CUSTOMER ENGAGEMENT & STRATEGIC INITIATIVES MANAGER - 55014626

Customer Engagement & Strategic Initiatives Manager

Join FDOT and be part of the team that works as one to improve safety, enhance mobility and inspire innovation in the Florida transportation system.

The mission of the Florida Department of Transportation is to provide a safe statewide transportation system that promotes the efficient movement of people and goods, supports the state's economic competitiveness, prioritizes Florida's environment and natural resources, and preserves the quality of life and connectedness of the state's communities.

As a OneFDOT team, we serve the people of Florida by providing a transportation network that is well planned, supports economic growth, and has the goal of being congestion and fatality free.

Customer Engagement & Strategic Initiatives Manager / Office of Toll Operations

This position will provide strategic direction, supervise staff, and ensure effective resource allocation to support the department's mission, aligns departmental initiatives with the broader goals of Florida's Turnpike Enterprise, monitors staff performance, and fosters a culture of accountability, collaboration, and continuous improvement.

Through cooperation, coordination and collaboration among the OneFDOT team, you will be contributing to a strong and empowering culture of TRREC : Trust, Relationships, Respect, Empowerment, and Communication.

FDOT encourages our team members to grow through engagement, empowerment, training, and professional development. Through our agency's learning management system, you have access to hundreds of computer-based training and instructor-led courses.

Office of Toll Operations

N Of I-4 on Turnpike, MP 263

Orlando, FL 32835

$95,795.13 - $111,565.74

Department Leadership and Staff Oversight : Direct, supervise, and evaluate the work of the Customer Relations Manager, Strategic Business Development Manager, and other assigned staff. Manage work assignments, staffing levels, and resource allocation to ensure effective coverage across all customer engagement and business development functions. Provide leadership to advance the mission and goals of the Customer Engagement & Strategic Initiatives Department, aligning activities with the broader goals of Florida's Turnpike Enterprise. Monitor performance of managers and staff, ensuring accountability, effectiveness, and adherence to agency policies and standards.

Program and Service Oversight : Oversee the management of customer service and engagement programs, including Quality Ambassadors, SunPass mobile service teams, service plaza operations, sponsorships, and outreach activities. Ensure effective delivery of customer service initiatives and maintain a safe, professional, and customer-focused environment across facilities. Provide guidance on program improvements, ensuring consistency in quality and responsiveness across all customer engagement touchpoints.

Strategic Planning and Business Development : Lead the development and execution of short- and long-term strategic plans focused on enhancing customer engagement, revenue growth, and business development opportunities. Collaborate with the Strategic Business Development Manager to identify, evaluate, and implement new revenue and partnership opportunities. Ensure alignment of customer engagement and business development initiatives with the Enterprise's long-range vision and strategic priorities. Track industry trends and evaluate opportunities to maintain a competitive and innovative approach.

Training, Performance, and Organizational Development : Champion workforce development initiatives, providing leadership and support for training, performance management, recognition, and succession planning. Oversee the implementation of customer service training programs and ensure consistency in delivery across managers and staff. Promote a culture of accountability, collaboration, and continuous improvement.

External Representation and Collaboration : Represent the Department at internal and external meetings, workshops, and industry events to promote the Enterprise's customer engagement and strategic initiatives. Partner with internal departments, external agencies, and stakeholders to advance collaborative efforts, resolve issues, and maximize opportunities.

Knowledge of :

• principles and practices of organizational leadership, management, and supervision
• customer service principles, public engagement, and outreach strategies
• business development and partnership management practices
• marketing, sponsorship, and public relations principles

Skills in :

Ability to :

Other Job-Related Requirements :

This position requires a valid Class E driver license with an acceptable driving record in accordance with the Department's Driver's Record Requirements Policy. An unacceptable driving record is defined as any of the following :

Your driving record will be reviewed and the status of your driver license confirmed.

The State's total compensation package for employees features a highly competitive set of employee benefits including :

For additional benefit information available to State of Florida employees, visit : https : / / www.mybenefits.myflorida.com /

The Florida Department of Transportation values and supports employment of individuals with disabilities. Qualified individuals with disabilities are encouraged to apply. In accordance with Section 110.112, Florida Statutes, and the Florida Department of Transportation's Individuals with Disabilities Affirmative Action Plan, the agency is committed to ensuring affirmative action and equal employment opportunity for qualified individuals with disabilities. Upon request and as appropriate, reasonable accommodations to individuals with disabilities may be provided. Please contact the Florida Department of Transportation's Human Resources Office at (850) 414-5300 for assistance.

The State of Florida is an Equal Opportunity Employer / Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and / or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.