Assistant Director, Product Owner Tolling Back Office and Customer Service Center

Assistant Director, Product Owner Tolling Back Office and Customer Service Center

Salary $176,002.11 - $234,498.99 Annually

About Us

The Metropolitan Transportation Commission (MTC) is the transportation planning, financing, and coordinating agency for the nine-county San Francisco Bay Area. MTC is the federally designated Metropolitan Planning Organization (MPO) and the state designated Regional Transportation Planning Agency (RTPA) for the nine-county San Francisco Bay Area. MTC provides services to the Association of Bay Area Governments (ABAG). For more information about MTC, visit .

EQUAL OPPORTUNITY EMPLOYER

The Metropolitan Transportation Commission is an equal-opportunity, non-discriminatory employer. MTC provides all employees and applicants with an equal opportunity in every aspect of the employment experience regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, physical handicap, medical condition or marital status.

Job Description

DEADLINE TO APPLY IS MONDAY, MAY 25, 2026, AT 11:55 PM

IF YOU ARE INTERESTED, PLEASE APPLY IMMEDIATELY

A resume and cover letter are not required with your application, but highly encouraged.

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 ROLE

The Bay Area Toll Authority (BATA) is preparing to replace its tolling Back Office System, which has been in operation since 2014. To advance this initiative, the agency is establishing a dedicated project team responsible for guiding the procurement process and overseeing the delivery of the next generation system by a third-party contractor. The Product Owner (PO) for the FasTrak Program leads the vision, roadmap, and delivery of the Customer Service system (CSS) and Back Office System (BOS) software for the FasTrak Regional Customer Service Center (RCSC), maximizing the value of the system and meeting the needs of BATA and FasTrak customers. This role acts as the voice of customers, users, and business stakeholders, balancing competing needs and gaining consensus.

Responsibilities

Specific duties and responsibilities include, but are not limited to, the following:

• Primarily responsible for working with the vendor and the BATA project team to ensure delivery of a BOS that meets BATA's needs.
• Ensuring that the contractor s software is developed and documented correctly, using best practices to support the future transition of software operations and maintenance to BATA.
• Providing oversight of the contractor s software functional design.
• Providing oversight of the contractor s adherence to software development requirements, standards, and proposal commitments.

Integrating BATA s project staff into the contractor s agreed-upon software design, development, and testing process.

• Evaluating software design documents and issuing the primary recommendation to the Project Manager regarding acceptance.
• Evaluating testing results and issuing the primary recommendation to the Project Manager regarding acceptance, including pass/fail determination.
• Collaborates with BATA management and its contractors to build and maintain a comprehensive product roadmap.
• Discover and guide innovations that add value to the product, enhance customer experience, optimize customer service and operations, and improve financial management.
• Prepare materials for governance/PMO reviews, change orders, readiness assessments, and present metrics and outcomes.
• Collaborate with the contractor to evaluate change requests, assess impacts, and make informed tradeoffs among scope, cost, schedule, and risk.
• Participate in all applicable procurement and program workshops to define and validate system designs and business rules.

Qualifications

KNOWLEDGE, SKILLS, AND ABILITIES

• Experienced with agile software development methodologies and optimization, especially Scrum (roles, ceremonies, artifacts) and software development life cycle (SDLC) including planning and acceptance criteria.
• Demonstrated understanding of the tolling business domain and its typical functional objectives and operational needs
• Experienced with backlog management, including writing and refining epics, features, and user stories.
• Ability to manage vendor and third-party software.
• Experienced in applying UX design principles for complex, high-volume enterprise applications; creating user-centric, intuitive, and accessible user experience.
• Experienced with payment processing (tokenization, fraud controls, chargebacks), and privacy/security practices for personally identifiable information (PII).

MINIMUM QUALIFICATIONS

An appropriate combination of education and experience that has provided the required knowledge, skills and abilities is qualifying. A typical way of obtaining the required qualifications is:

Education: A Master's degree in an appropriate field related to the area of assignment, such as transportation planning, project management, public finance, transportation engineering, economics, business or public administration; and

Experience: Three years of increasingly responsible experience in an appropriate field related to the area of assignment.

A Bachelor's degree in an appropriate discipline and four years of relevant experience is an alternative qualification.

PREFERRED QUALIFICATIONS

Education: A Master's degree in business, project management, information systems, public or business administration, or a related field.

Experience:

• Five years of increasingly complex and diverse tolling system, customer service center operations or other related professional work experience, two years of which having full supervisory responsibility for two or more major programs.
• Agile/Scrum experience, with the ability to write high quality user stories and acceptance criteria, manage backlog prioritization, and support effective release planning. Candidates should have demonstrated experience in customer service operations, CRM and agent desktop design, and workflow optimization.
• Experience working with tolling or transportation systems such as BOS and CSC, along with knowledge of violation processing, image review workflows, and integrations with DMV and collection agency systems.

Applicants with a degree issued from an institution outside the United States must have their transcripts evaluated by an academic accrediting service and provide proof of equivalency along with their application.

THE FOLLOWING ARE AMONG THE BENEFITS OFFERED TO REGULAR FULL-TIME EMPLOYEES OF MTC:

• California Public Employees Retirement System (CalPERS) Pension; requires a contribution from both the employer and employee. Employee contributions are based on your CalPERS membership category: Classic or PEPRA (Public Employees' Pension Reform Act) New. The current contribution rate for PEPRA New members is 7.25% and for Classic members is 7.004% of eligible earnings (as a pre-tax deduction).
• Medical Benefits Insurance through the California Public Employees' Retirement System (CalPERS); premiums are shared between MTC and employee. Employee currently pays 5% and MTC pays 95% of the monthly premium.
• Agency-paid Dental Insurance; dependent coverage shared by the employee and MTC.
• Agency-paid Vision Care Insurance for employees only; dependent coverage is paid in full by employee.
• Agency-paid Life, AD&D, Short-Term and Long-Term Disability Insurance.
• Eleven (11) paid holidays and one (1) cultural holiday per year.
• Thirteen (13) vacation days per year; increases one additional day per year for each year of service, to a maximum of 25 days per year. During the first year, you will accrue 4 vacation hours per pay period (26 pay periods in a year).
• Paid Sick Leave; accrued at one day per month (equivalent to 8 hours a month) with no limit to the amount of sick leave that can be accumulated. Employee may cash out up to 240 hours of accumulated sick leave upon separation from the Agency.
• Personal Business Leave; up to 24 hours per year (pro-rated the first year depending upon date of hire). Then you will receive up to 24 Personal Business hours per calendar year starting January 1st of the following year.
• Transit/Parking Subsidy of up to $340 per month to be used for eligible transit fare and/or associated transit parking fees when commuting to and from work. This monthly non-taxable amount is subject to change and is based on IRS limit.
• Voluntary Deferred Compensation 457 Plans; two vendors to choose from. These optional investment plans enable employees to defer income until retirement. These plans are offered in addition to our defined benefit (pension) retirement plan. Employees may enroll at any time during the year.
• Two voluntary employee-paid pre-tax flexible spending accounts (Health Care and Dependent Care) are available for employees to participate in.
• Voluntary Supplemental Life Insurance.
• Identity & Fraud Protection; available to you and eligible dependents at no cost.

IMPORTANT INFORMATION:

EMPLOYMENT REQUIREMENTS

Successful completion of a background check, professional references and the Employment Eligibility Verification Form I-9.

DISABILITY

The Human Resources Department will make reasonable efforts in the recruitment or skills assessment process to accommodate applicants with disabilities. If selected for an interview or testing, and you require accommodation, please notify the Human Resources Department when confirming your interview or test.

All MTC employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.