SUNPASS CUSTOMER JOURNEY SPECIALIST- 55012889

Requisition No: 862830 

Agency: Department of Transportation

Working Title: SUNPASS CUSTOMER JOURNEY SPECIALIST- 55012889

 Pay Plan: SES

Position Number: 55012889 

Salary:  $54,590.05 - $60,000.20 

Posting Closing Date: 10/17/2025 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

801 / SunPass Program

PENDING CLASSIFICATION UPDATE

OPEN COMPETITIVE

SELECTED EXEMPT SERVICE

CONTACT PERSON: Lisa Morgan                                                             

CONTACT PHONE NUMBER: 561-488-5395

CONTACT EMAIL ADDRESS: Lisa.Morgan@dot.state.fl.us

ANTICIPATED BI-WEEKLY SALARY: $2,307.70

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

Our Mission

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state’s economic competitiveness, prioritizes Florida’s environment and natural resources, and preserves the quality of life and connectedness of the state’s communities.

Our Vision

As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.

The Work You Will Do:

SunPass Customer Journey Specialist/Office of Toll Operations/SunPass Program

This position will map and analyze end-to-end customer journeys across all channels (calls/chats, IVR, self-service), identify opportunities for improvement and escalate insights to the Customer Success Manager for action, identify customer-related trends and potential opportunities for operational efficiencies, services, procedures, and processes.

The Difference You Will Make:

Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC: Trust, Relationships, Respect, Empowerment, and Communication. 

How You Will Grow:

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development.  Through our agency’s learning management system, you have access to hundreds of computer-based training and instructor-led courses. 

Where You Will Work:

Office of Toll Operations

7941 Glades Road

Boca Raton, 33434

Annual Salary Range:

$54,590.05 - $60,000.20 

Your Specific Responsibilities:

Maps and analyzes end-to-end customer journeys across all channels (calls/chats, IVR, self-service). Identifies opportunities for improvement and escalates insights to the Customer Success Manager for action.

Identifies customer-related trends and potential opportunities for operational efficiencies, services, procedures, and processes, as well as customer messaging that can further enhance the customer experience and support the department's mission, vision, and values.

Coordinates customer-facing improvement initiatives such as Interactive Voice Response (IVR) call flow optimization, communication updates, ensuring consistency and clarity across all customer touchpoints.

Supports administrative and project management tasks, including meeting coordination, action trackers, documentation, and standard operating procedure (SOP) updates.

Collaborates with Communications, quality assurance (QA), and Training teams as well as vendors and partners to align customer messaging and ensure frontline staff have the correct resources/tools to resolve issues effectively.

Serves in times of emergency to support state response efforts and ensuring continuity of operations.

The Successful Candidate will have the following required Knowledge, Skills, and Abilities:

Knowledge of:

• customer journey mapping, customer experience frameworks, and communications best practices
• contemporary business operations concepts, techniques, and practices

Skills in:

• verbal and written communication
• data collection, documentation, and reporting
• organizational and time management
• Microsoft Office and project management tools (e.g., Asana, Smartsheet, etc.)

Ability to:

• document and improve processes with a customer centric approach
• interpret and consistently apply rules, regulations, policies, and procedures
• develop and interpret performance data and use this data to improve operational effectiveness and efficiency
• present data insights to all levels of management
• manage multiple priorities independently
• collaborate cross-functionally and drive alignment between vendors and

SPECIAL REQUIREMENTS: You will be required to provide your Social Security Number to conduct required verifications. Male applicants born on or after October 1, 1962, will not be eligible for hire or promotion in the Career Service, or appointment in the Selected Exempt Service (SES) or Senior Management Service (SMS), unless they are registered with the Selective Service System (SSS) before their 26th birthday, or have a Letter of Registration Exemption from the SSS.

THE FLORIDA DEPARTMENT OF TRANSPORTATION VALUES AND SUPPORTS EMPLOYMENT OF INDIVIDUALS WITH DISABILITIES.  QUALIFIED INDIVIDUALS WITH DISABILITIES ARE ENCOURAGED TO APPLY.  In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation’s Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities.  Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided.  Please contact the Florida Department of Transportation’s Human Resources Office at (850) 414-5300 for assistance.  

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.