Senior Director, Back Office Systems

Metropolitan Transportation Authority; New York (NY); On-site; USD 156,000 - 195,000; Full time

Benefits offered by this job

Telework 1 day per week

Job summary

Metropolitan Transportation Authority (MTA) Bridges and Tunnels seeks a Senior Director, Back Office Systems to lead the E-ZPass and Tolls by Mail Customer Service Environment, ensuring efficient account management, toll processing, and image review across multiple providers. The role reports to the AVP Back Office Systems & Processes and guides a team of 18+ staff.

Responsibilities include overseeing contractor performance, budget management, and cross-agency collaboration with NYSTA and PANYNJ

Responsibilities

• 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.
• Oversight of multiple service providers, contractual and operational performance, and compliance with B&T business requirements.
• Liaison with New York toll agencies and internal/external stakeholders to support program objectives and service levels.
• Budget development and management for Customer Service Environment operations, leading a team of 18+ employees.

Job description

Description

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 PANYNJ) 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