Director Revenue Operations

General Summary :

The incumbent is responsible for the strategy, oversight, and performance of the revenue operations, fare equipment availability, and ensuring accurate, secure and efficient collection of fare revenue across all modes of service. Directs and oversees the activities of supervisory staff and personnel engaged in the service and repair of fare collection equipment, cash processing (count room), revenue dispatching center, revenue collections and oversee key fare payment systems contracts and vendors. Oversees policy execution, Provides strategic leadership in the development and support of future payment system for the agency. Serves as liaison with internal stakeholders in aligning with revenue operations objectives.

Essential Duties and Responsibilities :

Oversees revenue technician staff, count room, and fare equipment mechanics team to ensure high system uptime and high operational efficiency in payment system operations.

Leads in the design, development, and implementation of payment systems or technologies that provide reliable, cost-effective fare payments solutions at reduced maintenance expense; Performs fare systems failure and trending analysis, subsequently developing and implementing corrective action plans;

Manages vendor relationship and fare system contracts administration. Develop service level agreements and monitor contract compliance. Manages vendor invoices and approvals.

Develops performance metrics and monitors ongoing system operational performance and service level agreement. Conduct data analysis on revenue operations key metrics and develop implementation based on trends.

Manages personnel involved in programming, configuration, uptime performance, and security of systems including online, retail outlets, ticket vending machines, fareboxes, mobile application, tap cards, and related payments platforms. Creates an inviting and safe work environment.

Authorizes and verifies requisitions for materials and supplies; Monitors the consumption of materials and supplies; Resolves abnormal usage rates and takes appropriate action to resolve variances;

Ensures appropriate records are maintained related to employee productivity and other documentation related to procedures, accidents, employee conduct, training, and equipment defects including vandalism and abuse. Provides direct support to the Assistant Vice President in the resolution of all departmental issues, both administrative and technical, as assigned and develops roadmap for payment system for the agency.

Directs and oversees the development of capital projects, including direct management of department staff and contractors involved in design, implementation, and issue resolution related to fare collection and cash processing operations.

Leads the development, implementation, evaluation, and revision of policies, procedures, and standards affecting a variety of inter / intra departmental policies and procedures. Perform periodic checks and audits to ensure compliance to defined procedures.

Performs other related job duties as assigned.

Minimum Knowledge, Skills, and Abilities Required :

Note : An equivalent combination of related education and experience may be substituted for the below stated minimums excluding High School Diploma, GED, Licenses, or Certifications.

Bachelors Degree from an accredited college or university in Information Systems, Business Administration, Finance, or related field.

Five (5) years of progressively responsible transportation industry experience to include two (2) years’ experience managing staff including represented workforce that perform maintenance and operations activities. Preferred experience includes extensive project management experience in business and technology solution or capital projects implementation as well as extensive transit experience.

Pass a criminal background investigation and credit history check.

A high level of analytical ability to find solutions to difficult and complex interpersonal, technical, financial, legal, and / or administrative problems.

Pass a physical (medical) examination that includes a drug screen in order to operate DART non-revenue vehicles.

Proficiency on PC and knowledgeable of software applications, including proficiency in Microsoft Office applications to include Word and Excel or other related software applications.

Ability to be dedicated to meeting the expectations and requirements of internal and external customers. Gets first-hand customer information and uses it for improvements in products and services. Acts with customers in mind. Establishes and maintains effective relationships with customers and gains their trust and respect.

Ability to write clearly and succinctly in a variety of communication settings and styles. Can get messages across that have the desired effect.

Ability to step up to conflicts, seeing them as opportunities. Read situations quickly. Good at focused listening. Can hammer out tough agreements and settle disputes equitably. Can find common ground and get cooperation with minimum noise.

Ability to blend people into teams when needed. Creates strong morale and spirit in his / her team. Shares wins and successes. Fosters open dialogue. Lets people finish and be responsible for their work. Defines success in terms of the whole team. Creates a feeling of belonging in the team.

Ability to provide challenging and stretching tasks and assignments. Holds frequent development discussions. Is aware of career goals for each direct report. Constructs compelling development plans and executes them. Is a people builder.

Ability to accurately scope out length and difficulty of tasks and projects. Sets objectives and goals. Breaks down work into the process steps. Develops schedules and task / people assignments. Anticipates and adjusts for problems and roadblocks. Measures performance against goals. Evaluates results.

Ability to use rigorous logic and methods to solve difficult problems with effective solutions. Looks beyond the obvious and does not stop at the first answers.

Working Conditions :

Works in an environment where there is minimum exposure to dust, noise, or temperature. May be moderately exposed to unpleasant working conditions to include dust, noise, temperature, weather, petroleum products, and chemicals while visiting DART's operating facilities, assuming incumbent is observing all policies and procedures, safety precautions and regulations, and using all protective clothing and devices provided.

Note : The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. The statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may perform other duties as assigned.

DART is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace. M / F / D / V

Open until qualified applicants are identified.

JR102731