Class Code: OA121
FLSA Status: Exempt

Revenue Account Program Manager

Bargaining Unit: Management

DEFINITION:

Under general direction of Chief Financial Officer and/or Deputy Finance Director, the Revenue Account Program Manager plans, develops, organizes, manages, evaluates, and implements fares programs and revenue services; manages fare media and systems projects; performs accounting, financial analysis, and bookkeeping to support Santa Cruz METRO financial function, processes, and Ticket and Pass Sales Program; and performs other related work as required.

DISTINGUISHING CHARACTERISTICS:

This is a program management classification responsible for managing and directing fare programs and revenue services including evaluating existing revenue structure, processes, and systems and recommending and implementing improvements, creating and/or updating policies and procedures, and implementing new fare and revenue collection systems. The position manages a complex and multi-disciplinary program that involves contact inside and outside of the agency and the ability to manage multiple stakeholder interests and requires a high level of technical expertise and acumen in support of management and/or Board priorities, strategic initiatives, and directives. The work involves a high-level of problem-solving requiring analysis of unique issues or increasingly complex problems without precedent and/or structure and formulating, presenting, and implementing strategies and recommendations for resolution. Work assignments are typically given as broad, conceptual ideas and directives and the incumbent is accountable for overall results and responsible for developing guidelines, action plans, and methods to provide deliverables and services on time and within budget.

This position reports to the Chief Financial Officer and/or Deputy Finance Director; and may receive direction from the Customer Service Manager.

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

The duties listed below represent the various types of work that may be performed. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class.

  • Plans, manages, evaluates, and implements fare programs and revenue services across the agency. 
  • Leads the development and standardization of procedures and methods to improve and continuously monitor the efficiency, security, and effectiveness of fare revenue operations and service delivery methods and procedures in order to maximize funding and efficiencies and minimize costs and threats of fraud or theft; evaluates and monitors operations, revenue streams and fare structure, collection processes, and fare media and platforms; conducts studies and analyses, identifies opportunities for improvement, evaluates alternatives, develops recommendations, and implements changes; makes decisions affecting METRO’s fare pricing, cash collection, and system changes.
  • Recommends and implements program goals and objectives, policies, procedures, work standards, and internal controls. 
  • Plans, manages, and implements fare media and systems projects including design, testing, installation, and maintenance; defines project requirements, methods, and end objectives in consultation with vendors and end users; develops and manages project budgets; develops concept documents, internal controls, and process documentation; coordinates project activities with vendors, contractors, consultants, and other Santa Cruz METRO departments.
  • Serves as system administrator for assigned systems, including generating reports and setting up, updating, and maintaining access rights to users and user groups.
  • Analyzes and identifies variances and problems in fare and revenue collecting equipment; coordinates maintenance and upgrade of equipment; maintains and stocks change and ticketing machines.
  • Performs accounting, financial analysis, and general support functions for Santa Cruz METRO’s Ticket and Pass Sales Program including balancing and reconciling Ticket Vending Machine (TVM) sales, counting and depositing TVM revenue, ordering change to refill machines, and providing TVM revenue information to the Finance Department, lost credit reports to the Customer Service Department, and reporting all technical issues to the Fleet Department. 
  • Coordinates directly with the Customer Service Director on developing and implementing revenue and ticketing systems, equipment, and procedures and providing training to customer service staff. 
  • Develops assigned budgets including providing analysis of types of sales and trends in sales and customer preferences. 
  • Delivers Santa Cruz METRO tickets and passes to ticket agents and vendors; reconciles ticket stock and collects payments for tickets and passes sold.   
  • Processes, tracks, and reconciles ticket and pass requests received via online sales, mail order, and discounted pass requests (bulk purchases). 
  • Prepares and makes bank deposits for collected revenues, provides weekly summary deposit recaps of all ticket and pass sales to the Finance Department, assists in audits, resolves technical and reporting issues, and ensures security and compliance with established financial controls including ensuring cash is handled in dual custody and protection and security of fare media.
  • Coordinates weekly cash pickups and communicates with the vendor in case of process disruptions, changes in pickup schedule or location, and discrepancies in the value of the weekly pickups amounts and bank deposits.  
  • Provides periodic updates to senior staff and Board of Directors on revenue service outcomes and changes to processes and systems.
  • Maintains various records and information related to ticket and pass sales including sales reports, deposit slips, receipts, invoices, and other documents; compiles data and prepares reports on sales revenue, cash receipts, and other program activities; analyzes and streamlines multiple revenue streams and fares; develops new or ad hoc reports as requested by management. 
  • Performs various office support duties including answering phones and providing information to employees and the public, maintaining inventories and ordering supplies, and typing memoranda, letters, reports, contracts, purchase orders, statistical data, specifications, and other documents as directed.
  • Interprets laws, regulations, and policies to determine relevancy to fare program and revenue services; affirms program compliance or recommends measures to ensure compliance with laws and regulations.
  • Prepares a variety of administrative, financial, and technical reports, as well business correspondence and presentations; presents reports and to internal and external stakeholders and the Board of Directors.
  • Serves as a resource by providing consultation and guidance to staff and management with respect to fare programs and revenue services delivery or operational effectiveness issues.
  • Stays informed of existing and emerging fare and revenue collection strategies, systems, and equipment. 
  • Operates standard office equipment and utilizes standard business computer software in performing job tasks.
  • Drives a Santa Cruz METRO vehicle to perform assignments. 
  • Performs as a hands on “working” manager. 
  • Performs related work as required. 

