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System Operations Manager (WMS03)

By January 19, 2023

Washington State Department of Transportation


Washington State Department of Transportation (WSDOT) is the steward of an integrated, multimodal transportation system that helps to ensure that people and goods move safely and efficiently throughout the state. In addition to building, maintaining, and operating the state highway system, WSDOT operates the largest ferry system in the nation, manages the world’s longest floating bridge, and recently completed the world’s widest tunneling project.


The Opportunity

WSDOT is currently seeking a Systems Operations Manager to support our Toll Division. This position is responsible for the daily operation of the roadside tolling systems and the back-office system (BOS). When issues and challenges are discovered, this position is expected to resolve issues as quickly as possible such that revenue loss and impacts to the customers are minimized. Additionally, this position will need to coordinate with the customer service operations team and make improvements to the processes or system to resolve or improve operations, as well as with the communications, system development, and business administration teams. The successful candidate appointed to this unique position will serve a vital role in support of WSDOT’s mission to provide safe, reliable, and cost effective transportation options to improve communities and economic vitality.

What to Expect

The primary purpose of the System Operations Manager is to ensure that toll trips follow the work processes as designed.


Among the varied range of responsibilities held within this role, the Systems Operations Manager will:

Supervise the Roadside team to ensure that all toll trips are accounted for and properly and timely provided to the back-office for processing.
Supervise the Back-Office team to ensure that all toll trips are received from the roadside and properly and timely assigned to customer accounts or send invoices to those customers.
Supervise the Performance group to ensure that information is provided to the rest of the Toll Division, WSDOT, and our stakeholders to better understand events and processes.
Coordinate with IT to ensure that the systems are safe and protected from threats that may seek to damage to the system.
Along with the Division’s leadership, develop the division’s goals, mission, vision, operating principles, and the overall focus of the Toll Program and assure its success.
Work with Toll Division leadership to develop and implement a strategic, programmatic legislative agenda to advance statewide policies.
Serve as a spokesperson for the department regarding Good to Go! And statewide toll customer service.

To be considered for this opportunity, the following are required:

Current Driver’s License
Ability to manage a complex multimillion dollar budget
Associates degree in Engineering or equivalent education/experience
Knowledge of basic computer systems and communications systems
Knowledge of performance measures and experience monitoring system performance.
Knowledge of statistical analysis methods
It is preferred that qualified candidates also have:

Experience in toll industry, leading operations, customer service and/or government policy, supporting legislative deliberations, agency implementation and measurement/variance reporting.
Understanding of the history and current status of plans for state and regional transportation planning, programming, and funding.
Thorough knowledge of state, regional and federal political priorities and funding cycles, requirements, and practices.
Understanding of toll facilities and a working knowledge of toll collection and enforcement programs.
Knowledge or experience with lean/six sigma
Familiarity with the state legislature and their processes.
Understanding/familiarity of successful business management practices.
Important Notes

Washington Administrative Code (WAC) 357-16-197 mandates that all employees who work for executive cabinet agencies (which includes the Department of Transportation) must be fully vaccinated against COVID-19. Compliance with this mandate is a condition of employment with WSDOT. Exemption may be granted for religious or medical purposes; however, accommodations will be subject to approval based on the essential functions required of the position.
This position offers flexible/hybrid work options
The salary listed includes the legislative approved 5% salary premium for positions in King County.
In addition to base salary, employees may be entitled to other forms of compensation depending on the type, duties, or location of the position. For union-represented positions, more information on other forms of compensation can be found in the applicable Collective Bargaining Agreements. Information on other compensation types for non-represented positions can be found in Chapter 357-28 of the Washington Administrative Code.
The recruiting efforts for this position may be extended beyond the displayed closing date for as long and until a sufficient candidate pool has been established. The Appointing Authority reserves the right to make a hiring decision at any time thereafter. It is to your benefit to submit your application as soon as possible.
WSDOT does not use the E-Verify system. For more information, please visit www.uscis.gov

Work-Life Balance – We offer flexible work schedules that allow you time for your life outside of this excellent opportunity.
Paid Leave – In addition to 12 paid holidays, full-time employees earn up to 25 paid vacation days per year!
Plan For Your Future – WSDOT offers a comprehensive benefits package that includes a variety of healthcare options, and free dental coverage! Employees also have their choice of state retirement programs, and much more. Go to State Benefits for more information.
Tuition Assistance – Permanent employees have several options for assistance with education expenses, including tuition reimbursement programs, government discounts at participating colleges throughout the state, and eligibility for federal student loan forgiveness.
Check out this video to learn more: Why WSDOT?


How to Apply

Applications for this recruitment will be accepted electronically. Your relevant experience may be evaluated to determine salary. Therefore, it is very important that the “Work Experience” portion of the application be completed in as much detail as possible. In order to be considered for this opportunity, please include the following with your online application:
An attached Resume outlining (in reverse chronological order) your experience to date.
An attached Cover Letter that further details your qualifications, and indicates why you believe you are a viable candidate for this role.
Contact information to be included in the “References” section of the online application for a minimum three (3) individuals who can attest to your work performance, technical skills, knowledge base, and job-related competencies.
Please click the “APPLY” button to proceed. Note that you will be prompted to either sign in, or create an account. This step is required in order to submit an application to this opportunity.


WSDOT is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included and empowered to bring unique ideas to the agency. Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, disabled and Vietnam era veterans, as well as people of all sexual orientations and gender identities are encouraged to apply.


Contact us:

For inquiries about this posting, you may contact the assigned Recruiter, Eric Saniatan, at SaniatE@wsdot.wa.gov. Please be sure to reference 22DOT-NWR-0W349 in the subject line.


Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact the listed Recruiter.

To apply for this job email your details to saniate@wsdot.wa.gov

Job Posting Link: Apply for Job