Job Description

The Operation Manager - Road Management is responsible for overseeing the daily operations of toll collection activities, ensuring efficient, safe, and customer-focused toll plaza management. This role involves managing toll collectors and supervisors, ensuring compliance with policies, optimizing revenue collection, maintaining equipment functionality, and coordinating with relevant departments and stakeholders.
Key Responsibilities:
Operational Management

• Supervise daily toll plaza operations across all locations under management.
• Ensure toll collection is conducted in accordance with operational standards, regulations, and company policies.
• Monitor traffic flow and implement measures to reduce congestion and delays.

Staff Management

• Hire, train, schedule, and supervise toll booth staff and plaza supervisors.
• Conduct performance evaluations and provide coaching and disciplinary actions as necessary.
• Ensure staff adherence to safety and customer service standards.

Revenue Assurance

• Monitor and reconcile toll revenues; investigate and resolve discrepancies.
• Ensure proper functioning of toll collection systems (manual, electronic, and automated).
• Coordinate with finance and audit departments to ensure accuracy of toll transactions and reports.

Maintenance & Equipment

• Oversee maintenance schedules for toll booths, signage, and toll collection systems (ETC/E-ZPass/RFID etc.).
• Coordinate with IT or vendors to resolve system or equipment failures promptly.

Reporting & Analysis

• Prepare operational reports, including traffic counts, revenue collections, incidents, and staffing.
• Analyze data to identify trends, inefficiencies, or areas for improvement.

Compliance & Safety

• Ensure compliance with local/state regulations, occupational health and safety standards, and contractual requirements.
• Implement and enforce safety procedures and emergency response plans.

Customer Service

• Address and resolve customer complaints or escalations related to tolling operations.
• Improve the customer experience by ensuring smooth, accurate, and efficient toll transactions.

Qualifications:

• Bachelor's degree in Information Technology, Business Administration, Transportation, Operations Management, or a related field (preferred).
• 5+ years of experience in toll operations, transportation, logistics, or a related industry.
• 2+ years of leadership or supervisory experience.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strong analytical and problem-solving skills.
• Knowledge of toll collection systems (manual and electronic).
• Familiarity with traffic management and transportation infrastructure.
• Proficient in MS Office and toll management software.
• Ability to work flexible hours, including weekends or holidays, if needed

Be part of an exciting history-in-the-making, help shape the future with us. This is a golden opportunity for you to establish a strong foundation for a great career within the company. Apply now!
Job Segment: Manager, Customer Service, Management

Skills Required