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Role Description

GFT is hiring a Senior Project Manager / Tolling Specialist to join our Transportation team. In this role you will lead tolling initiatives, optimize operations across systems, and provide strategic insight on interoperability, finance, and compliance. This role is hybrid / Remote but will include occasional travel for site visits or project meetings.

Working on the roadway team at GFT offers the opportunity to engage in transformative projects that enhance transportation infrastructure, improves community connectivity, and provides the toll-paying customer confidence that tolls are accurately assessed and they are provided modern conveniences for toll payment. Our team supports a wide range of efforts—from tolling systems to highways, bridges, and traffic operations—delivering resilient, sustainable solutions that meet the demands of complex, multimodal roadway networks and promote safe, efficient, and reliable travel for all.

As a Senior Project Manager / Tolling Specialist, you will deliver advisory services in toll programs and toll operations as well as providing operational and implementation oversight in commercial back office/customer service center systems and operations to tolling clients. The candidate will also be called upon to offer subject matter expertise through all phases of toll collection system and operations life cycle from assessing current state to assisting in planning for the future. The Senior Tolling Specialist position also provides assistance with operational concept development through final selection of technology and services, and subsequently providing value-added management and oversight services during operations with an emphasis on commercial back offices and customer service and contact call centers.

The candidate will perform complex data and business process analysis to identify opportunities for improvement, need for additional decision-support tools and information, and to arrive at actionable recommendations that can be implemented to improve business outcomes.

In this capacity, the successful candidate will be responsible for the following:

• Participates in project management activities to include related oversight activities and internal GFT project reporting.
• Develops tools for performing in-depth analyses to review for compliance, assess operational efficiencies, perform cost/benefit and other feasibility analysis, create conceptual pricing tables, analyze pricing proposals, and evaluate contractor and system performance.
• Provides regular and meaningful progress updates to the client on all assigned work as well as prepare and present clear and concise summaries of analyses.
• Develops documents such as technology research reports, system assessments, operations assessments, procurement documents such as requests for proposal solicitations for toll systems, back-office systems, customer service and operations, many of which will become public documents.
• Reviews documents including procurement proposals, project plans, system design documents, test plans/scripts, software release notes, system upgrades and updates, etc.
• Supports commercial back office and customer service center implementations including support for oversight of design, testing and installation.
• Working as a member of a project team, provides toll program development, policy, technology and operations planning as well as implementation and operations oversight as an advisor to toll clients.
• Participates in GFT business development initiatives such as via industry networking and responding to requests for proposals.

Qualifications

• Bachelor’s degree in finance, business, computer science or related discipline.
• 10+ years of experience in toll back office/customer service centers, and/or toll operations solutions or industries that have high transaction environments such as transit, payment industry, and/or customer relationship management solutions.
• Proficient in Microsoft tools and related applications, including Teams, Word, PowerPoint, Visio, and MS 365.
• Advanced Excel skills with the ability to organize and manipulate data, create complex formulas, Pivot Tables, and build value-added data extracts and summaries.
• Skilled in analyzing revenue, expenses, and costs; performing financial feasibility and cost/benefit analyses; creating innovative pricing schema and assessing pricing proposals.
• Deep understanding of Toll System – Commercial Back Office (CBOS) functions, covering telephony, CRM, payment systems, account management, invoicing, interoperability, and collections.
• Strong command of CRM platforms; adept at navigating account management modules, interpreting customer contact strategies, applying business rules, and ensuring compliance with data security standards and PCI requirements.
• Capable of workflow analysis, identifying transaction flows, decision points, and exception paths, and translating findings into actionable documentation.

Requirements

• Extensive background in tolling customer service centers and toll operations, with a thorough understanding of industry practices and operational structures.
• Solid grasp of industry terminology, performance metrics, measurement methodologies, and workforce management strategies.
• Well versed in debt collection principles and industry best practices.
• Skilled in reviewing records for compliance, identifying exceptions, and preparing detailed assessments.
• Capable of evaluating interagency processes, including reconciliation, settlement, and exception management.
• Familiar with E-ZPass Inter-CSC specifications, business rules, and operational procedures.
• Proficient in tools such as Power BI, SQL, and data extraction techniques.
• Strong understanding of regulatory frameworks; able to interpret legislation and statutes, identify limitations and opportunities, and recommend policy or process changes.
• Knowledge of roadside toll systems (RTCS), associated equipment, toll host systems, and integration with commercial back office operations (CBOS).
• Knowledgeable in APIs, Interface Control Documents (ICDs), and related methods for system-to-system data exchanges.

Benefits

• Hybrid (in-person and remote) work environment.
• Comprehensive benefits package including wellness programs, parental leave, and pet insurance, in addition to medical, dental, vision, disability, and life insurance.
• Tax-deferred 401(k) savings plan.
• Competitive paid-time-off (PTO) accrual.
• Tuition reimbursement for continued education.
• Commitment to professional development, access to internal and external training programs, and support of active participation in professional organizations.
• Incentive compensation for eligible positions.