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Project Director - Program Manager - Tolling Customer Service Center

  • Job reference: NA-003163
  • Sector: Management Consultancy, Planning, Roads & Bridges, Transportation
  • Location: Orlando
This vacancy has now expired

Why not...

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 our Orlando, FL team as a Project Director in the role of 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 road, and express / managed lanes toll road infrastructure 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 management, program management, administration and communicating. Willingness to be a team player is a must.

Relocation assistance is available.


Oversee Client’s program goals, objectives and requirements related to the Centralized Customer Service System (CCSS). Provides general program and project administration, coordination, scheduling, and tracking. Develops and recommends best practices for toll and customer service operations. Responsible for the direction and supervision of technical discipline staff. Responsible for oversight of the contractor(s) responsible for the management of the Florida’s Turnpike Enterprise SunPass™ Toll Customer Service Center, known as the Centralized Customer Service System (CCSS). Such oversight relates 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. Understand client CSC performance goals and make recommendations to ensure adherence to these goals. Support inquiries into CSC performance and make recommendations for improvements.
Provides support to the Deputy Director of Toll Systems Facilities and Equipment, Director of Tolls and Executive Director. 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.


Internal Staff Administration
  • Assists management team in identifying staffing needs based on future workload and manpower projections for project staffing.
  • Reviews and makes decision on recommendations for salary offers for new hire candidates, as well as salary and position adjustment actions for project staff, subject to senior management review and approval.
  • Provides staff with ongoing performance feedback and counsel to promote improved performance and career development.

Project Production, Operations & Management and General Responsibilities
  • Provides coordination, oversight, assistance, and technical support for the deployment and ongoing operation of all toll and CSC 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 CSC systems and operations.
  • Reviews change orders and the appropriate change order documents.
  • Monitoring and review of project performance reports and dashboards.
  • Oversees financial performance of projects.
  • Support inquiries into CSC performance and make recommendations for improvements.
  • Reply to ad hoc request for information on operational and performance aspects of the CSC System.
  • Direct consultant staff with respect to operational analysis/inquiries and compliance reviews.
  • Work in cooperation with the CSC vendor to resolve issues and make improvements.
  • Make recommendations to Florida’s Turnpike and the CSC vendor to improve KPI compliance and operational performance.
  • 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.
  • Coordination and development of multifaceted responses on program/project/district issues.
  • Compiles information to respond to requests for information.

  • B.S. degree in Business, Information Technology or another subject related to Toll Revenue Collection Business Operations / Systems (incl. Back Office and/or Customer Service Center), such as Accounting, Finance, Computer Science, or Engineering. Management coursework and/or MBA a plus.
  • This level may be achieved by candidates with fifteen (15) years’ experience since Bachelor's or fourteen (14) years since toll-related Master's/MBA. Relevant work experience would provide exposure to toll revenue collection back office / customer service center operations, including toll collection systems and sub-systems, electronic payment, or information and communication technologies.
  • This position also requires at least three of these years in the Senior Project Manager position with highly complex project management responsibility.
  • Typical incumbent will have 15-20 years of experience.
  • General Engineering Consultant (GEC) experience is a plus.

  • Knowledge of FDOT policies, procedures, and standards is desirable.
  • Proven collaborative leadership with effective negotiation, interpersonal and partnering skills; Ability to lead and manage a large staff.
  • Strong, effective technical writing, oral and listening communication skills in English; good public speaking ability to large groups of people.
  • Excellent analytical, problem-solving, and decision-making skill; Ability to develop and review policies, methods, practices and procedures.
  • Strong organizational and time management skills.

  • PMP certification is desirable.

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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