Toll Systems Manager

Recruitment #1804-TSYSMGGU99-001


The Tampa Hillsborough Expressway Authority (THEA) is a transportation agency of the State and owns, operates, and maintains the Lee Roy Selmon Expressway, Brandon Parkway, Meridian Avenue and the Selmon Greenway. Our mission is to provide safe, reliable, and financially-sustainable transportation services to the Tampa Bay region.
THEA is an enterprise agency where service to our customers and community is valued. THEA reinvests 100% of our toll revenues back into our community, providing our region with needed transportation choices.
The Tampa Bay region boasts an enviable quality of life with year round sunshine, a unique cultural heritage and a diverse business climate. For both individuals and companies alike, Tampa Bay offers accessibility, affordability and opportunity.
THEA is looking for new members to join its team who are aligned with our core values of commitment to stellar customer service; emphasis on safety and service in our roadway operations and to our customers and community and embracing diversity, transparency, and accountability.


The ideal candidate will exhibit the following experience: 

  • Experience in tolling software design, development, integration, testing and operations and maintenance. 
  • Experience in leading tolling software development team(s). 
  • Experience in managing transaction-based electronic collection systems, electronic point-of-sale operations, electronic funds settlement or electronic transaction processing which includes planning, directing, coordinating and implementing the collection, deposit, reconciliation, and reporting of revenues. 
  • Basic knowledge and application of laws, regulations and operating practices related to toll collection operations and procedures, revenue management, and toll violations (including general knowledge of electronic tolls technology). 
  • Candidates must have excellent interpersonal skills to work with toll customers, toll-operations service providers and THEA staff. 
  • Experience in budget development and management which includes developing a budget, analyzing financial data and making long and short range plans, updates and projections.
  • Leading multifunction teams, including external vendors and contractors.


The Toll Systems Manager reports to the Director of Toll Operations and assists the Tampa Hillsborough County Expressway Authority (“THEA”) senior staff with the management of THEA’s toll operations department including but not limited to the transfer of toll transactions in excess of $80 million in indicated toll revenues from THEA’s tolling systems to outsourced financial back office systems, and Operations and Maintenance (O&M) budgets in excess of $4 million on a per fiscal year basis. This leadership position will establish and maintain a team minded working relationship with other THEA staff, vendors and key personnel in order to mutually support all toll operations related activities and THEA’s mission; ensure adequate resources and clear communication is provided to accomplish assigned tasks; support and encourage personnel by fostering an atmosphere focused on customer service and continuous employee and vendor development; and perform the duties of the Director of Toll Operations when required in his/her absence and respond to requests of the Executive Director or other THEA staff.


Graduation from a recognized and accredited four-year college with a bachelor’s degree in business, public administration, transportation, engineering or related field; and five years of experience in operations management, toll-related transportation planning, or toll-related financial operations.
A master’s degree in business, public administration, transportation, engineering or related field, and three years of experience in operations management, toll-related transportation planning or toll-related financial operation.


  • Experience in software design, development, integration, testing and operations and maintenance of LAMP stack software systems. 
  • Experience in evaluating Information Technology (IT) hardware needs to support THEA’s tolling software applications. 
  • Experience in the design, procurement, implementation, integration, testing and operations and maintenance of IT hardware components. 
  • Experience in operations management which includes planning, directing, coordinating, controlling and evaluating external units typically through subordinates or contractors and identifying operational, fiscal, and procedural problems and developing solutions.  Basic knowledge of fiscal management practices. 
  • Project Management skills. 
  • Experience in Business Intelligence and Analytics. 
  • Contractor and vendor management skills. 
  • Leadership skills. 
  • Ability to successfully complete a level-two background screening. 
  • Working knowledge of JIRA and Microsoft Project software applications. 
  • Working knowledge of Microsoft Office, including the ability to write macros and formulas in Microsoft Excel to automate data entry and create summary reports. 
  • Working knowledge of database management tools such as MySQL and/or others. 
  • Working knowledge of Microsoft, Apple, Linux and UNIX Operating Systems. 
  • Working knowledge of Cisco network equipment. 
  • Excellent writing skills and the demonstrated ability to develop written reports and documentation in support of issue evaluation, corrections and resolutions. 
  • Considerable interpersonal skills and the ability to establish and maintain effective working relationships with others. 
  • Excellent organizational and presentation skills. 
  • Ability to manage time and prioritize workload effectively. 
  • Ability to effectively work in a team environment or independently. 
  • Ability to multi-task and meet established deadlines. 
  • Ability to identify and escalate issues where appropriate. 
  • Ability to collect, organize and evaluate data and make logical conclusions. 
  • Ability to communicate effectively both orally and in writing.


