Overview We are a law firm specializing in high-volume toll and traffic-related collections on behalf of governmental agencies. We are seeking a Senior Toll Collection Operations Manager with extensive industry experience to lead, optimize, and scale our toll collections operations. This individual will oversee portfolio performance, operational strategy, compliance management, and recovery initiatives while serving as a key point of contact for clients and internal teams.
The ideal candidate will bring strong leadership capabilities, deep knowledge of toll and traffic collections, and a proven track record of improving operational efficiency, staff performance, and recovery rates across large-scale portfolios.
Key Responsibilities- Lead end-to-end operations for large-scale toll collections portfolios, from account onboarding through resolution.
- Develop and execute strategies to maximize recovery rates.
- Oversee and optimize high-volume workflows, including contact campaigns, complaints, disputes, reporting and quality assurance/quality control protocols.
- Ensure full compliance with all client requirements, applicable laws and regulations, including FDCPA and state-specific requirements.
- Analyze portfolio performance, identify trends, and implement data-driven process improvements.
- Manage, mentor, and scale operations staff; establish performance metrics, performance goals and accountability standards.
- Partner with legal teams on complex accounts, disputes, and litigation readiness.
- Evaluate and improve systems, vendor relationships, and operational infrastructure.
Qualifications- 3-10+ years of experience in collections, with direct experience in tolling strongly preferred.
- Proven track record of managing high-volume collection portfolios, improving recovery performance and optimizing collection operations.
- Deep understanding of regulatory and compliance requirements in collections environment.
- Experience working within or alongside law firms, collection agencies, or government contractors.
- Strong leadership experience, including team management and process ownership.
- Advanced analytical skills; comfortable using data to drive operational decisions.
- Excellent client-facing communication and stakeholder management skills.
Preferred Experience- Direct experience with tolling authorities, DOTs, or government collection programs.
- Familiarity with skip tracing, enforcement mechanisms, and escalation strategies in the collection environment.
- Experience implementing or optimizing collections/case management systems.
- Experience optimizing high volume collection operations.
- Background in scaling operations or building processes in a growing environment.
What Success Looks Like- Measurable improvement in the effectiveness of collection operations through enhanced operational processes, improved individual staff performance, and increased recovery rates across portfolios.
- Scalable, efficient operations with clear processes and accountability.
- Strong client relationships and retention.
- Full compliance with all client requirements, applicable laws and regulations, including FDCPA and state-specific requirements.
- A team that is reliable, operates independently and consistently meets performance targets, and instills confidence is Tolls management.
