Job DescriptionThis role will be located out of
Concord, NH.Position SummaryWSP is seeking a highly experienced Tolling Operations Project Manager (PM) to lead the end-to-end management, execution, and delivery of large-scale, mission-critical programs. The Project Manager will serve as the primary point of contact for the client throughout the duration of the contract and will lead all aspects of project planning, execution, governance, and operational transition. This role requires deep expertise in contact/customer service centers, technology delivery, operational integration, public sector contract execution, and multi-vendor coordination.
Project Planning & Coordination- Develop Work Breakdown Structures (WBS), integrated master schedules (IMS), and resource plans
- Coordinate deliverables across internal teams, external vendors, and partners
- Facilitate meetings, document outcomes, and track action items to completion
Project Execution & Monitoring- Oversee execution across design, development, integration, testing, and deployment
- Track progress against scope, schedule, and budget
- Deliver status reports, executive dashboards, and performance metrics
- Ensure alignment with contractual obligations and milestones
Program & Delivery Leadership- Lead cross-functional teams including software, infrastructure, data, QA, and operations
- Manage dependencies between technical and operational workstreams
- Ensure operational readiness and successful go-live
Agile & Tools-Based Delivery- Apply Agile, Waterfall, and hybrid methodologies
- Utilize MS Project, JIRA, and Confluence
- Manage backlog, sprint execution, and release cycles
Risk & Issue Management- Maintain risk and issue logs and mitigation strategies
- Escalate critical issues and manage resolution
- Oversee change control and impact assessments
Stakeholder Management- Serve as primary client contact and escalation point
- Develop communication plans and provide updates to stakeholders
- Ensure alignment of roles, responsibilities, and expectations
Contract, Budget & Financial Management- Support contract negotiation and administration
- Manage budgets, forecasts, and financial controls
- Ensure compliance with contractual and regulatory requirements
Resource & Vendor Coordination- Manage staffing plans, onboarding, and workload balancing
- Oversee vendor performance and subcontractors
- Ensure seamless integration across partners
Quality Assurance & Compliance- Ensure deliverables meet quality standards
- Support audits and compliance reviews
- Enforce PMO, security, and regulatory adherence
KPI, SLA & Operational Performance Management- Establish, track, and drive performance against KPIs and SLAs
- Monitor service levels for customer service and contact center operations
- Implement corrective actions to improve performance outcomes
- Ensure alignment between operational metrics and contractual commitments
Continuous Improvement- Drive continuous improvement across delivery processes
- Apply best practices in program development, implementation, and evaluation
Required Qualifications- Bachelor's degree in relevant field
- 15+ years of relevant experience
- 8+ years of experience managing tolling programs
- Experience in multi-entity, cross-functional delivery environments
- Experience with public sector or regulated environments preferred
- Proven ability to manage complex integrated schedules
- Strong understanding of E-ZPass and interoperability preferred
Required Knowledge & Skills- Strong understanding of Agile, Waterfall, and hybrid methodologies
- Proficiency in MS Project, JIRA, Confluence, or similar tools
- Knowledge of software development lifecycle and system integration
- Experience with budgeting, forecasting, and financial management
- Strong knowledge of contract negotiation and administration
- Understanding of contact center operations and customer service delivery models
- Ability to drive KPI and SLA performance improvements
Certifications (Preferred)- PMP or equivalent
- Agile certifications (Scrum, SAFe, etc.)
- ITIL or equivalent
Key Success Factors- Proven ability to deliver complex programs end-to-end
- Strong leadership and stakeholder management capabilities
- Ability to manage high-risk, high-visibility projects
- Experience delivering within FFP environments
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