Manager E-ZPass Operations - Delaware Memorial Bridge

MANAGER-E-ZPASS OPERATIONSLocation:Delaware Memorial Bridge, New Castle, DE$86,900 to $106,500 (commensurate with experience andskills)(Grade 109)Opening Date:March 16, 2026 Closing Date: Until FilledI. POSITION SUMMARYThe Manager - E-ZPass Operation is responsible for managing the Delaware River and Bay Authority(Authority) E-ZPass Walk-In Center operation at the Delaware Memorial Bridge. The individual in thisposition will need to be the Authority's in-house expert on the New Jersey E-ZPass Customer Service Centersystem.The position will provide effective leadership for Customer Service Center personnel including therecruitment and retention functions.The Manager - E-ZPass Operations will supervise, train, coach andmentor the Customer Service Center employees.This individual will serve as the DRBA liaison with E-ZPass member toll agencies and/or their customer service center operators in dealing with E-ZPass toll orviolation issues.This individual will work closely with the Authority Police Department and New Jersey E-ZPass to ensure violation revenues are collected.This position has access to confidential information and isresponsible to maintain this privacy in support of the Authority and the customers.The Manager - E-ZPassOperations reports directly to the Superintendent of Toll Operations and may assume the duties of theSuperintendent in his/her absence.II. ESSENTIAL DUTIES AND RESPONSIBILITIES* Responsible for overall planning and leadership of the Authority E-ZPass Walk-In Centerto include all operating functions performed by Customer Service Center employees; workswith management on Customer Service Initiatives* Schedules and supervises the Customer Service Representatives (CSR) and the Senior CSR;verifies payroll and attendance; monitors employee performance levels and completesannual performance reviews* Performs nightly close-out, deposits, and reconciliation to the specifications as required byNew Jersey E-ZPass* Oversees the pursuit and collection of unpaid toll violations from unresponsive violators,collaborating with the Authority Police Department while directing the work of the SeniorCSR and E-ZPass Toll Violation Recovery Specialist in the identification and resolution ofegregious toll violations* Lead administrative duties related to egregious toll violation management, including but notlimited to maintaining egregious violation records; performing case identification; creatingrepayment agreements; tracking payment histories; monthly reporting and processingpayments* Trains and coordinates staff in the image re-review process ensuring that viable images areresubmitted and previously lost revenue is tracked* Develops and administers the Authority's annual operating budget for the E-ZPass CustomerService Center, including ongoing monitoring of expenditures and fiscal performance* Oversees inventory control and reconciliation of all E-ZPass devices and related equipmentto ensure accuracy and readiness for annual audits* Maintains and administers Authority E-ZPass accounts, ensuring vehicle and deviceinformation is accurate, current, and properly assigned* Actively participates in and oversees the timely resolution of customer complaints and inquiries,whether in person or through electronic communication, ensuring clear, accurate, and consistentcommunication, while providing the highest level of customer service and professionalism at alltimes* Assists the Superintendent with all other duties as assignedIII. REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES* Strong leadership skills, including decision making and conflict resolution; must be able tomotivate the CSRs and work with them to ensure compliance with all Authority policies andprocedures* Extensive knowledge of collection strategies, delinquency management, and recoveryprocesses* Excellent communication and interpersonal skills; be an expert communicator, activelylisten to effectively find the root cause of issues, clearly communicate solutions whilemaintaining a high level of satisfaction to both external and internal customers; reinforcescustomer service objectives with all staff* Self-motivated with ability to work independently; prioritize work volume; to see problems throughto completion; handle multiple tasks, projects, and priorities; to meet deadlines under timeconstraints and handle pressure situations with composure* Strong computer skills with demonstrated experience in word processing, spreadsheets and usingcomputer applications including the Microsoft Office Suite* Ability to effectively train, coach, and develop Customer Service Center personnel to ensurehigh levels of performance and service deliveryVI. REQUIRED EDUCATION AND EXPERIENCE* Bachelor's degree in Business, Finance or related field or an equivalent relevant workexperienceThree (3) years of supervisory experience in customer service related fieldFive (5) years of experience in customer service related field preferredExperience in E-ZPass operations preferredVII. LICENSES, REGISTRATIONS, AND/OR CERTIFICATES*Valid driver's licenseVI.SPECIAL REQUIREMENTS* Subject to a background investigation, pre-employment physical, and drug test* Delaware River and Bay Authority requires that all employees have direct depositwith afinancial institution to receive their bi-weekly pay* Available to support business operations outside of normal business hours as neededIf you are interested in applying for this position please complete the on-line application atwww.drba.net. In addition to the online application, please attach a current resume.The Delaware River and Bay Authority is an Equal Opportunity Employer