SUNPASS CUSTOMER SUCCESS MANAGER - 55001547

Requisition No: 846795 

Agency: Department of Transportation

Working Title: SUNPASS CUSTOMER SUCCESS MANAGER - 55001547

 Pay Plan: SES

Position Number: 55001547 

Salary:  $105,060.31 - $123,600.36 

Posting Closing Date: 03/03/2025 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

801 / SUNPASS PROGRAM

ANTICIPATED VACANCY

OPEN COMPETITIVE

SELECTED EXEMPT SERVICE

**This position may be located at the Tolls Data Center in Boca Raton, FL or at the Turnpike Headquarters in Ocoee, FL.***

CONTACT PERSON:  KATHLEEN KIEFER

CONTACT PHONE NUMBER: 561.488.5426

CONTACT EMAIL ADDRESS: KATHLEEN.KEIFER@DOT.STATE.FL.US

ANTICIPATED BI-WEEKLY HIRING SALARY: $4,753.86

SPECIAL REQUIREMENTS:  You may 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 located at 605 Suwannee Street, Tallahassee, Florida 32399, or call (850) 414-5300 for assistance.  

POSITION DESCRIPTION: Supervises employees by spending the majority of the time communicating with, motivating, training, evaluating, planning, and directing employee’s work. This includes approving timesheets and evaluating performance. Communicates on a regular basis with employees both individually and in staff meetings to provide feedback and motivation. In charge of, directs, and manages all operational aspects of the SunPass contact center operations. Ensures service levels are maintained in a consistent manner, contractual performance requirements are being evaluated and met in a consistent basis and Quality of service is evaluated and improved on a regular basis. Manages the relationship and day-to-day activities with the customer service operations vendor to achieve all operational goals. Oversees contracted staff.

Reports to the SunPass Operations Program Director; Provides insight, risk assessment, planning, list of initiatives, and other information as needed to ensure issues are addressed and constant improvement is introduced.  Responsible for the strategic development of the SunPass contact center operations including the identification and implementation of technical, functional and process efficiencies.

Collaborates and coordinates with the Toll Operations team and other departments, including the marketing and communications team to ensure that the message conveyed to customers at the SunPass contact center is up to date, and that it is conveyed clearly and consistent.

Identifies and coordinates escalation of issues and resolution of escalated customer queries. Identifies opportunities for improvement, including potential services or processes that might need to be developed.

Coordinates with the SunPass Quality Assurance team to ensure all areas of the contact center operations are reviewed and evaluated. Ensures actions or opportunities for improvement are captured and implemented.  Ensures coordination and an action plan are established with the SunPass Customer Service Operations vendor.

Identifies and works closely with the SunPass Customer Service Operations vendor and the Tolls Business Intelligence team to develop and maintain appropriate dashboards and reporting needs focusing on daily operations, management oversight and strategic view allowing full visibility of the Contact Center Operations.

Works with the Tolls team to identify and develop initiatives to improve the services provided to our customers by analyzing customer behaviors, customer needs conveyed to the Department through different means, and upcoming trends or technology developments to ensure the Department continues to be the leader in Customer Service in the industry.

KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of project control and cost estimating techniques; Knowledge of the functions and operational characteristics of large scaled operations procedures and systems; Ability to identify and define user task needs; Ability to conduct short and long range project planning studies; Ability to plan, organize and coordinate work assignments; Ability to understand and interpret reports and dashboards; Ability to communicate with technical, operational, functional and business unit teams as well as vendors and end users verbally and in writing; Ability to be a team player; Ability to process information logically and solve problems; Skilled in  Skilled in the use of Microsoft Office Programs; Ability to understand and apply applicable rules, regulations, policies and procedures; Ability to lead and manage professional staff and vendors; Ability to establish and maintain effective working relationships with others; Ability to supervise.

OTHER JOB RELATED REQUIREMENTS: Overnight travel required. Incumbent must be available to work during off-duty hours.

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.