of a background check, professional references and the Employment Eligibility Verification Form I-9.

DISABILITY
The Human Resources Department will make reasonable efforts in the recruitment or skills assessment process to accommodate applicants with disabilities. If selected for an interview or testing, and you require accommodation, please notify the Human Resources Department when confirming your interview or test.

APPLICATIONASSISTANCE
If you need technical assistance with your on-line application, please contact NEOGOV's Applicant Support Line at (855) 524-5627 available from 8:00 AM to 5:00 PM (PST) Monday through Friday, excluding holidays.
All MTC employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). 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.