Salary : $152,501.86 - $193,409.22 Annually
Location : 375 Beale Street, San Francisco, CA
Job Type: Regular
Remote Employment: Flexible/Hybrid
Job Number: 224
Section: TOLL - Tolling Services and Revenue
Opening Date: 10/14/2026
Closing Date: 11/1/2026 11:55 PM Pacific
ABOUT THE UNITMTC, through the Bay Area Toll Authority (BATA), collects toll funds and uses that money to fund major projects that support bridges, roads, and the Bay Area transportation network. As part of toll collection, BATA manages the regional FasTrak Customer Service Center (CSC), which provides account management services, transaction processing, call center operations, web services, payment processing, customer communications, violation image review, and violation noticing for electronic toll collection at bridges and express lanes throughout the Bay Area. BATA utilizes third-party vendors to operate the CSC and provide the underlying systems, including the phone system, IVR, website, and Back Office System (BOS).
ABOUT THE ROLEUnder the general direction of the Assistant Director, the Project Management Office (PMO) Manager serves as a senior program leader responsible for portfolio planning, program governance, project delivery, business process improvement, stakeholder coordination, and organizational readiness and continuous improvement across the FasTrak program. The position leads the evaluation, prioritization, planning, and implementation of complex business and technology initiatives that support BATA's customer service, operational, revenue collection, and policy objectives.
Working closely with business, operations, and technology stakeholders, the position ensures business priorities, operational improvements, technology investments, regulatory requirements, and partner agency initiatives are translated into a coordinated portfolio of projects that are appropriately prioritized, funded, governed, and successfully delivered.
The position serves as a key integrator across the FasTrak organization, ensuring alignment among product strategy, operations priorities, technology investments, project delivery activities, and business priorities The position provides leadership to a small team of staff, consultants, and contractors and represents BATA in coordination with regional toll operators, partner agencies, and industry organizations.
ESSENTIAL DUTIES & RESPONSIBILITIESResponsibilities of the Project Management Office (PMO) Manager include, but are not limited to, the following:
Portfolio Management, Planning and Program Delivery - Provides strategic leadership for portfolio governance, program planning, investment prioritization, and delivery oversight across the FasTrak program.
- Establishes and manages portfolio governance processes includingproject intake, evaluation, prioritization, funding approval, and portfolio oversight to ensure alignment with BATA strategic objectives and available resources.
- Maintains the FasTrak project portfolio, including active projects, future initiatives, regulatory requirements, partner agency requests, and change requests, ensuring appropriate prioritization, governance, and visibility.
- Leads evaluation of proposed projects, policy initiatives, operational improvements, and partner agency requests to assess business value, costs, risks, resource requirements, and implementation impacts.
- Develops and maintains portfolio-level resource plans, delivery forecasts, and funding strategies to balance organizational capacity, consultant resources, budgets, competing priorities and delivery commitments.
- Develops business cases, funding recommendations, governance materials, and decision analyses for executive leadership and Board consideration.
- Facilitates cross-functional decision-making and manages dependencies across product, operations, technology, finance, vendors, and partner agencies to support successful delivery of strategic initiatives.
- Provides oversight of project delivery across the FasTrak portfolio and ensures approved initiatives remain aligned with organizational priorities, funding constraints, resource availability, governance requirements, and implementation commitments.
Program Delivery, Implementation and Organizational Readiness- Leads major business and technology initiatives through discovery, planning, implementation, deployment, and post-implementation evaluation.
- Oversees requirements development, business analysis, business process documentation and operational impact assessments associated with FasTrak initiatives.
- Facilitates stakeholder workshops, requirements sessions, business process reviews, organizational readiness activities, and cross-functional planning discussions.
- Reviews and evaluates project plans, contractor deliverables, design documentation, implementation approaches, cost estimates, schedules, testing results, operational readiness assessments, and other project documentation. Provides recommendations, comments, and approval guidance to support effective decision-making.
- Collaborates with the Product Owner, Systems and Technology Manager, and CSC Operations Manager to evaluate business needs, define implementation strategies, resolve cross-functional issues, and ensure successful delivery of initiatives affecting customers, operations, and technology platforms.
- Evaluates alternative business, operational, and contractual approaches and develops practical recommendations that balance customer experience, operational performance, cost, risk, and stakeholder objectives.
- Coordinates implementation of toll policy changes, business rule modifications, operational enhancements, customer service improvements, and partner agency initiatives.
Program Governance and Executive Support- Establishes and manages governance processes for project intake, initiative evaluation, prioritization, funding approvals, portfolio oversight, and executive decision-making.
