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Deputy Program Manager - Tolling Customer Service Center

  • Job reference: NA-003337
  • Sector: Management Consultancy, Planning, Roads & Bridges, Transportation
  • Location: Orlando
Atkins is one of the world’s most respected design, engineering and project management consultancies. Atkins has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the United States for more than 50 years.

Atkins has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.

Atkins seeks an energetic and highly motivated self-starter to join Atkins in Orlando, FL as a Sr. Project Manager in the role of Deputy Program Manager - Centralized Customer Service System (CCSS) supporting the Florida’s Turnpike Enterprise (FTE) General Engineering Consultant (GEC) Program, working as an “extension of staff” in the client’s office in Ocoee, FL (metro Orlando area). This position will provide career growth opportunities through management of FTE toll revenue collection and customer service business operations and systems projects.

The ideal candidate will have a background as a customer service center manager; with experience in tolls technology, tolls integration, systems development and documentation, management /oversight of a tolling customer service center, and understanding operational policies and procedures; and demonstrated experience and understanding of customer service center key performance indicators and metrics and the ability to identify and resolve performance issues.

A broad base of skills, capability and experience is desired in business operations start-up and management, program management, administration and communicating. Willingness to be a team player is a must.

Relocation assistance is available.

MAJOR FUNCTION ROLE

Serves as a GEC Deputy Program Manager for the client’s program to develop and operate the SunPass™ Toll Customer Service Center, known as the Centralized Customer Service System (CCSS), providing general program and project administration, coordination, scheduling, and tracking. Provides support to the CCSS Program Manager, Deputy Director of Toll Systems Facilities and Equipment, Director of Tolls and Executive Director.

Oversees Client’s program goals, objectives and requirements related to the CCSS. Responsible for oversight of the contractor(s) responsible for the development, deployment and management of the CCSS. Oversight duties relate to contractor performance in meeting required Key Performance Indicators (KPIs) and resolving issues. The scope of the CCSS includes without limitation, the Integrated Voice Response (IVR), Automated Call Distribution (ACD), Tolls Back Office (TBO) customer policies, business rules, and procedures. Understands client CCSS performance goals and makes recommendations to ensure adherence to these goals based on best practices for toll and customer service operations.

Performs the basic project functions of production coordination, planning, organizing, directing, controlling, and financial management. Responsible for the direction and supervision of technical discipline staff.
Provides leadership, direction, and technical guidance to ensure that quality management and technical services are provided to the client, and that operating performance targets are met. Under direction, provides professional and project management expertise in the direction of highly unconventional projects requiring multiple technical units and/or subcontractors, heavy regulatory agency involvement or extremely complex technical requirements.


JOB DUTIES
  • Prepares and maintains project work plan, scope, schedule and budget, and communicates these to client project team members and management; monitors/manages project production for compliance with scope, schedule, budget and quality objectives and commitments.
  • Directs project team compliance with contract terms, monitors subcontractors' progress, performance and compliance with contractual commitments.
  • Develops, communicates and manages project quality assurance, administrative procedures, communication guidelines, project deliverable formats and specifications, and progress reporting requirements.
  • Oversees financial performance of projects. Monitors schedules, billings and reports; ensures appropriate charging of labor hours, costs and expenses to projects; communicates project progress/status to senior management and alerts them of project production, quality control or financial performance problems.
  • Monitors and reports financial status of projects to technical managers.
  • Coordinates and participates in project presentations to clients and other external groups.
  • Coordinates communications between internal and external associates and client, and between firm and regulatory agencies. Maintains frequent contact with clients and outside agencies as appropriate to determine their respective needs and requirements.
  • Supervises other project managers, technical professionals and other design staff including managing weekly project workload and personnel resource forecasting.
  • Serves as mentor to project managers and associate project managers.
  • Performs such other duties as the supervisor may from time to time deem necessary.

  • Project-specific Responsibilities:
  • Serves as an extension of client staff, working on a daily basis in the client’s offices.
  • Provides coordination, oversight, assistance, and technical support for the deployment and ongoing operation of all toll and CCSS operations and systems.
  • Oversees and assists project staff in developing work plans; reviews and approves schedules, budgets, project milestone dates, and work products.
  • Supports the development, implementation, and management of contracts and agreements related to toll and CCSS systems and operations. Reviews change orders and the appropriate change order documents.
  • Directs consultant staff with respect to operational analysis / inquiries and compliance reviews.
  • Makes recommendations to Florida’s Turnpike and the CCSS contractor to improve KPI compliance and operational performance.
  • Works in cooperation with the CCSS contractor to resolve issues and make improvements.
  • Supports inquiries into CCSS performance and makes recommendations for improvements.
  • Replies to ad hoc request for information on operational and performance aspects of the CCSS System.
  • Quality assurance - Monitors and enforces compliance with established quality control standards, ensuring that appropriate quality assurance activities are being performed throughout the project.
  • Reviews QC plans and periodic QA compliance audits.
  • Provides coordination and development of multifaceted responses on program/project/district issues.

EDUCATION AND EXPERIENCE
  • Bachelor's degree in field(s) of practice. Graduate degree preferred. Management coursework and/or MBA a plus.
  • This level may be achieved with ten years of experience in project production and technical professional activities, four of these working as a project manager.
  • Typical incumbent will have 15-20 years of experience.
  • General Engineering Consultant (GEC) experience is a plus.
  • Customer Service Center experience a plus.

SPECIAL SKILLS
  • Strong overall general project management capabilities.
  • Ability to lead and manage a large staff.
  • Strong program controls capabilities to manage schedules, budgets, scopes of work, to track progress, and to identify and manage issues.
  • Structured, task-oriented individual with strong organizational and time management skills, with ability to work under the pressure of multiple projects.
  • Excellent analytical, problem-solving, and decision-making skill.
  • Proven interpersonal skills, public speaking and persuasive ability.
  • Proven collaborative leadership with effective negotiation, interpersonal and partnering skills.
  • Strong, effective technical writing, oral and listening communication skills in English; good public speaking ability to large groups of people.
  • Strong project financial management and team management skills.
  • Knowledge of production support systems and personal computer proficiency.
  • Knowledge of FDOT policies, procedures, and standards is desirable.
  • Ability to develop and review policies, methods, practices and procedures.
  • Travel may be required.

PROFESSIONAL REGISTRATIONS
  • Professional Registration in field(s) of practice required, if available.
  • Certification as a “Project Management Professional” (PMP) required within one year of assuming this position.

Atkins offers its employees a robust rewards package which includes: a competitive salary; a broad benefits package including medical/RX, dental, vision, life, disability, legal, hospitalization and other valuable voluntary options; generous time-off programs; flexible work schedules; 401(k) with employer match; professional and career development opportunities through our corporate university, as well as a highly-regarded tuition reimbursement program; and an unmatched culture focused on client-service, quality, and tireless pursuit of excellence in all we do. Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Vet/Disability.

Please view Atkins Equal Opportunity Statement here:

  
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