ETC Programs Supervisor

Date: Nov 8, 2022

Location: Middletown, PA, US, 17057

Company: Pennsylvania Turnpike Commission

Posting Start Date:

November 14, 2022

Posting End Date:

November 28, 2022

Position Number:




FLSA Status:

Salaried Exempt


Toll Collection Operations

Salary Grade:


Salary Range:

$76,336.00 - $114,504.00

Employment Type:

Full Time

Building Location:

Central Office Building

Building Street:

700 S. Eisenhower Boulevard

Building City:


Building State:

Pennsylvania (US-PA)

Building Zip Code:


Work Schedule: Flexible Work Options


The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team.  Therefore, this position may be eligible for Flexible Work Options* such as:

  • Hybrid Work - combination of remote and in-person reporting
  • Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days
  • Staggered Work Hours - flexibility to choose from a variety of start/end times

*Some options may require completion of probationary period.  The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options. 


The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”!  Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce.  The PTC operates a 552-mile system used by 192 million vehicles a year.  Together, we are building the highway of the future.  

Job Purpose and Summary

This position is responsible for supervising and coordinating an ETC program area such as Customer Service Operations or Revenue Enforcement & Collections for the Pennsylvania Turnpike Commission (PTC). Incumbents are responsible for the administration of various programs, projects, and special assignments for their assigned program area(s). Work is performed with independence and reviewed by a manager for attainment of program goals, completion of projects, and overall performance. Supervision is exercised over professional staff. 

Essential Functions & Responsibilities

Supervises and provides guidance to staff including performance management, delegation of work assignments, and review of work product.

Supervises the administration of designated ETC programs. Ensures business logic and workflow processes are handled with a lean approach. Identifies potential issues or upcoming needs for change. Reviews reports and productivity. Implements recommendations for program improvements, enhancements, or to address changing business needs. 

Reviews tracking systems to ensure data is up to date and accurate. Reviews and analyzes reports and analysis of data to identify and resolve potentially harmful issues. Develops detailed reporting and recommendations to upper management.

Reviews and develops policies, manuals, and training materials related to ETC programs. Develops business requirements and business processes. Familiarizes employees with policies, procedures and regulations and ensures compliance. 

Develops and implements ETC program goals, objectives, business plans, and priorities; including measures to monitor operations by using informed assumptions and data-driven analysis. 

Supervises toll enforcement collection efforts, payment plan obligations, vehicle registration suspension/restoration processes for the toll enforcement program. 

Reviews and develops detailed analysis and reporting as it related to ETC programs. Ensures responses, reporting, presentations, and/or summaries are presented accurately, professionally, and timely. 

Participates in budget preparations and monitors applicable budgets throughout the fiscal year. Develops operational and financial recommendations to improve efforts. Ensures the proper payment of invoices by the PTC.

Ensures the prompt and accurate response to inquiries, complaints, requests, and concerns from customers, legislators, upper management, consultants, and other PTC employees. Addresses escalated or high-level responses.  

Reviews and approves inventory levels, projections, disposal requests, and replacement requests to ensure adequate transponder inventory levels. Approves shopping carts in the Supplier Relationship Management (SRM) system. 

Reviews PTC intranet and external website content for accuracy and detail. 

Establishes and ensures compliance with contractual and other agreements related to applicable ETC Program areas and other agreements related to applicable ETC program areas. Handles escalated vendor and/or contract issues.

Liaisons with internal and external legal groups and courts as needed. Reviews and coordinates the response to subpoenas, search warrants, and court orders. Ensures responses are professional/accurate and provide relevant facts and information.

Reviews the administration of ETC program applications, forms, requests, and other applicable documents for accuracy and compliance. Liaisons with consultants, employees, contractors, and vendors.

Reviews and approves training materials and training programs to ensure they fit departmental needs. Ensures training requirements are met.

Coordinates and/or participates in PTC special projects as they relate to the designated ETC program area(s). Leads the testing and implementation of system changes. Ensures appropriate support is provided for Customer Service Center and lane testing.

Leads and/or represents the Toll Collection Department in designated committees, meetings, trainings, project teams, and other events.   

Uses situational awareness to anticipate and prevent accidents.

Performs related duties as assigned.


Bachelor’s degree business administration, communications, or related field. Equivalent combination of education and/or experience training may be accepted. 

Six (6) years of experience in business, communications, or customer service. Equivalent combination of education and/or experience may be accepted. 

Proficiency in Microsoft Excel, Word, PowerPoint is required.

Possession of a valid driver’s license. Must obtain and maintain a valid Pennsylvania driver’s license within six (6) months of employment.


Active Listening
Attention to Detail
Customer/Client Focused
Performance Management
Problem Solving/Analysis
Teamwork Orientation
Technical Capacity
Time Management

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Position requires occasional travel and/or fieldwork with exposure to roadway traffic. 

Office environment has low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.  


The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling 717-831-7378.

Nearest Major Market: Harrisburg