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NEOGOV · 2 days ago

ETC Program Manager

Middletown, PA

Full-time

Hybrid

Mid, Senior Level

$87K/yr - $122K/yr

5+ years exp

The Pennsylvania Turnpike Commission, known as 'America's First Superhighway', is seeking an ETC Program Manager to supervise and coordinate the Electronic Toll Collection program. The role involves managing staff, implementing program goals, and ensuring compliance with policies while enhancing operational efficiency.

GovTechHuman ResourcesInformation TechnologySoftware

No H1B

Responsibilities

Supervises and provides guidance to staff including performance management, delegation of work assignments, and review of work product

Supervises the administration of designated ETC programs and special projects. Ensures business logic and workflow processes are handled with a lean approach. Identifies potential issues and upcoming needs for change. Ensures appropriate support is provided for assigned ETC program area

Develops and implements ETC program goals, objectives, business plans, and priorities, including measures to monitor operations by using informed assumptions and data-driven analysis

Implements recommendations for program improvements, enhancements, or to address changing business needs. Leads the implementation and testing of system changes

Responsible for performing detailed analysis, creation of reports and overall review as it relates to ETC programs to identify and resolve potentially harmful issues and monitor productivity. Develops reports and recommendations for upper management

Reviews and develops policies, manuals, presentations, training materials, and other applicable documents related to ETC programs. Develops business requirements and business processes. Familiarizes employees with policies, procedures and regulations and ensures compliance

Supervises toll enforcement collection efforts, payment plan obligations and vehicle registration suspension/restoration processes for the toll enforcement program

Participates in budget preparations and monitors applicable budgets throughout the fiscal year. Develops operational and financial recommendations to improve efforts. Ensures the proper payment of invoices by the PTC

Ensures the prompt and accurate response to inquiries, complaints, requests, and concerns from customers, legislators, upper management, consultants, and other PTC employees. Addresses escalated or high-level responses. Reviews correspondence internally and with other departments to recognize deficiencies and areas for improvement

Reviews and approves inventory levels, projections, disposal requests, and replacement requests to ensure adequate transponder inventory levels. Approves shopping carts in the Supplier Relationship Management (SRM) system

Reviews PTC intranet and external website content for accuracy and detail

Establishes and ensures compliance with contractual and other agreements related to applicable ETC Program areas. Handles escalated vendor and/or contract issues

Liaisons with internal and external legal groups and courts as needed. Reviews and coordinates the response to subpoenas, search warrants, and court orders. Ensures responses are professional, accurate, and provide relevant facts and information

Manages the PTC’s Special Hauling Permit program. Provides reports to validate payments and utilization of permits

Manages the design, maintenance, reporting, and training for assigned tracking and ticketing systems

Leads and/or represents the department in committees, meetings, trainings, project teams, and other events. Liaisons with consultants, employees, contractors, and vendors

Uses situational awareness to anticipate and prevent accidents

Performs related duties as assigned

Qualification

Business AdministrationCustomer ServiceMicrosoft ExcelMicrosoft WordMicrosoft PowerPointPerformance ManagementProblem SolvingTeamwork OrientationCommunication ProficiencyAttention to Detail

Required

Nine (9) years of experience in business, communications, or customer service

Five (5) years of experience in business, communications, or customer service AND a bachelor's degree business administration, communications, or related field

Equivalent combination of education and/or experience may be accepted

Proficiency in Microsoft Excel, Word, PowerPoint is required

Possession of a valid driver's license. Must obtain and maintain a valid Pennsylvania driver's license within six (6) months of employment