- Develops executive briefings, Board memoranda, presentations, recommendations, status reports, and decision-support materials.
- Provides recommendations to executive leadership regarding project priorities, funding strategies, implementation approaches, operational impacts, customer impacts, and risk mitigation activities.
- Serves as the escalation point for complex project, stakeholder, business process, contractual, policy, and operational issues requiring independent judgment and resolution.
- Leads organizational readiness, communications planning, stakeholder engagement, and change management activities associated with major initiatives and system transitions.
Contract Administration and Financial Management- Leads procurement planning, consultant selections, scope development, contract negotiations, contract administration, change order development, and dispute resolution activities.
- Reviews contractor proposals, statements of work, staffing plans, schedules, budgets, and deliverables to ensure alignment with business objectives and contractual requirements.
- Oversees program budgets, forecasts, funding plans, expenditure tracking, and financial reporting activities.
- Administers cooperative agreements and funding arrangements with partner agencies and service providers.
- Monitors contractor performance and recommends corrective actions to address schedule, budget, scope, quality, or performance concerns.
Cross-Functional Leadership and Stakeholder Management- Leads cross-functional coordination among product, operations, technology, finance, communications, consultants, vendors, and partner agencies to support successful planning, implementation, enhancement, and continuous improvement of FasTrak programs and services.
- Builds and maintains effective working relationships with regional toll operators, partner agencies, vendors, contractors, consultants, and industry organizations.
- Represents BATA in regional, state, and national committees, working groups, and industry forums.
- Leads and mentors assigned staff while directly contributing to strategic analyses, project delivery activities, and operational initiatives.
- Performs other related duties as assigned.
QUALIFICATIONSKNOWLEDGE, SKILLS, AND ABILITIESKnowledge of:- Program, portfolio, and project management principles and practices within complex operational, business, and technology environments.
- Business process analysis, requirements development, operational workflow design, and organizational change management.
- Strategic planning, governance, performance management, and continuous improvement methodologies.
- Contract administration, procurement, negotiation, and dispute resolution.
- Budget development, financial analysis, cost-benefit evaluation, and resource planning.
- Risk management methodologies and techniques for evaluating operational, organizational, and programmatic impacts.
- Tolling operations, customer service center operations, payment processing systems, transportation programs, or comparable transaction-based business environments preferred but not required.
Ability to:- Analyze complex operational, policy, financial, customer service, contractual, and programmatic issues; evaluate alternatives; and develop practical recommendations supporting strategic decisions.
- Independently perform complex analyses and review detailed project, operational, contractual, business, and technical documentation.
- Critically evaluate contractor deliverables, requirements documents, implementation plans, schedules, budgets, testing results, business cases, and operational impacts and provide constructive recommendations.
- Lead high-profile initiatives involving multiple stakeholders, competing priorities, operational constraints, and significant organizational impacts.
- Influence decisions and build consensus among executives, partner agencies, contractors, consultants, technical teams, and operational stakeholders without direct authority.
- Communicate complex program, operational, financial, and policy information clearly through reports, presentations, recommendations, and executive briefings.
- Function effectively as both a strategic leader and hands-on contributor while managing a small team and coordinating cross-functional resources across product, operations, technology, finance, and partner organizations.
- Establish governance frameworks, prioritize competing initiatives, allocate limited resources, and balance organizational, operational, financial, and stakeholder considerations across a complex portfolio of programs and projects.
MINIMUM QUALIFICATIONSAny combination of training and experience that would provide the required knowledge, skills, and
abilities listed. A typical way to obtain the required qualifications would be:
Education and Experience: Equivalent to a bachelor's degree from an accredited college or university with major coursework in
planning, civil engineering, environmental science, business or public administration, or a related
field, and seven (7) years of increasingly responsible professional experience administering
programs in a field related to assignment area.
Applicants with a degree issued by an institution outside the United States who are using that degree to meet the minimum qualifications for the position must have their transcripts evaluated by an academic credential evaluation service and provide proof of equivalency with their application. An evaluation is generally
not required if: 1. The position does not require a degree, 2. You qualify through work experience alone, 3. You hold a professional license or certification that satisfies the educational requirement, or 4. You have another degree earned in the United States that independently satisfies the educational requirement. To ensure a fair and consistent review, any required academic evaluation must be submitted at the time of application so qualifications can be verified before candidates advance in the recruitment process.
IMPORTANT INFORMATIONHOW TO APPLYTo apply for this outstanding opportunity, please use this link:
EMPLOYMENT REQUIREMENTSSuccessful completion of a background check, professional references and the Employment Eligibility Verification Form I-9.
