POSITION DESCRIPTION

Title: FARE COLLECTION OPERATIONS MANAGER
Hours:  6:30am – 3:00pm (Must be able to work flexible hours required by a Transit Operations Environment)
 
General Description:
Serve as the Operations Manager for the Virginia Railway Express (VRE) automated fare collection system.  Under the guidance of the Manager of Planning, this position is responsible for making operational decisions regarding the fare collection system, oversight and coordination with the VRE Fare Collection Equipment Maintenance and Revenue Servicing contractor, resolving passenger ticketing issues, and other fare collection service/equipment/engineering issues.

Primary responsibilities include:

• Resolve passenger ticketing issues related to fare collection equipment
• Manage VRE’s ticket office machine (TOM) for internal ticket printing and distribution (e.g., exchanges, special tickets, etc.)
• Track fare collection equipment/ticketing complaints and concerns, analyze equipment error/failure trends and identify corrective actions
• Coordinate daily routine preventative maintenance work with the VRE Fare Collection Equipment Maintenance and Revenue Servicing contractor and assist in prioritizing immediate service issues
• Monitor performance of the Equipment Maintenance and Revenue Servicing contractor technicians; conduct bi-monthly meetings with contractor personnel to discuss maintenance performance and practices
• Coordinate routine software changes to the fare collection system (i.e., holidays, fare changes, etc.) with the Equipment Maintenance and Revenue Servicing contractor
• Develop internal plan for fare collection system maintenance and service quality assurance (QA)
• Review and submit Equipment Maintenance and Revenue Servicing contractor invoices for payment
• Authorize contractor work under the optional/task order provisions of the Equipment Maintenance and Revenue Servicing agreement
• Under the direction of the Manager of Planning, prepare amendments for the Equipment Maintenance and Revenue Servicing agreement annual renewals/amendments
• Coordinate fare collection system maintenance and service activities with the VRE Vendor Liaison and other staff on day-to-day issues
• Coordinate VRE participation in the SmartBenefits program with Commuter Direct and WMATA
• Monitor VRE payment card industry (PCI) compliance status and ongoing compliance requirements
• Stay abreast of new trends and innovations in the field of automated fare collection equipment and technologies (e.g., smart cards, mobile phone technology, credit cards)
• Assist in the identification of technology and agency-specific requirements, procurement and deployment of VRE’s next generation of fare collection equipment

Required Skills:

• Exceptional writing, communication, and organizational skills
• Broad knowledge of automated fare collection technology and the ability to apply technical knowledge to analyze and diagnose existing and future VRE fare collection system engineering, operations and management issues
• Ability to prepare, review and maintain automated fare collection equipment maintenance reports, records and plans
• Ability to interpret and explain fare collection system maintenance and servicing operations, procedures and requirements to staff, management and customers
• Knowledge of, or the ability to rapidly acquire a knowledge of the policies, regulations, internal procedures, etc., governing VRE activities
• Ability to deal effectively and professionally with people in a service-oriented, sometimes stress-filled environment
• Ability to handle multiple projects at one time while remaining detail oriented
• Ability to exercise sound judgment and act independently within general organizational policies and practices

Education/Experience:

• Bachelor’s degree required plus four to six years transit or rail experience
• Direct experience with fare collection operations/engineering/technology/maintenance
• Personal computer proficiency in Microsoft Office and the Internet also required

The statements in this job description are intended to describe the general nature and level of work being performed by incumbent(s) assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.