Director, Tolling Services — Navient (Gila, LLC)

Director, Tolling Services
Austin, TX


Founded in 1991, Gila, LLC offers business process outsourcing focusing on revenue enhancement services.  We serve state governments, transportation authorities, municipal government entities and other public entities, using a technology platform that delivers exceptional customer service.  We empower talented employees with advanced technology, data management tools and leading edge business practices to exceed the expectations of our clients.

We’re proud of our people. Navient team members bring passion, commitment, and integrity to our business. We drive results and foster the innovation that makes us an industry leader. Be proud of where you work, be proud of your Career, join Navient.

The Director – Tolling Services is responsible for the management assigned departments and supporting the tolling unit’s growth objectives. The Director, Toll Division Operations is responsible for tactical management and the day-to-day operations in support of key toll contracts. This position will ensure compliance with all contract requirements, rules and regulations governing Tolling Services contracts. The incumbent is responsible for evaluating, developing and implementing operations techniques that will generate higher productivity and revenues and will continually investigate and introduce process improvement measures. This position directs and develops managerial and supervisory personnel.  This position will also be responsible for contributing significantly to business strategy and marketing efforts to support the growth of the entire tolling business, especially in the areas of Customer Service Center (CSC), Back-Office System (BOS), and Image Review (IR) business functions.

Senior Operations Management

  • Oversee program operations for designated tolling clients including Customer Service Center (CSC) and Back-Office System (BOS) functions
  • Drive achievement of revenue and profit objectives
  • Direct day-to-day operations in conformance with program policies and procedures
  • Ensure favorable client relationships to ensure positive client references and to position programs to retain and grow contracted business
  • Ensure coordination and completion of all client and contractual requirements
  • Investigate and resolve client concerns in a timely manner
  • Collaborate with other departments to implement efficiencies and drive productivity through software modifications, streamlined procedures, and innovative approaches to the performance of work

Industry Leadership

  • Represent the company in the tolling industry as a respected point of contact and subject matter expert
  • Interface with senior representatives of toll agencies, competitors, and subcontractor partners, as required
  • Maintain ethical behavior and respectful representation of the company throughout industry interactions

Subject Matter Expertise / Business Development

  • Maintain subject matter expertise in tolling and transportation arena and leverage professional network to identify and develop sales opportunities
  • Support Sales/Marketing team in achievement of growth objectives by actively supporting strategy, presentations, and proposals
  • Create/write/edit content for proposals, presentations, and client performance reports
  • Work closely with sales teams and management group to ensure progress on business development goals
  • Participate in client performance management processes where appropriate/requested
  • Assist clients to achieve long-term operating excellence

Solution Development

  • Leverage domain knowledge and collaborate with other departments, stakeholders, and partners to design and deliver new and enhanced solutions for tolling clients
  • Identify emerging market needs and requirements and help position the company to deliver timely solutions
  • Maintain awareness of competitor solutions and performance
  • Demonstrate core understanding of pricing and cost drivers for various tolling services


  • Bachelor’s degree (Business/Finance/marketing/Communications (or similar)
  • 8+ years senior operations management experience including managing call centers, business processes, achievement of Service Level Agreements (SLAs), and client relationship management
  • Experience managing and consulting in or for large government revenue cycle management companies or tolling agency operations
  • Superior verbal and written communication skills – must be able to communicate in a professional, articulate and clear manner to all levels of client and internal corporate personnel.   Must possess a high level of comfort with leading presentation of status updates and project recommendations and results to executive level client leaders and client/internal corporate teams.
  • Excellent interpersonal and client relationship skills – demonstrated courteous and professional manner and demeanor at all times.  Must have ability to quickly establish client trust and credibility, and maintain positive professional business leadership relationships with senior management, managers, work teams, and departments supporting the business
  • Planning and organization skills – attention to detail and able to use time efficiently and effectively, ability to prioritize and delegate tasks, and possess a high level of self-motivation
  • Strong problem resolution skills – capacity to gather and analyze information rapidly and apply logical judgment and usable conclusions to client problems.   Ability to identify tasks appropriate for delegation and manage appropriately
  • High level of adaptability – must display ability to quickly adapt to changes in work environments, scope of projects, client sponsors and internal corporate requirements
  • Ability to maintain strict confidentiality at all times


  • Business administration experience including responsibility for marketing, sales, finance, business development
  • Government or service center operations experience
  • Transportation related revenue cycle management
  • Excellent verbal, written and presentation communication skills
  • Strong organization and attention to detail
  • Strong problem solving and follow through
  • Strong analytical skills
  • Strong negotiation skills
  • Ability to work under tight deadlines
  • Ability to network and communicate with individuals at all organizational levels
  • Microsoft Office proficiency

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