Manager, Toll Customer Relations

Description

Position at Bridges and Tunnels

Job Title: Manager, Toll Customer Relations

Resume Due Date: August 17, 2026

Department: Tolling Management

Work Location: 2 Broadway

Job Family/ Grade: CCC 004

Earnings Potential: $99,557 - $124,446

MTA Bridges and Tunnels reserves the right to remove this posting before the application deadline.

MTA Bridges and Tunnels operates the largest bridge and tunnel network in New York City, managing nine crossings that include seven bridges and two tunnels. Serving more than 336 million vehicle crossings each year, this network connects communities across the five boroughs and supports regional mobility. In addition, MTA Bridges and Tunnels oversees the Congestion Relief Zone, working to ensure safe, efficient travel and a more sustainable urban environment. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

Telework:

This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.

Job Summary:

The Manager, Customer Relations is responsible for overseeing customer relations operations related to Open Road Tolling (ORT), the Central Business District Tolling Program (CBDTP), Administrative Review Panel (ARP), and other ad hoc inquiries. This position ensures the timely, accurate, and effective resolution of complex customer escalations while maintaining a high standard of customer service and supporting public trust in MTA Bridges and Tunnels tolling operations.

The incumbent manages high-priority customer escalations received through multiple channels, including MTA Headquarters, the MTA President's Office, MTA Legal Department, MTA Community Affairs, MTA Inspector General, the Cassie CRM system, elected officials at the city and state levels, other tolling agencies, interagency partners, media outlets, NY E-ZPass, and direct customer correspondence via email, mail, and telephone. These inquiries require detailed review, issue resolution, and coordination across multiple stakeholders and are tracked through shared inboxes and complaint management logs.

The position also oversees customer escalations related to Administrative Review Panel (ARP) matters, including customer requests for review of violation settlements. This includes managing inquiries submitted directly by customers and correspondence routed through the MTA Legal Department.

The Manager serves as the primary liaison between MTA Bridges and Tunnels and key operational vendors, including the back-office system vendor and customer service center vendor, ensuring effective issue resolution, service delivery, system performance, and alignment with operational standards and customer service expectations.

Additionally, the Manager supervises a team of four employees, including Account Administrators, clerical support staff, and temporary personnel. Responsibilities include workload management, staff development, performance oversight, process improvement, complaint trend analysis, and the implementation of strategies to enhance customer experience, operational efficiency, and service quality.

Responsibilities:

• ORT (Open Road Tolling) Customer Inquiry and Escalation Management:

Manage the research, review, and resolution of customer inquiries, disputes, and escalations related to Open Road Tolling (ORT) originating from multiple internal and external channels. Utilize various tolling and customer service systems to gather and analyze account data, determine findings, and prepare, review, and/or approve customer correspondence and settlement packages. Ensure timely and accurate responses in accordance with established service standards. Maintain and oversee the in-house ORT complaint log, monitor trends, and track statistics for reporting and operational analysis.

• CBDTP (Central Business District Tolling Program) Customer Inquiry and Escalation Management:

Manage the research, review, and resolution of customer inquiries and disputes related to the Central Business District Tolling Program (CBDTP). Prepare, review, and/or approve customer correspondence for inquiries received through multiple escalation channels. Monitor complaint activity, maintain complaint logs, analyze trends, and track metrics for reporting purposes. Identify recurring issues and recommend operational or process improvements to enhance customer experience.

• Administrative Review Panel (ARP) Inquiry Management:

Manage research and resolution of ARP-related inquiries originating from direct customer emails, USPS mail, and referrals from the MTA Legal Department. Prepare, review, and/or approve correspondence related to violation settlement reviews. Maintain the ARP complaint log and shared Teams files to support panel meetings and case review processes. Ensure all cases are documented accurately and processed within established timelines.

• Vendor Management and Systems Coordination:

Serve as Subject Matter Expert (SME) for customer engagement-related systems and processes. Interact with tolling back-office and CRM vendors to address operational issues, attend meetings, review system requirements, and provide recommendations for system enhancements and workflow improvements. Liaise with Customer Service Center vendors to ensure customer inquiries and escalations are handled accurately, efficiently, and in accordance with established service standards.

