Deputy Program Manager - Tolling Customer Service Center

• Prepares and maintains project work plan, scope, schedule and budget, and communicates these to client project team members and management; monitors/manages project production for compliance with scope, schedule, budget and quality objectives and commitments.
• Directs project team compliance with contract terms, monitors subcontractors' progress, performance and compliance with contractual commitments.
• Develops, communicates and manages project quality assurance, administrative procedures, communication guidelines, project deliverable formats and specifications, and progress reporting requirements.
• Oversees financial performance of projects. Monitors schedules, billings and reports; ensures appropriate charging of labor hours, costs and expenses to projects; communicates project progress/status to senior management and alerts them of project production, quality control or financial performance problems.
• Monitors and reports financial status of projects to technical managers.
• Coordinates and participates in project presentations to clients and other external groups.
• Coordinates communications between internal and external associates and client, and between firm and regulatory agencies. Maintains frequent contact with clients and outside agencies as appropriate to determine their respective needs and requirements.
• Supervises other project managers, technical professionals and other design staff including managing weekly project workload and personnel resource forecasting.
• Serves as mentor to project managers and associate project managers.
• Performs such other duties as the supervisor may from time to time deem necessary.

• Project-specific Responsibilities:
• Serves as an extension of client staff, working on a daily basis in the client’s offices.
• Provides coordination, oversight, assistance, and technical support for the deployment and ongoing operation of all toll and CCSS operations and systems.
• Oversees and assists project staff in developing work plans; reviews and approves schedules, budgets, project milestone dates, and work products.
• Supports the development, implementation, and management of contracts and agreements related to toll and CCSS systems and operations. Reviews change orders and the appropriate change order documents.
• Directs consultant staff with respect to operational analysis / inquiries and compliance reviews.
• Makes recommendations to Florida’s Turnpike and the CCSS contractor to improve KPI compliance and operational performance.
• Works in cooperation with the CCSS contractor to resolve issues and make improvements.
• Supports inquiries into CCSS performance and makes recommendations for improvements.
• Replies to ad hoc request for information on operational and performance aspects of the CCSS System.
• Quality assurance - Monitors and enforces compliance with established quality control standards, ensuring that appropriate quality assurance activities are being performed throughout the project.
• Reviews QC plans and periodic QA compliance audits.
• Provides coordination and development of multifaceted responses on program/project/district issues.

• Bachelor's degree in field(s) of practice. Graduate degree preferred. Management coursework and/or MBA a plus.
• This level may be achieved with ten years of experience in project production and technical professional activities, four of these working as a project manager.
• Typical incumbent will have 15-20 years of experience.
• General Engineering Consultant (GEC) experience is a plus.
• Customer Service Center experience a plus.

• Strong overall general project management capabilities.
• Ability to lead and manage a large staff.
• Strong program controls capabilities to manage schedules, budgets, scopes of work, to track progress, and to identify and manage issues.
• Structured, task-oriented individual with strong organizational and time management skills, with ability to work under the pressure of multiple projects.
• Excellent analytical, problem-solving, and decision-making skill.
• Proven interpersonal skills, public speaking and persuasive ability.
• Proven collaborative leadership with effective negotiation, interpersonal and partnering skills.
• Strong, effective technical writing, oral and listening communication skills in English; good public speaking ability to large groups of people.
• Strong project financial management and team management skills.
• Knowledge of production support systems and personal computer proficiency.
• Knowledge of FDOT policies, procedures, and standards is desirable.
• Ability to develop and review policies, methods, practices and procedures.
• Travel may be required.

• Professional Registration in field(s) of practice required, if available.
• Certification as a “Project Management Professional” (PMP) required within one year of assuming this position.

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