Requisition No: 235961 

Agency: Department of Transportation


Position Number: 55007365 

Salary:  $74,303.52 – $96,157.49 

Posting Closing Date: 09/23/2020 








CONTACT PERSON:  Carlos Vargas





The State of Florida offers an excellent benefits package including paid holidays, vacation and sick leave, several low-premium healthcare options, tuition waivers, and training opportunities for professional growth and development.  Calculate the estimated annual value of working for the State of Florida here.  For additional benefit information available to State of Florida employees, go to


SPECIAL REQUIREMENTS:  You may be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962 will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS) unless they are registered with the Selective Services System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.


THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY. In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to qualified individuals with disabilities may be provided.  Interested persons should contact the Florida Department of Transportation’s Equal Opportunity Office located at 605 Suwannee Street, Tallahassee, Florida 32399 or call (850) 414-4747 for assistance.  


POSITION DESCRIPTION: Directs and supervises the work of Department and Consultant staff working within the SunPass Operations unit: Special Resolutions Department, Front Counter Operations, Image Review, Reporting/Analytics, Interoperable Partners, and Non-Revenue/Commission for the Transportation Disadvantaged (CTD) Program. Oversees, plans, and prioritizes staff productivity and workload to assure accuracy and adherence to the designated Key Performance Indicators (KPI) for each area. Provides operational support and guidance to management teams. Manages work assignment and allocation for staff. Handles the interviewing, recruiting, and training of candidates. Conducts performance reviews and provides feedback to staff. Determines employee appraisals, promotions, compensation, and termination based on the execution and performance of their duties and responsibilities.


Assists the SunPass Program Director with formulating new policies and procedures for all business operational activities as needed.  Maintains accurate and clear documentation of the operational procedures and activities. Evaluates daily operations and makes changes to improve efficiency, effectiveness, and quality of service. Assists in the development of short and long term strategic plans. Provides support and analysis of operational risk and audit processes. Assists in the creation of annual operating and capital budgets. Monitors and controls expenses according to allotted budget and effectively manages budget allocations in the Operations area.


Serves as the Department's Project Manager for the Customer Service Centers (CSCs) and Walk-In Centers (WICs) Contract. Responsible for the management of the contract, scheduling and monitoring of work being performed, inspection and acceptance of services provided and approval for payment of services requested to coordinate transitions between existing Vendor(s) to new Vendor(s). Reviews facilities design and provides input on CSC application design, reports changes to standard operating procedures. Provides input and recommends changes to Service Level Agreements and other performance metrics. Coordinates day to day and serves as the central point of contact for all correspondence (both written and verbal) with Vendor representatives on Key Performance Indicators, non-compliance issues, and audit results.


Conducts meetings regularly to discuss updates, issues, and concerns to foster an effective team environment. Communicates and motivates employees to ensure Department mission, vision, and values are implemented and accomplished timely and effectively, while emphasizing employee career development. Ensures compliance with state and federal laws, rules, and guidelines, and the Toll Operations policies and procedures.


Participates in and represents the Department at meetings with other governmental agencies, interoperable partners, and the general public at the direction of the SunPass Program Director.  Facilitates state representative offices in resolving turnpike related customer concerns. Builds strong relationships by addressing customer issues and complaints in a timely manner.


KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of customer service practices and principles used in high volume call center environments.  Knowledge of operational planning, staff modeling and usage, and contract administration. Knowledge of interactive voice response systems and other customer experience technology.  Skilled in the development of procurement documents including scope of services, performance criteria, and methods of compensation.  Skilled in project management and organization.  Skilled in dealing with the public in a courteous and tactful manner.  Skilled in the use of Microsoft Office Programs.  Ability to interpret contractual agreements and compliance measures.  Ability to track and resolve issues that arise during project implementation. Ability to plan, organize, and conduct activites independently. Ability to lead, motivate, coordinate, and supervise the work of others.  Ability to lead agency meetings, public workshops and meetings.


OTHER JOB RELATED REQUIREMENTS: Statewide and overnight travel required. Work outside normal business hours may be required.



The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.