Description
Responsibilities: Reporting to the Program Manager, Revenue Collection – Toll Systems, the selected candidate will be responsible for supervising the deployment of multi-agency customer service contracts for System, License Plate and Owner Identification Services (LPOIS), Customer Service Operations, and Tag Management and Distribution. The successful candidate will be responsible for identifying issues that could cause delays in deployment and providing project status reports for department executive management. The Successful candidate will oversee several contractors work on behalf of the Agency, including coordination with regional agencies to ensure the best interests of the Port Authority are met while executing customer-facing toll collection functions. The successful candidate will also be responsible for managing direct report employees, consultants, and contractors. Responsibilities also include managing the Operations and Tag Distribution contracts during the Operations and Maintenance Phase and providing project status reports and key metric reporting and analysis based on contractual service level agreements during this phase. Design/Implementation Phase Oversee design, development, and implementation of new Customer Service Center (CSC) Contracts for the following categories: (1) NYCSC System and Interfaces, (2) License Plate and Owner Identification Services, (3) Customer Contact Center, and (4) Tag Management and Distribution. Manage and coordinate with the Project Management Office Consultant to ensure requirements and schedules are met and the interests of PANYNJ are represented. Oversight of NYCSC contractors’ design and development activities. Attendance at workshops and other meetings hosted by contractors. Oversee the review of business rules, requirements, and documents prepared by contractors and confirm they align with the executed contract documents. Provide status reports on contractors’ adherence to project schedule. Participate in site visits as needed during implementation. Oversee the review and reporting on results of system, interface and other testing conducted by contractors. Manage assessment on contractors’ readiness for go-live. Participate in cutover activities from existing contract to new contracts. Supervise the maintaining and tracking of post go-live checklist items. Manage assessment of contractors’ readiness for system acceptance. Monitor and track Authority-submitted change orders. Periodically report on status of change orders to management. Perform other related duties as directed by management. Operation and Maintenance Phase Manage E-ZPass and Tolls by Mail operations of the new back-office operations contracts comprised of (1) Customer Contact Center, and (2) Tag Distribution. Ensure contract compliance, priority setting among Agency partners, change order management and accuracy of invoices and payments. Oversee contractor work on behalf of the Agency, including coordination with regional agencies to ensure the best interests of the Port Authority are met while executing back-office operations. Lead the implementation of new change orders, initiatives, business rules, and standards and procedures among NY E-ZPass partner agencies, contractors and/or vendors. Facilitate forecasting and managing annual budget development for this group. Analyze and monitor monthly key performance indicators and develop reports to highlight historical trends, performance degradation against contractual service level agreements and ensure remediation or corrective action is pursued. Attend bi-weekly project status meetings and work in conjunction with the CSC System Manager to support customer interface issues, action items and improvements to customer interface processes. Assist with policy and procedural changes, invoice review/processing and collections oversight; support revenue recovery efforts as needed. Perform other related duties as directed by management. Qualifications: Candidates must present the following qualifications to be considered eligible for this position: Must possess a Bachelor’s Degree from an accredited college or university in a business related field. Proven ability to collaborate with external stakeholders such as Legal Team, Procurement Team, and partner agencies such as the MTA and NYSTA. Excellent written and oral communication skills. Must be able to write effectively, including executive level reporting, written communications with internal/external stakeholders, chairing meetings, etc. Self-motivated with ability to work independently and as a team member; ability to prioritize work volume with little supervision; drive and ability to see problems through to completion; ability to handle multiple tasks, projects, and priorities; ability to meet deadlines under time constraints and handle pressure situations with composure. Strong understanding of Microsoft Office Excel, Word, and PowerPoint; skilled with reviewing, commenting, and editing documents via Office 365 and SharePoint. Strong understanding of online collaboration tools such as Microsoft Teams. Desired: Thorough understanding of the contracts’ scope of services, requirements, and Authorities’ business rules. Experience overseeing the implementation of large operational contracts; including but not limited to managing tasks, schedule, stakeholder communications, and scope. Experience reviewing financial documentation, reports, budget forecasts, and invoice processing. Knowledge of toll collection field operations, maintenance and/or E-ZPass back-office operations. Strong interpersonal and relational skills with the ability to establish and maintain effective professional relationships with multi-agency personnel, consultants, senior executives, etc. Ability to gather performance data, document performance deficiencies, and provide recommendations and/or corrective action if required. Demonstrated proficiency in utilizing standard PC software, including Word, Excel, PowerPoint. Working knowledge of databases such as Oracle and SQL scripting.
How to Apply:
Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a combined cover letter and resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.
Only applicants under consideration will be contacted.
About PATH:
The Port Authority Trans Hudson Corporation (PATH), an FRA-regulated commuter railroad, is the primary transit link between Manhattan and New Jersey communities and suburban commuter railroads. Carrying over 75 million passengers per year, PATH trains run 24 hours a day, seven days a week, one of the few 24-hour systems in the world. Since the early 20th Century, PATH and its predecessor, the Hudson & Manhattan Railroad, have carried passengers between New Jersey and points in Midtown and Lower Manhattan, serving as a key link in the region's transportation network and as a catalyst for continued residential, commercial and employment growth.
PATH operates 24 hours per day/7 days per week/365 days per year. Employees are required to work weekends, holidays, atypical hours (evening and midnight shifts) and during inclement weather conditions. Incumbents may be subjected to mandatory overtime at the beginning or end of their scheduled tour, or on their days off. A union seniority system dictates work schedules for jobs represented by one of PATH’s unions, and time off may not be immediately available during the usual summer and holiday periods. Working conditions will be challenging, including but not limited to inclement weather, direct contact with the public, in tunnel and outside areas during active train service, and an industrial environment. Commitment to attendance is expected and required.
Equal Opportunity Employer
The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.