EMPLOYMENT STANDARDS:

Knowledge of:

  • Principles and practices of program management including planning, development, implementation, and evaluation.
  • Principles, practices, and techniques related to multi-stream revenue collection, counting, reconciling, processing, and reporting.
  • Financial analysis and management principles including cash management and cash flow related to revenue streams. 
  • Knowledge of Generally Accepted Accounting Principles (GAAP) used by state and local governments; 
  • Principles and practices of general accounting, bookkeeping, and auditing, including Generally Accepted Accounting Principles (GAAP) used by state and local government agencies.  
  • Fare media and systems, equipment, hardware, and software applications used in revenue collections; automated fare systems; and/or alternative card payment systems and applications.
  • Principles and techniques for evaluating revenue streams and fare structures.
  • Fraud and theft control techniques, measures, and internal audit requirements.
  • Principles and practices of project management, including identifying system needs and issues, researching and evaluating technology and the most effective courses of action, and implementing solutions.
  • Principles and practices of vendor relationship management. 
  • Applicable Federal, State, and local laws and regulations and Santa Cruz METRO policies and procedures affecting fare programs and revenue services. 
  • Recordkeeping principles and procedures. 
  • Telephone techniques and etiquette. 
  • Correct English usage, grammar, spelling, punctuation, and vocabulary. 
  • Modern office practices, methods, and computer equipment and applications related to the work.
  • Techniques for providing a high level of customer service by effectively dealing with the public, vendors, contractors/consultants, and Santa Cruz METRO staff.

Ability to:

  • Develop and implement goals, objectives, practices, policies, procedures, and work standards. 
  • Effectively manage and administer fare program and revenue services operations and activities. 
  • Adapt to changes in priorities or resources that impact pre-established timelines and courses of action.
  • Maintain awareness of the functioning and status of multiple work groups or program areas simultaneously.
  • Navigate the organization and its competing priorities for effective program management.
  • Organize, coordinate, and implement revenue services operations and activities. 
  • Research, evaluate, and recommend new service delivery methods, procedures, and techniques related to fare and revenue collection programs. 
  • Perform accounting, financial analysis, and field work with substantial independence, judgment and decision-making, and discretion. 
  • Build financial models, analyze assumptions and trends, and develop and present recommendations and conclusions.
  • Understand the relationship between account records and documents for recording, reconciliation, and reporting purposes. 
  • Plan and manage fare media and systems development, enhancement, and maintenance projects.
  • Principles of public speaking. 
  • Maintain records and control systems with accuracy and attention to detail. 
  • Prepare clear, concise, and complete reports and other written material. 
  • Perform accurate mathematical calculations and financial analyses.
  • Maintain a calm demeanor in stressful situations. 
  • Understand, interpret, and apply all pertinent laws, regulations, codes, and ordinances and Santa Cruz METRO policies and procedures relevant to work performed.
  • Independently organize work, set priorities, meet critical deadlines, and follow-up on assignments.
  • Effectively use computer systems, software applications, and modern business equipment relevant to work performed.
  • Communicate clearly and effectively in both oral and written form in one-on-one and group settings. 
  • Establish and maintain effective working relationships within the department and with other departments, agencies, contractors, consultants, vendors, and the public. 

MINIMUM QUALIFICATIONS:

Any combination of experience and education that would likely provide the required knowledge and abilities is qualifying.  A typical way to obtain the knowledge and abilities would be: 

Education, Training and Experience:

Four-year degree in accounting, finance, economics, or a closely related field from an accredited college or university and four (4) years of professional experience in revenue collection, financial analysis, and/or accounting experience. Experience in a public agency is desirable.

LICENSES AND CERTIFICATES:

A valid California Driver’s License will be required at the time of appointment and throughout employment.

SPECIAL REQUIREMENTS:

  • Driving record will be reviewed as part of the application process.

PHYSICAL AND MENTAL DEMANDS:

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands 

While performing the duties of this job, the employee is often required to reach with hands and arms; walk and sit; use finger dexterity, and talk and hear. Work often requires the repetitive use of both hands to grasp and feel objects and use a keyboard. The employee is regularly required to stoop at the waist, kneel, crouch, and stand. Occasional lifting up to 25 pounds unaided may be required. Specific visual abilities required for this job include close vision, distance vision, the ability to see colors and shades, and the ability to perceive depth. 

Mental Demands 

While performing the duties of this job, an employee uses written and oral communication skills; reads and interprets data, information and documents; uses basic math and mathematical reasoning; performs detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work.

Safety: 

Any required Personal Protective Equipment (PPE) will be provided.  

Work Environment: 

The employee works in a standard office environment where the noise level is usually moderate.  May work out in the field when needed.  

OTHER CONDITIONS OF EMPLOYMENT:

  • Must pass a requisite background check. 
  • May occasionally work extended hours or hours outside of the regular schedule.

*Adopted: 09/24/2021

*BOD Approved: 09/24/2021

*Revised: 00-00-00

*Job Family: Professional- Finance