Sr Manager, Strategic Operations & Partnerships

Job Description

Job Description

JOB SUMMARY:

The Senior Manager, Strategic Operations and Partnerships provides strategic leadership and operational oversight for NTTA's Account Management Services (AMS) function, including customer service operations, commercial account management, sales and outreach activities, collections, and strategic partnerships. This position leads the AMS organization, and is responsible for driving service excellence, revenue growth, operational performance, and workforce development. The role serves as a key relationship manager for commercial customers, fleet operators, government entities, dealerships, Regional Toll Partners, and other stakeholders while supporting NTTA's strategic business objectives. Through strong leadership, process improvement, and stakeholder engagement, the Senior Manager fosters a high-performing, customer-focused organization that delivers exceptional service and long-term business value.

DUTIES, FUNCTIONS, AND RESPONSIBILITIES:

• Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
• In partnership with the Director, provides strategic leadership and operational oversight for NTTA's Account Management Services (AMS) function, ensuring alignment with organizational objectives, customer service standards, revenue goals, and operational priorities. Lead the development and execution of strategies that enhance customer experience, operational efficiency, and program performance.
• Lead and develop the AMS organization. Responsible for the full range of people leadership activities including workforce planning, hiring, onboarding, training, coaching, performance management, employee development, succession planning, and performance evaluations while fostering a culture focused on service excellence, continuous improvement, and business results.
• Assess, develop, and elevate the capabilities of the team identifying skill gaps, implementing targeted development strategies, and building a high-performing team skilled in customer service, business account management, consultative sales, and relationship management. Lead the transformation of the team to deliver exceptional service to commercial, governmental, and other high-value customers while expanding sales, outreach, and business development capabilities.
• Oversee customer service operations and commercial account management activities across customer-facing channels, including call center operations, email support, account servicing, outreach efforts, and stakeholder interactions. Ensure timely, responsive, and high-quality service delivery.
• Drive sales, outreach, and business development initiatives that increase TollTag adoption, expand business partnerships, and support revenue growth. Identify and pursue opportunities with commercial customers, fleet operators, dealerships, leasing organizations, municipalities, and other strategic stakeholders.
• Provide relationship management for key accounts and partners, ensuring exceptional service and long-term engagement with commercial customers, government entities, Regional Toll Partners, and other high-value stakeholders. Serve as the escalation point for sensitive, complex, and politically sensitive customer and stakeholder matters.
• Develop and maintain strategic partnerships with external businesses and organizations, sometimes in partnership with government affairs.
• Oversee commercial account lifecycle management, collections, and revenue recovery efforts, including customer onboarding, account retention, account growth, and delinquency resolution. Ensure customer-focused approaches are utilized to maintain positive business relationships while supporting financial and collection objectives.
• Collaborate with executive leadership and cross-functional teams to identify growth opportunities, improve operational processes, support strategic initiatives, and ensure alignment between customer-facing operations and organizational priorities. Work closely with departments including Government Affairs, Public Affairs, Finance, Revenue Operations, Technology, and Customer Service.
• Direct performance management, operational reporting, and continuous improvement efforts by establishing key performance indicators, monitoring results, analyzing trends, and implementing solutions that strengthen customer service, sales, collections, account management, and operational outcomes.
• Manage departmental budgets, contract administration, compliance activities, and operational controls, including budget planning, forecasting, resource allocation, vendor and contract oversight, and adherence to regulatory and audit requirements. Provide leadership in establishing department goals, objectives, staffing plans, and operational priorities while ensuring effective stewardship of NTTA resources.

SUPERVISORY/LEADERSHIP RESPONSIBILITIES:

• Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to lead customer-facing operations and drive business results in a dynamic, fast-paced environment with changing priorities.
• Skill in leading, coaching, developing, and evaluating employees and leaders while fostering a culture of accountability, service excellence, continuous improvement, and workforce development.
• Knowledge of customer service, contact center operations, account management, sales, business development, collections, and strategic partnership practices.
• Skill in consultative sales, customer relationship management, business development, and strategic partnership cultivation.
• Ability to lead organizational change, implement new initiatives, drive operational improvement, and improve employee, customer, and organizational performance.
• Strong analytical skills with the ability to utilize operational, financial, customer, and performance data to identify trends, solve problems, improve outcomes, and support strategic decision-making.
• Skill in strategic planning, process improvement, project execution, performance management, and effective stewardship of organizational resources.
• Ability to collaborate effectively across departments and influence outcomes with internal and external stakeholders.
• Skill in building and maintaining effective relationships with customers, business partners, community stakeholders, public officials, executives, and employees.
• Skill in handling complex, sensitive, or politically impactful issues with sound judgment, professionalism, diplomacy, and discretion.
• Strong verbal and written communication, presentation, and interpersonal skills, including the ability to prepare reports, present information, and deliver executive-level communications.
• Ability to manage multiple priorities, resolve complex operational and personnel issues, and make sound business decisions.
• Knowledge of supervisory, leadership, workforce planning, performance management, and organizational development principles.
• Ability to represent the organization professionally and effectively before customers, business partners, community organizations, governmental entities, and executive leadership.
• Knowledge of applicable Federal, State, and Local laws, regulations, policies, and operational requirements related to assigned programs and services.

MINIMUM QUALIFICATIONS:

Education:

• Bachelor's degree in Business Administration, Management, Communications, Marketing, Public Administration, Organizational Leadership, or a related field; or four (4) years of relevant professional experience in lieu of the degree, in addition to any other required years of experience for the position.

Years of Experience:

• 8 years of progressively responsible experience in customer service, contact center operations, account management, sales, business development, or related functions. To Include:
• • 3 years Sales experience
• • 4 years of leadership experience managing supervisors, managers, or multi-level teams.
• • Experience leading customer service, call center, account management, sales, business development, or customer operations functions.
• • Experience developing, coaching, and leading teams in customer engagement, consultative sales, relationship management, and service excellence.
• • Experience managing complex commercial accounts, business-to-business relationships, strategic partnerships, or key customer programs.
• • Experience collaborating with senior leadership, executives, and external stakeholders.

Licenses and Certifications Required:

• Valid driver's license or ability to obtain a Texas Class C driver's license within 30 days of hire.

PREFERRED QUALIFICATIONS:

• 10 years of Call or Contact Center (customer service, contact center, account management, sales, business development, or related customer-facing) experience.
• 8 years of leadership experience in a Contact Center (customer operations, account management, or similar environment), including leading organizational change, service excellence, or operational improvement initiatives.
• 5 years of sales, business development, or commercial account management experience including managing complex business-to-business, governmental, or strategic customer relationships.
• Spanish fluency, including verbal, written, and reading comprehension skills.
  

NTTA is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or veteran status.