Senior Project Manager, Discount & Exemption Plans

Department: Tolling Operations • Work Location: 2 Broadway • Job Family/Grade: PPM007 • Resume Due: November 5, 2026

About the role

The Senior Project Manager supports ongoing operation of the Discount & Exemption Plans within the Central Business District Tolling Program (CBDTP). A primary focus is on program operations, customer service improvements, system enhancements, and back-office operations. This role manages complex operational and technology initiatives spanning business requirements, system implementation, customer service operations, and vendor performance management. Working across internal teams, vendors, consultants, and external stakeholders, the incumbent ensures that systems, processes, and services support evolving program requirements, regulatory compliance, operational performance, and customer service objectives.

Responsibilities

• Manage CBDTP Discount & Exemption Plan initiatives and operational improvements.
• Serve as project manager for new and revised program requirements, processes, system enhancements, and other initiatives related to the Discount & Exemption Plans. Coordinate planning, requirements development, testing, implementation, operational readiness, documentation, and stabilization; manage schedules, deliverables, dependencies, risks, and stakeholder coordination.
• Manage operational initiatives and system enhancements supporting the CBDTP Discount & Exemption Plans. Coordinate activities related to plan administration, application processing, customer service, vendor operations, and operational issues, with a focus on process improvements and system enhancements.
• Manage complex operational issues and vendor performance associated with CBDTP Discount & Exemption Plans. Coordinate resolution of escalated customer, toll, and operational issues; monitor vendor deliverables, service requirements, risks, issues, and performance; develop and track corrective actions; and escalate unresolved issues to appropriate stakeholders.
• Analyze operational and program data to support project planning, performance management, and process improvement. Identify trends and improvement opportunities, conduct research on tolling practices and comparable programs, and develop reports, recommendations, and presentations for management.
• Coordinate cross-functional initiatives and support special projects. Work with internal departments, vendors, consultants, tolling agencies, government entities, and other stakeholders on operational and program matters.
• Perform other duties as assigned; comply with all policies and standards; may be required to work hours outside regular work hours as applicable.
• Monitor contractor work, address performance issues, and approve invoices in accordance with contract requirements as applicable; escalate issues to other parties when needed as applicable.

Qualifications

Required:

• Bachelor’s Degree in Arts/Sciences (BA/BS) with concentration in Business Administration, Public Administration, Project Management, Finance, or a related field. An equivalent combination of education and experience may be considered.
• Minimum 7 years of satisfactory full-time professional experience in program/project management, operations, systems implementation, or a related field.
• Minimum 3 years in a management or supervisory role in a large, multi-faceted organization.
• Proficient computer skills (Windows environment, Microsoft Office, PeopleSoft, Oracle, etc.) and strong business administrative skills (presentations, report and letter writing, time management, etc.).
• Demonstrated ability to communicate effectively with key internal and/or external stakeholders.
• Strong interpersonal skills with the ability to interact with internal departments and outside agencies.
• Strong organizational and time management skills with the ability to plan, organize, and manage multiple tasks and meet deadlines in a fast-paced and evolving environment.

Preferred:

• Exposure to NYCSC contract, scope of work, and amendments.
• Knowledge of B&T's Open Road Tolling (ORT) and E-ZPass policies and procedures.
• Familiarity with NYCSC Operations.
• Knowledge of CBDTP Back Office, exemption, or discount programs.

Pay

Earnings Potential: $93,715–$117,144. Final salary is determined on experience, skillset, and alignment with compensation practices; the posted range reflects expected compensation and may be updated as market or business needs evolve.

Schedule

Telework eligible: currently one day per week. New hires are eligible to apply for telework 30 days after their effective date of hire.

Benefits

• Transportation & Financial Benefits: Complimentary MTA transportation pass; tax-advantaged commuter benefits; premium health coverage at low cost (individual, family, and domestic partner healthcare, dental, vision, and life insurance); pension plans and retirement savings accounts for eligible employees.
• Time Off & Work-Life Balance: Generous paid time off and comprehensive holiday schedules; dedicated Work Life Services team and Office of the Chaplains for personal guidance and support.
• Professional Growth & Development: Structured professional development opportunities, skills training, and leadership programs; in-house training, tuition reimbursement support, and partnerships with educational institutions.
• Employee Experience & Community: Comprehensive Employee Assistance Programs; MTA employee discount programs; Employee Resource Groups for building connections and fostering an inclusive workplace culture.