• Staff Supervision and Operational Leadership:

Supervise and manage the daily activities of Customer Engagement staff, including assigning workloads, monitoring productivity, and ensuring timely completion of assignments. Provide coaching, training, and performance feedback to staff to support professional development and operational effectiveness. Establish performance expectations, monitor service quality, and ensure compliance with departmental procedures and service standards. Support workforce planning, coverage coordination, and continuous process improvement initiatives to enhance operational efficiency and customer service delivery.

• Performs other duties as assigned
• Complies with all policies and standards
• May be required to work hours outside regular work hours, as applicable
• Observes the work performed by contractors, as applicable
• Reviews invoices and approves them if the work has contractual standards, as applicable
• Addresses performance issues with the contractor when possible, as applicable
• Escalates issues to other parties when needed, as applicable

Qualifications

• Bachelor's Degree in Arts/Sciences (BA/BS) with concentration in one of the following or related areas: Business Administration, Public Administration, Project Management, Finance or a related field. An equivalent combination of education and experience may be considered.
• Minimum 6 years of progressively responsible experience in customer service, customer relations, operations support, or complaint management in a high-volume or public-facing environment
• Minimum 2 years in a management or supervisory role in a large, multi-faceted organization, including assigning work, reviewing performance, and coaching staff
• Strong written and verbal communication skills, with ability to prepare clear, professional correspondence
• Ability to communicate with all levels of management and staff with diversified backgrounds
• Ability to recognize and recommend operational and administrative policies of a broad scope with latitude for independent judgment
• Experience managing complex customer escalations across multiple channels (email, mail, CRM systems, executive escalations, and interagency inquiries)
• Strong experience with customer relationship management (CRM) systems and complaint tracking/logging tools
• Proven ability to analyze customer account data, resolve disputes, and prepare written determinations or correspondence
• Ability to conduct staff meetings
• Demonstrated ability to manage multiple priorities in a high-volume, time-sensitive environment
• Experience using tools such as CRM platforms, shared inbox systems, Microsoft Teams, and reporting dashboards (e.g., Excel, Power BI)
• Proficient in Microsoft Office Suite and document management software

Preferred:

• Detailed knowledge of E-ZPass, Tolls-By-Mail, and Central Business District Tolling Program policies and procedures
• Experience in transportation, tolling operations, transit authority, or government customer service environment
• Familiarity with ORT (Open Road Tolling), congestion pricing, or similar tolling systems
• Experience working with vendor-managed customer service centers or back-office processing systems
• Strong analytical skills with ability to identify trends, root causes, and recommend process improvements
• Knowledge of KPI reporting, service level agreements (SLAs), and performance monitoring

Additional Information:

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

Other Information:

Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.

To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct.

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").

MTA Bridges and Tunnels is governed by the Civil Service Rules and Regulations administered by the Department of Citywide Administrative Services (DCAS).

How to Apply:

For Internal Applicants: Log in to the My MTA Portal, click on the My Job Search tile, select the Careers link, search for the desired position, click Apply, and follow the on-screen instructions.

For External Applicants: Visit www.mta.info, click the "Careers" link located in the footer under the "The MTA" section, then click on "See All Open MTA Positions". Search for the desired position, click Apply, and follow the instructions.

Comprehensive Benefits & Total Rewards Package:

Transportation & Financial Benefits

• Commuting Made Easy - Enjoy a complimentary MTA transportation pass, plus access to tax-advantaged commuter benefits to maximize your savings.
• Premium Health Coverage at Low Cost - Access high-quality individual, family and domestic partner healthcare, dental, vision and life insurance plans.
• Secure Your Future - Build long-term financial security through pension plans and retirement savings accounts designed for eligible employees.

Time Off & Work-Life Balance

• Generous Time Away - Recharge with substantial paid time off and comprehensive holiday schedules that support your personal and family commitments.
• Holistic Support Services - Access our dedicated Work Life Services team and Office of the Chaplains unit for personal guidance and support when you need it most.

Professional Growth & Development

• Learning & Development Program - Advance your career through structured professional development opportunities, skills training, and leadership programs tailored to support your growth within the organization.
• Educational Investment - Pursue your career goals with in-house training and professional development, tuition reimbursement support, and partnerships with educational institutions.

Employee Experience & Community

• Employee Assistance Programs - Comprehensive support services to help you navigate life's challenges with confidence and resources.
• Discounts & Perks - Take advantage of MTA employee discount programs offering savings on products and services.
• Connect & Belong - Join our vibrant Employee Resource Groups to build meaningful connections, share experiences, and contribute to an inclusive workplace culture.

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.