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Customer Service Representative
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…of friendly, motivated people for the position of Customer Service Representative. As a Customer Service Representative, you will work as part of a supportive team to be the face of U-Haul…
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Project Manager I
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Travel CNA - Certified Nursing Assistant
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Critical thinking, service excellence, and good interpersonal communication skills

I-77 MOBILITY PARTNERS LLC

Toll Operations Analyst

United States

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Job details

Apply by: Mar 31, 2027
Posting language: English
Posted: Nov 3, 2026

Original job description

About us:

I-77 Mobility Partners LLC is financing, developing, designing, constructing, operating and maintaining the 26-mile I-77 Express project as part of a public-private partnership with the North Carolina Department of Transportation. The tolled express lanes run adjacent to the general-purpose lanes on I-77 between uptown Charlotte and Mooresville. I-77 Mobility Partners is responsible for operations and maintenance of all lanes, both express and general purpose, and right of way within the designated project corridor limits.

What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren’t enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

About the Role:

The Operations Analyst assists the Toll Operations Manager in monitoring and supporting day to day operations of the Back Office System, TCS, and ATMS to ensure on-time and accurate billing of toll transactions; facilitate month-end processes with the Toll Service Provider (TSP); analyze and trend the handling of transactions; accurate reconciliation of all revenue; accurate reporting of revenue and traffic; and ensure managed lane customers experience a predictable and reliable experience. The Operations Analyst also actively participates in the implementation and testing of central systems, tracks results and records and escalates system performance issues.

Essential Duties and Responsibilities:

Interact with the TSP ensure a smooth and efficient integration and operation
Monitor the Recon Queue and Dispute Queue volumes, and work with the Image Review Supervisor to
ensure the transactions are cleared by applicable dates
Monitor and trend the disposition reason codes, and escalate as necessary
Facilitate the monthly adjustment and dispute process with the TSP
Establish and ensure adherence to month-end closure timelines with the TSP
Monitor and support accurate and timely transaction processing, submission of toll transactions to the TSP for billing, and oversees accurate transaction rating and closing of rate gaps
Reconcile daily payments of transaction files to disposition files
Monitor System alarm and escalate as needed
Monitor daily TVL files from NCTA and make sure the files are received & processed in timely manner.
Monitor and trend proper system handling of HOV transactions, escalate as necessary, and be able to assist the Customer Support department with customer questions and escalate as necessary
Support day to day operational activities, reporting of traffic and revenue, reporting of image review
team performance and reporting of key performance indicators
Review and/or create operational process and procedure documents, ensuring of accuracy and updating
as necessary and provide support during audits
Report system operational constraints, deficiencies, and defects to the development team.
Use the database and PowerBI to create and review custom reports. Prepare monthly and quarterly
operational reports for upper management
Oversees accuracy of payment files, evaluates and investigates adjustments, and rejections and file
disputes, where required
Oversees the monitoring and reconciliation of payments received and track and report delayed
payments
Oversees accurate transaction rating and closing of rate gaps
Monitor and report on accurate transaction generation at the roadside, timely data transmission, data validation of transactions, and track and analyze TCS and ATMS performance.
Monitor and report on the accurate and timely collection of traffic data
Actively participate in BOS integration test execution and user acceptance test execution
Work with the relevant business groups to develop reporting requirements, manage development, test, and implement.
Review, comment and/or update test plans to support business rules and participate in User Acceptance Testing and Performance Testing
Review of test plans and test evidence documents and ensure that test results adhere to business
processes.
Review and evaluate relevant test plans and test cases to ensure compliance to all operational, technical
and performance requirements and identify operational shortcomings and CDA non-compliance items.
Actively test and trend system performance in assigned areas, and identify and escalate areas of needed
improvement
Perform other job-related duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

Bachelor’s degree in IT, computer science, data analytics, data science, or a related field
0-3+ years’ experience in the field of business analysis and/Software Quality Assurance or experience in the toll industry transaction processing preferred

Professional Qualities:

Excellent analytical skills
Must be able to multitask, problem solve and implement innovative processes within a fast-paced environment
Excellent communication skills
Reporting and documentation skills
Effectively manage tasks, deadlines, and individuals through vendor contracts
Ability to interact with colleagues in a self-managed team structure

Computer Skills:

Must be able to demonstrate computer proficiency, especially as to Microsoft Excel, Word, Outlook and Power Point and other PC based programs
Working knowledge of Microsoft Project and Visio
SQL, Oracle, or other database programs
PowerBI

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet
Occasional travel required; may include air travel
Specific vision abilities required by this job include the ability to adjust focus, as necessary to use a computer
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk and sit

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More about this job

Skills

Reporting
Transaction processing
Customer service
Microsoft Power BI
Regulatory compliance
Certified dental assistant
Computer science
Data analysis
Business analysis
Quality assurance
Analytical skills
Multitask
Communication skills
Documentation
Interact with others
Computer skills
Microsoft Excel
Microsoft Word
Microsoft Outlook
Microsoft PowerPoint
Microsoft Project
Microsoft Visio
SQL
Oracle
Use a computer

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