Toll Plaza Operations Manager

This class is responsible for planning, directing, and coordinating all facets of a toll plaza operation.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

• Manages resources including facilities, grounds, and custodial maintenance, electronic toll devices, revenue accounting, and human resources. Solicits and evaluates bids; selects grounds and custodial maintenance vendors.
   
• Analyzes, makes recommendations and oversees implementation of operating practices and procedures to include staffing, workflow, record keeping, and equipment use to ensure smooth and efficient plaza operations.
   
• Supervises, directly or through subordinate supervisors, all toll plaza, customer service, maintenance staff, administrative support, and custodial staff; interviews, hires, and oversees training; plans, assigns and evaluates the work of subordinates, counsels and disciplines.
   
• Coordinates and implements limited motor vehicle services to customers at toll plazas.
   
• Coordinates with the Traffic Management Center and State Police on issues related to safe and efficient movement of traffic affecting toll plaza operations.
   
• Investigates complaints from motorists relative to change shortage and takes appropriate action to collect shortages monthly from collectors after reviewing audits of daily and monthly performance reports.
   
• Acts as primary contact for union officials concerning policies and procedures, complaints and first-step grievances.
   
• Enforces rules and regulations, ensures personal appearance and demeanor is reflective of agency policy, and appropriately disciplines violators. 
   
• Orders supplies, materials and equipment to meet operational requirements; makes recommendations on facility upgrades.
   
• Ensures that the toll plaza and customer service centers are properly staffed on a 24/7 basis; makes appropriate adjustments to meet demands and weather conditions.
   
• Promotes electronic toll device sales and the growth of electronic toll collection.

JOB REQUIREMENTS for Toll Plaza Operations Manager
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

1. Six months experience in cash accounting which includes recording money received or distributed, preparing bank deposits and reconciling accounts.
2. Six months experience in staff supervision which includes planning, assigning, reviewing, and evaluating the work of others.
3. Six months experience in customer service such as providing prompt, accurate, and courteous service to customers seeking information, answering requests as quickly as possible, ensuring customers are satisfied with service, and responding to complaints.
4. Six months experience in interpreting laws, rules, regulations, standards, policies, and procedures.
5. Six months experience in narrative report writing.
6. Six months experience in using standard computer software programs for word processing, spreadsheets or databases.
7. Knowledge of security systems and surveillance equipment.

Pre-employment Drug Testing:  Upon a conditional offer, you must undergo pre-employment drug testing as part of the hiring process.

To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at StateJobs.Delaware.gov.

Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.