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Description

Job Title: Assistant Director, Discount & Exemption Plans

Resume Due Date: June 30, 2026

Department: ITS & Tolling/CBDTP

Work Location: 2 BROADWAY

Earnings Potential: $123,294 - $154,117

MTA Bridges and Tunnels reserves the right to remove this posting before the application deadline.
MTA Bridges and Tunnels operates the largest bridge and tunnel network in New York City, managing nine crossings that include seven bridges and two tunnels. Serving more than 336 million vehicle crossings each year, this network connects communities across the five boroughs and supports regional mobility. In addition, MTA Bridges and Tunnels oversees the Congestion Relief Zone, working to ensure safe, efficient travel and a more sustainable urban environment. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.
Telework:
This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.
Job Summary:
The Assistant Director, Discount & Exemption Plans is responsible for the delivery and operational performance of exemption, discount, and non-revenue tolling programs supporting the Central Business District Tolling Program (CBDTP). This role leads end-to-end tolling program operations, including oversight of application intake and eligibility determinations, customer inquiry and dispute resolution, transactions review, operational analytics, and vendor performance management. The incumbent drives policy implementation, system enhancements, and program development initiatives to ensure operational accuracy, regulatory compliance, equity, and an optimal customer experience across all plans.
Responsibilities:

• Manage the day-to-day tolling program operations of CBDTP exemption and discount plans, overseeing the full application lifecycle, including recertifications, and appeals, while ensuring accuracy, timeliness, and compliance with established policies and procedures. Direct operational processing workflows, transaction validations including audits, quality assurance reviews, and controls governing customer plan eligibility and tolling outcomes.
• Direct operational performance of Individual Disability Exemption Plan (IDEP) Assessment Centers, including vendor oversight, performance monitoring, process monitoring, and invoice review/approval.
• Direct resolution of complex customer inquiries, disputes, and claims related to toll charges and transactions, ensuring compliance with operational service standards, customer access requirements and program delivery expectations. Work directly with back-office operations and customer service center vendors to resolve transaction-processing issues, operational discrepancies, and customer plan impacts affecting tolling operations.
• Lead program governance activities, including audits, performance monitoring, and contractor compliance with established policies and service level standards. Serve as liaison across internal teams and customer service providers to investigate issues, align processes, and ensure timely resolution. Analyze operational performance metrics, transaction activity, customer plan utilization, and revenue impact trends, to identify trends, risks, and potential misuse; develop reports and recommend operational and policy improvements.
• Lead implementation of new and revised exemption, discount, and non-revenue tolling programs, including workflow integration, operational readiness activities, business process changes, and post-implementation operational oversight.
• Supervise and develop staff, including assigning work, monitoring performance, providing coaching and feedback, and supporting professional development to ensure effective program delivery.
• Oversee operation of non-revenue tolling programs, ensuring proper controls, tracking, and reporting.
• Performs other duties as assigned
• Complies with all policies and standards
• May be required to work hours outside regular work hours, as applicable
• Observes the work performed by contractors, as applicable
• Reviews invoices and approves them if the work has contractual standards, as applicable
• Addresses performance issues with the contractor when possible, as applicable
• Escalates issues to other parties when needed, as applicable

Education:

• Bachelor's Degree in Arts/Sciences (BA/BS) with concentration in one of the following or related areas: Business Administration, Public Administration, Project Management, Finance or a related field. An equivalent combination of education and experience may be considered.
• Minimum 8 years of full-time professional progressively responsible experience in tolling operations, transportation operations, customer operations, program administration, or a related operational environment
• Minimum 4 years of supervisory or management experience overseeing staff, vendors, and operational performance.
• Proficiency in Microsoft Office
• Strong interpersonal skills - this position will need to partner with other staff members inside and outside of CBDTP and Toll Operations to accomplish project objectives.
• Demonstrated ability with building relationships and working collaboratively with internal and external stakeholders.
• Experience with tolling operations and/or large-scale customer operations and contract oversight
• Strong time management skills - as a project manager, the ability to schedule and plan for this position will need to provide query results within deadlines established for senior management reporting.
• Experience managing high-volume operational programs involving eligibility determinations, compliance reviews, audits, transactions processing, or customer account administration.
• Experience overseeing vendor/contractor performance, including service level monitoring, issue escalation, invoice review, and operational compliance.
• Experience implementing operational policies, business processes, and system enhancements in a regulated or customer-facing environment.
• Experience analyzing operational metrics, performance trends, and financial/revenue impacts to support decision-making and process improvements.

Preferred:

• Master's degree in Arts/Sciences (MA/MS)

• Exposure to NYCSC contract, scope of work, and amendments
• Knowledge of IAG and its role in National Interoperability
• Understanding of B&T's E-ZPass and/or Cashless Tolling programs
• Familiarity with NYCSC Operations

Additional Information:
This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.
Other Information:
Final salary is determined experience, skillset, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.
To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct.
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").
MTA Bridges and Tunnels is governed by the Civil Service Rules and Regulations administered by the Department of Citywide Administrative Services (DCAS).
How to Apply:
For Internal Applicants: Log in to the My MTA Portal, click on the My Job Search tile, select the Careers link, search for the desired position, click Apply, and follow the on-screen instructions.
For External Applicants: Visit www.mta.info, click the "Careers" link located in the footer under the "The MTA" section, then click on "See All Open MTA Positions". Search for the desired position, click Apply, and follow the instructions.
Comprehensive Benefits & Total Rewards Package:
Transportation & Financial Benefits

• Commuting Made Easy - Enjoy a complimentary MTA transportation pass, plus access to tax-advantaged commuter benefits to maximize your savings.
• Premium Health Coverage at Low Cost - Access high-quality individual, family and domestic partner healthcare, dental, vision and life insurance plans.
• Secure Your Future - Build long-term financial security through pension plans and retirement savings accounts designed for eligible employees.

Time Off & Work-Life Balance

• Generous Time Away - Recharge with substantial paid time off and comprehensive holiday schedules that support your personal and family commitments.
• Holistic Support Services - Access our dedicated Work Life Services team and Office of the Chaplains unit for personal guidance and support when you need it most.

Professional Growth & Development

• Learning & Development Program - Advance your career through structured professional development opportunities, skills training, and leadership programs tailored to support your growth within the organization.
• Educational Investment - Pursue your career goals with in-house training and professional development, tuition reimbursement support, and partnerships with educational institutions.

Employee Experience & Community

• Employee Assistance Programs - Comprehensive support services to help you navigate life's challenges with confidence and resources.
• Discounts & Perks - Take advantage of MTA employee discount programs offering savings on products and services.
• Connect & Belong - Join our vibrant Employee Resource Groups to build meaningful connections, share experiences, and contribute to an inclusive workplace culture.

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.