This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12532724

The Illinois Tollway is dedicated to providing and promoting a safe and efficient system of highways while ensuring the highest possible level of service to our customers. Whether it\'s I-PASS, theMove IllinoisProgram, or keeping you safe with our H.E.L.P. trucks, we are committed to delivering great benefits and services to customers.\ \ The Tollway is a user-fee system no state or federal tax dollars are used to support maintenance and operations. Operations are funded by toll and concession revenues.\ \ Under the leadership of the Board of Directors and Executive Staff, the Tollway is committed to achieving the following goals: increase collaboration with regional transportation and planning agencies, promote the regional economy, maintain financial integrity, foster environmental responsibility and sustainability, maintain the safety and efficiency of the Tollway system, further transparency and accountability, enhance customer service, and maintain public trust.\ \ In support of this mission, the I-PASS Field Engagement Manager will be responsible for building/developing relationships within local communities and other stakeholder organizations to further advance our tolling equity initiatives and establish beneficial relationships between the Tollway and its surrounding communities.\

Essential Job Functions

The I-PASS Field Engagement Manager responsibilities include but are not limited to:\ \

• Being directly responsible for developing strategies and leading a team passionate about ensuring education and benefits of Tollway related programs to our local community base
• Building strong and sustained relationships with a diverse range of community partners, including colleges, non-profit organizations, local government agencies
• Developing and implementing outreach programs to increase awareness of Tollway products and services
• Managing a team of IPASS Field Engagement Associates with the goal of improving customer experience and creating engaged customers
• Tracking engagement metrics to assess the effectiveness of your strategies and making improvements, when necessary
• Collaborating with cross-functional teams and stakeholders to identify new opportunities for community engagement
• Having a continued commitment to equity, diversity and inclusion principles and practices
• Maintaining current knowledge/understanding of I-PASS related programs to be able to communicate the benefits of our program to our local customer base

Qualifications

Education (Required)

• Bachelors degree in Business Administration, Public Relations, Communications and/or related field required or five (5) years of demonstrated experience in government, government affairs, public affairs or field engagement/community relations

\ Education (Preferred)

• Masters Degree in Business Administration, Public Relations, Communications and/or related field required or ten (10) years of demonstrated experience in government, government affairs, public affairs or field engagement/community relations
• Fluency in a second language (Spanish, Polish etc.) is desired

\ Skills and Experience (Required)

• Strong performance management skills with proven ability to manage a team to specific measurable targets
• Ability to establish and maintain positive relationships with community leaders, stakeholders and organizations
• Excellent oral and presentation skills, with the ability to fully execute in one-on-one, group and potentially town hall settings
• Ability to proactively identify opportunities/challenges and develop corresponding solutions to better serve our customers
• Demonstrated ability to org nize events, manage projects and coordinate with internal and external stakeholders
• Ability to prioritize multiple projects and work effectively with minimal supervision while adhering to strict deadlines in a fast-paced complex environment
• Ability to work cross functionality with various departments to solve complex problems to improve the customer experience
• Ability to work independently with a high level of initiative, attention to detail and follow through
• Commitment to continuous learning and professional development to stay up-to-date with the latest tolling technology and customer service trends
• Frequent travel to local events within the Chicagoland area, which will include weekend and evening events

Skills and Experience (Preferred)

Experience with Tolling Technology and Customer Relationship Management tools (CRM), such as SAP, Salesforce, etc.

Experience with developing and implementing customer service strategies, policies, and procedures to ensure high-quality service delivery

Experience with program/proje