  • Coordinates day-to-day toll-operations activities with THEA’s Toll Operations Manager to ensure business continuity and consistency in business rules and procedures. 
  • Manages and supervises THEA toll-operations business analyst’s day-to-day duties. 
  • Manages and supervises outsourced toll-operations project managers, supervisors and staff’s day-to-day duties. 
  • Monitors day-to-day software development and/or hardware implementation activities to support THEA’s tolling needs, directing, managing or supervising the contractors, vendors and THEA staff assigned to the tasks. 
  • Maintains inventory records for all hardware/software used by THEA’s toll operations department and monitor maintenance schedules to minimize disruption to THEA’s toll operations services.
  • Assists in the evaluation of emerging technological changes to provide THEA management with recommendations that reduce business risk and improve operations. 
  • Manages assigned toll operations contracts, directing the activities and tasks required by the contracts. Has complete knowledge of all contract requirements falling under the control and supervision of this position. 
  • Reports status of overall toll operations to appropriate staff within THEA in a timely manner.
  • Assists in the development of the annual toll operations budgets. Utilizes available resources to project equipment, personnel, and operating costs for the next fiscal year. 
  • Reviews and approves invoices for payment related to assigned toll-operations active contracts as required. 
  • Assists in the development of contractual scope of work and requirements relating to all toll operations contracts. 
  • Assists in monitoring the efficiency of staff and systems in all areas of toll operations to ensure excellent service is provided to THEA customers. 
  • Reviews documents and provides feedback to various departments as needed. 
  • Participates on the review and selection committees of contracts within all THEA departments as required. 
  • Conducts research, data collection and analysis of information for use in reports, presentations, and meetings. 
  • Serves as one of THEA’s Toll Enforcement Officers to manage the dispute resolution process for toll violation notices and to prepare materials and represent THEA in Hillsborough County Court hearings on Uniform Traffic Citations (UTC) for unpaid tolls. 
  • Recommends and manages the implementation of procedural changes and actions to facilitate the accomplishment of overall authority goals and objectives related to THEA toll collection systems.
  • Provides input on the strategic vision for toll operations by staying abreast with current industry trends and best practices. 
  • Analyzes THEA’s reporting requirements and develop a portfolio of reports using Microsoft Office.
  • Reviews daily, weekly and monthly reports to track video toll production. 
  • Maintains a working knowledge of strategic concepts, the Authority’s mission, and budgetary limitations. 
  • Analyzes toll transaction data using daily transaction processing reports, diagrams, and flow charts to determine if THEA's toll systems are performing in accordance with established guidelines, business rules, and operating procedures; track any anomalies and to determine compliance with toll system design specifications. 
  • Leads the execution of assigned toll operations projects to improve the performance, efficiency, and effectiveness of THEA toll operations services. 
  • Continuously identifies and evaluates opportunities to drive process improvements that have a positive impact the customer’s experience with THEA. 
  • Assists the Toll Operation Director with meeting schedules, minutes and other administrative support tasks. 
  • Handles requests from executive-level management and THEA customers in a courteous, professional manner and ensure that all issues are resolved promptly and completely. 
  • Interprets and responds to customer issues over the phone and in person, and use THEA’s toll operations systems to analyze customer accounts. 
  • Performs other duties as required.


VETERANS' PREFERENCE: The Civil Service Board and its client agencies value the service veterans and their family members have given to our country and support the hiring of returning service members and military spouses. Therefore, special consideration and priority in appointment will be given to veteran preference-eligible applicants (as described in Section 295.07, F.S.) throughout each step of the selection process.

The applicant claiming veterans' preference is responsible for providing required documentation that clearly shows dates of service, campaign awards or medals received, and character of discharge (DD-214 Member-4 or Service-2 copy) to support entitlement to preference.  This documentation may be provided at the time of application submission. Documentation can easily be provided to us electronically through this online application system (preferred), but can also be provided to us by email, fax, or USPS. However, in ALL cases, required documentation must be provided to us prior to the closing date of the vacancy announcement.

Applicants that meet the minimum job requirements and qualify for Veterans’ Preference who believe they have not been afforded employment preference in accordance with applicable Florida law, may file a written complaint requesting an investigation with the Florida Department of Veterans’ Affairs, Division of Benefits and Assistance, 9500 Bay Pines Blvd, Room 214, St. Petersburg, Florida 33708. The complaint must be filed within 60 calendar days from the date the applicant receives notice that s/he was not selected.  Prior to filing a complaint, however, it is the responsibility of the preference-eligible applicant to contact the employer at least one time after 45 days have passed from the final date for submitting an application or the interview date, whichever is later in time, if the applicant has not received notice of a hiring decision.

For more information on Veterans' Preference, please visit the Civil Service Board website by clicking here.

DRUG-FREE WORK PLACE: The employers of Hillsborough County have implemented a drug-free workplace and all offers of employment are conditioned on job applicants successfully passing a drug test.

RESPONSE/RECOVERY ACTIVITIES: Employees may be required to participate in response/recovery activities in response to a major emergency or natural disasters affecting County operations. In such situations, every effort will be made to maintain operations, but employees may be assigned to carry out response activities suited to their skills and capabilities.


Hillsborough County provides equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, age, sexual orientation, membership or non-membership in an employee organization, or on the basis of personal favoritism or other non-merit factors.

AMERICANS with DISABILITIES ACT (ADA):  Hillsborough County welcomes and encourages applications from persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application and testing process. The decision on granting reasonable accommodation requests will be on a case-by-case basis.

APPLICANTS RIGHTS UNDER FEDERAL EMPLOYMENT LAWS:  Family and Medical Leave Act (FMLA) Poster;  Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.