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Senior Toll Operations Analyst

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JR05255 - JOB_POSTING-3-5528

Posted on 6 March, 2024

Manassas, VA, Virginia (United States of America)

Full time


About us:

In 2016, the Commonwealth of Virginia selected a Cintra-led consortium to finance, design, build, operate and maintain the express lanes on Interstate 66 Outside the Beltway. The project will transform this critical Northern Virginia artery to relieve congestion, improve safety and provide more predictable travel times. The project corridor extends approximately 22 miles along Interstate 66 from the Capital Beltway (I-495) to Gainesville (US Route 29). Once completed, the project will include three toll-free general-purpose lanes in each direction and two express lanes in each direction with a state-of-the-art open-road electronic toll collection system. Expanded transit service, park-and-ride lots and interchange enhancements will further improve travel along I-66. The project will also connect several shared use paths to create more multimodal options. As an innovative and efficient public-private partnership, this project will be completed at a $2.5 billion net savings for the Commonwealth of Virginia.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren’t enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:


The Toll Operations Analyst works with department stakeholders to monitor and optimize system performance/features, provide operational support, review data to support business decisions. Additionally, this person will also assist the Toll Operations Manager with monitoring and supporting day to day operations of the Back Office systems to ensure on time and accurate billing of toll transactions; accurate reconciliation of all revenue; accurate reporting of revenue and traffic; build customer profiles for boosting collections; identify improvements in Toll Collection processes.

Essential Duties and Responsibilities:

  • System improvements Identification and Handling:
    • Analyze operations and propose improvements.
    • Manage system developments with technical team.
    • Review and approve Change Requests.
    • Participate in User Acceptance Testing.
    • Develop system handling and operational procedures for operations team.
  • Incident and Service Request Management:
    • Create and manage incidents with technical team.
    • Review and approve technical solutions proposed.
    • Manage technical team’s KPI reporting.
  • Operational Back Office (OBO) and Commercial Back Office (CBO) Revenue Reconciliation
    • Oversee the validation of daily trip sending reports, payment reports, rejected/disputed transactions, etc. through all three interfaces with VDOT.
    • Validate daily trip processing fee with VDOT and finance.
    • Handle disputed trip/revenue with VDOT.
    • Monitor trips in CBO to review payment status, admin fee collected, time of collect, etc.
    • Monitor and manage 3rd party vendors involved in Revenue collection for Printing and Mailing, DMV look-up, Skip tracing, Delinquent collections, etc.
    • Manage Toll Corrections issued from operations teams.
    • Monitor, Analyze and Report on Toll and admin fee adjustments in CBO.
  • Toll Exempt Handling
    • Manage exempt requests from all internal and external stakeholders in line with applicable code of law.
    • Define and perform routine audits on Toll exempts vehicles.
  • Database Handling, Analytics and Reporting:
    • Support Database management with Technical team.
    • Perform SQL Data Querying, PowerBI dashboard development and other reporting system as needed.
    • Analyzing system database for monitoring transaction and trip lifecycle within the OBO and CBO.
    • Ensure all system are functioning in line with the system design through continuous analytics, stress testing, outlier testing, etc.
    • Analyze OBO data to understand revenue, leakage, tag penetration, Vehicle class statistics, HOV statistics, flag abnormalities in roadside data.
    • Analyze trips and notices within the CBO to understand collection success, admin fee revenues, uncollectible revenues.
    • Analyze Customer information to access best collection strategy, ideal settlement matrix, etc.
    • Define targeted customers for Courts and Early Collections department by analyzing amount due, type of customer, etc.
    • Analyze success from early collection, delinquent collection and court processing.
    • Analyze and propose additional improvement in collections process – additional invoicing stages, pre=notification and collection, etc.
    • Analyze incoming disputes to identify overall system improvement opportunities with goal of reducing incoming disputes.
    • Identify and implement improvements in Dispute handling process to reduce dispute handling time.
  • Video Revenue Collection Support
    • Define targeted customers for Courts and Early Collections department by analyzing amount due, type of customer, etc.
    • Support the team is defining objectives, accessing success, etc.
  • Build monitoring tools for all operational teams to monitor performance, accuracy and identify strategic initiatives.
  • All other tasks as assigned.

Qualifications: (Knowledge Skills & Abilities):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education & Experience:

  • Bachelor’s degree in computer science, Data Science, Industrial Management or a related field
  • 3+ years’ experience in the field of business analysis, project management is preferred.
  • 2+ years’ experience in the toll industry is highly preferred, but not required.
  • Project/Program Management or experience with coordination of multiple teams in a technology systems environment

Professional Qualities:

  • Excellent analytical skills with the ability to be creative in driving new ideas and solutions.
  • Must be able to multitask, problem solve, and implement innovative processes within a fast-paced environment.
  • Excellent communication skills
  • Reporting and documentation skills
  • Facilitation skills to effectively lead coworkers through project deadlines.
  • Ability to interact with colleagues in a self-managed team structure.

Computer Skills:

  • Microsoft Power Platform knowledge and experience, specifically Microsoft Dynamics 365, Power BI, Power Automate, Power Apps are preferred along with SQL capabilities.
  • Experience with Databricks is preferred.

Work Environment & Physical Demands:

  • The work environment characteristics described here are representative of those an employee
  • encounters while performing the essential functions of this job. The physical demands described here
  • are representative of those that must be met by an employee to successfully perform the essential
  • functions of this job. Reasonable accommodations may be made to enable individuals with disabilities
  • to perform the essential functions.
  • The noise level in the work environment is usually quiet.
  • Specific vision abilities required by this job include ability to adjust focus, as necessary to use a
  • computer
  • While performing the duties of this job, the employee is regularly required to talk or hear.
  • The employee is frequently required to stand, walk and sit.

I-66 Express Mobility Partners is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, age, gender, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran status, or military status.

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