Senior Director, Back Office Systems

Description

Position at Bridges and Tunnels

Job Title: Senior Director, Back Office Systems

Resume Due Date: November 9, 2026

Department: Tolling Operations

Work Location: 2 BROADWAY

Job Family/ Grade: CCC007

Earnings Potential: $155,610-$194,513

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 position oversees MTA B&T's E-ZPass and Tolls by Mail Customer Service Environment, including customer account management, toll processing, image review, transponder distribution, violations processing, and related customer service operations.

The position is responsible for overseeing multiple service providers, ensuring contractual and operational performance, and maintaining effective processes that support customer service, revenue protection, and compliance with B&T business requirements.

The position serves as B&T's primary point of contact with New York's partner toll agencies, including the New York State Thruway Authority and the Port Authority of New York and New Jersey, to support a consistent and effective New York E-ZPass customer service environment. Reporting to the Assistant Vice President, Back Office Systems & Processes, the position also leads a team of 18 or more B&T employees and works closely with internal stakeholders, external vendors, toll agency partners, DMV, collection agencies, and legal counsel.

Oversee E-ZPass and Tolls by Mail customer account management systems, license plate imaging services, transponder inventory and distribution, and related back-office operations.

Oversee the Customer Service Center's interface with B&T's roadside toll collection systems supporting Open Road Tolling and the Central Business District Tolling Program. Monitor and manage vendor performance, deliverables, service levels, and contractual obligations, including the review and approval of contractor invoices.

Monitor customer service, operational, and production performance and ensure issues are identified, escalated, and resolved appropriately.

Prepare reports and presentations for the Assistant Vice President and B&T senior management regarding program performance, operational issues, initiatives, and planned improvements.

Develop and manage budgets for Customer Service Environment operations, including system costs, operational expenses, and change orders. Lead, develop, and manage a team of 18 or more employees, establishing priorities, supporting staff development, and ensuring operational continuity and timely completion of deliverables.

Work collaboratively with internal departments, external vendors, toll agency partners, DMV, collection agencies, legal counsel, and other stakeholders to resolve operational issues and support program objectives.

Responsible for conducting periodic and annual review of contractor quality of response and Service Level Agreements and ensuring that the contractors' work falls within compliance guidelines set by the MTA.

Responsible for collaborating on customer service complaints regarding E-ZPass operations and ensuring that the contractors are responsive to developing trends and other issues brought to the MTA by customers using E-ZPass and are held accountable for customer service quality and service levels.

Responsibilities:

• B&T Program Manager for the New York E-ZPass Customer Service Environment overseeing the activities of multiple vendors managing core B&T business functions in key areas, including account management systems, customer service performance, and product and service deliverables.
• The 3 vendors which directly manage B&T's Customer Service Environment for its E-ZPass and Tolls by Mail programs (Conduent, TTEC and Transcore) are among the highest value contracted services procured by B&T.
• Manage with the New York partner toll agencies (NYSTA and PANY&NJ) the 2 primary B&T toll collection programs for E-ZPass and Tolls by Mails. Ensure a seamless, cross-agency customer service environment and the program experience is being effectively accomplished utilizing innovative processes and technologies.
• Oversee the Violations/DMV Suspension program business function for uncollected tolls and violation fees, including DMV registration suspension submissions, the oversight of civil-legal dispute remedies, private collection vendors, and customers' payment plan processing and administration.
• Manage B&T special discount toll programs, toll increases, and the Customer Service Center interface with the B&T's roadside toll collection systems for B&T's Open Road Tolling and the Central Business District Program.
• Report to the Assistant Vice President of Back Office Systems & Processes and B&T senior staff on the Customer Service Environment programs (performance, initiatives, issues). Prepare and manage the budget for all funding needs to include system and operational change orders and monthly related system costs. Budget oversight includes the monitoring, review, and approval of submitted invoices by contractors to ensure their accuracy and prompt payment.
• Manage and lead staff by working with direct reports and indirect reports as appropriate, to develop skills and knowledge to ensure that deliverables are completed in a timely fashion, and staff development and business continuity is ensured.
• 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) from an accredited institution in Business Administration, Finance, Accounting, Economics, Public Administration, Statistics, or a related field. An equivalent combination of education and experience may be considered.

Minimum 12 years of progressively responsible experience in operations, program management, customer service, transportation, tolling, or a related business environment.

Minimum 8 years of experience in a management or supervisory role in a large, multi-faceted organization.

Strong ability to plan, coordinate, and manage complex operational processes.

Demonstrated working knowledge managing a large customer service center or comparable high-volume customer service operation.

Ability to coordinate activities and functions with other government agencies and external stakeholders.

Demonstrated ability to lead and manage direct and indirect staff.

Ability to analyze and evaluate operational reports, performance metrics, and other business data.

Strong organizational, problem-solving, and decision-making skills.

Ability to manage multiple priorities and address operational issues in a timely manner.

Preferred:

Minimum 3 years of experience managing contracts and/or large-scale vendors, including monitoring vendor performance, deliverables, and contractual requirements.

Demonstrated working knowledge in managing a transponder and image based electronic tolling back-office business function.

Demonstrated working knowledge with financial reporting, budgeting, invoicing, or other financial management systems.

Knowledge of E-ZPass, Open Road Tolling (ORT), Tolls by Mail, or related tolling operations.

Knowledge of tolling back-office systems and their interface with roadside toll collection systems.

Knowledge of the tolling industry's most current technologies and back-office system operations.

Demonstrated working knowledge managing electronic tolling, toll collection, or transportation back-office operation.

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 on 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.