Systems and Technology Manager

DEADLINE TO APPLY IS SUNDAY, NOVEMBER 1, 2026, AT 11:55 PM

FIRST ROUND INTERVIEWS ARE TENTATIVELY SCHEDULED FOR TUESDAY, NOVEMBER 17, 2026

Be ready to rethink your assumptions about the public sector. Dedicated and motivated colleagues? Beautiful, high amenity building for on-site work and collaboration? Flexible schedules and hybrid work options? Yes, yes, and yes!
 

ABOUT THE UNIT

MTC, through the Bay Area Toll Authority (BATA), collects toll funds and uses that money to fund major projects that support bridges, roads, and the Bay Area transportation network. As part of toll collection, BATA manages the regional FasTrak Customer Service Center (CSC), which provides account management services, transaction processing, call center operations, web services, payment processing, customer communications, violation image review, and violation noticing for electronic toll collection at bridges and express lanes throughout the Bay Area. BATA utilizes third-party vendors to operate the CSC and provide the underlying systems, including the phone system, IVR, website, and Back Office System (BOS). 

ABOUT THE ROLE

Under the general direction of the Assistant Director, the Systems & Technology Manager serves as a senior technology leader responsible oversight of the systems, technology vendors, operational performance, and production technology environment supporting the FasTrak program.

 Working closely with business, operations, and technology stakeholders, consultants, contractors, and technology vendors, the Systems & Technology Manager ensures that contractor-operated technology platforms and services effectively support BATA's operational, customer service, revenue collection, and business objectives.

The position serves as BATA's primary technical representative for the Back Office System, supporting technology platforms, and related service providers. Key responsibilities include technology strategy, vendor oversight, operational performance monitoring, incident management, service delivery oversight, technology planning, risk management, and continuous improvement. The position provides leadership to a small team of staff, consultants, and contractors and represents BATA in coordination with regional toll operators, partner agencies, and industry organizations.

Responsibilities of the Systems and Technology Manager include, but are not limited to, the following:

• Provides strategic and operational oversight of contractor-operated technology platforms and services supporting the FasTrak program.
• Oversees system performance, operational reliability, service availability, operational readiness, and continuous improvement of the Back Office System and supporting technology environment.
• Serves as BATA's primary technical representative for contractor-operated systems and technology services.
• Reviews system performance metrics, service-level reporting, operational trends, incident reports, root-cause analyses, corrective action plans, and vendor performance measures.
• Leads system operations, incident management, root cause analysis, operational recovery and implementation of corrective actions to ensure reliable system performance. 
• Directs the development and refinement of business requirements, business rules, operational workflows, and functional solution designs supporting FasTrak’s business capabilities. 
• Support evaluation of proposed system enhancements, technology solutions, and operational improvements to ensure alignment with BATA’s business objectives and operational needs.
• Provides technical leadership throughout planning, design, implementation, testing, deployment and post-implementation transition of major BOS initiatives
• Directs the technical activities of vendors and consultants to ensure successful delivery of technology solutions.
• Reviews technical deliverables, evaluates alternative approaches, resolves complex technical issues, and provides recommendations supporting executive decision making. 
• Monitors production performance, operational trends, customer impacts and service metrics to identify opportunities for continuous improvement. 
• Leads system readiness activities for production releases, maintenance activities, disaster recovery exercises, and business continuity plans. 
• Evaluate processes against system capabilities, perform gap analysis, and identify solutions to meet evolving and emerging program needs.
• Identifies, assesses and mitigates technical risks affecting system performance, security and future initiatives.
• Represents BATA in technical coordination with regional toll operators, partner agencies, consultants, and technology vendors to support interoperability and tolling initiatives. 
• Performs other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge and ability to apply principles and practices related to complex back-office systems, transaction processing, system performance monitoring, technology delivery and system lifecycle management 
• Knowledge of project and program management, strategic planning, risk management contract administration, procurement, negotiation, and dispute resolution within a technical or system environment.
• Ability to analyze complex technical, institutional, financial and programmatic issues; evaluate alternatives and develop practical recommendations supporting strategic decisions. 
• Ability to lead and coordinate staff, consultants, contractors, sand other technical resources including direct reports and cross-matrixed teams
• Ability to establish and maintain effective working relationships with BATA leadership, agency staff, Board members, regional partners, consultants, vendors and other stakeholders.
• Ability to develop and implement system strategies, technology initiatives, business capabilities and continuous improvement efforts consistent with industry best practices.
• Ability to interpret and apply federal, state and local laws, regulations, policies, contractual requirements and technology standards. 
• Ability to communicate complex technical and program information clearly to technical and non-technical audiences through reports, presentation, recommendations and executive briefings. 

MINIMUM QUALIFICATIONS
Any combination of training and experience that would provide the required knowledge, skills, and abilities listed. A typical way to obtain the required qualifications would be:

Education and Experience: Equivalent to a bachelor’s degree from an accredited college or university with major coursework in planning, civil engineering, environmental science, business or public administration, or a related field, and seven (7) years of increasingly responsible professional experience administering 
programs in a field related to assignment area

PREFERRED QUALIFICATIONS

Experience: Tolling and/or transportation program experience preferred but not required.

Applicants with a degree issued by an institution outside the United States who are using that degree to meet the minimum qualifications for the position must have their transcripts evaluated by an academic credential evaluation service and provide proof of equivalency with their application. An evaluation is generally not required if: 1. The position does not require a degree, 2. You qualify through work experience alone, 3. You hold a professional license or certification that satisfies the educational requirement, or 4. You have another degree earned in the United States that independently satisfies the educational requirement. To ensure a fair and consistent review, any required academic evaluation must be submitted at the time of application so qualifications can be verified before candidates advance in the recruitment process.