CUSTOMER ENGAGEMENT & STRATEGIC INITIATIVES MANAGER - 55014626

Requisition No: 864334 

Agency: Department of Transportation

Working Title: CUSTOMER ENGAGEMENT & STRATEGIC INITIATIVES MANAGER - 55014626

 Pay Plan: SES

Position Number: 55014626 

Salary:  $95,795.13 - $111,565.74 

Posting Closing Date: 11/07/2025 

Total Compensation Estimator Tool

STATE OF FLORIDA DEPARTMENT OF TRANSPORTATION

JOB POSTING DESCRIPTION

981 / Office of Toll Operations

OPEN COMPETITIVE

SELECTED EXEMPT SERVICE

FULL-TIME

 

CONTACT PERSON: Yasir Mercado

CONTACT PHONE NUMBER: 954-934-1138

CONTACT EMAIL ADDRESS: Yasir.mercado@dot.state.fl.us

ANTICIPATED BI-WEEKLY SALARY: $4,290.99

 

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.

Our Mission

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.

 

Our Vision

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.

 

The Work You Will Do:

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.

 

The Difference You Will Make:

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. 

 

How You Will Grow:

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. 

 

Where You Will Work:

Office of Toll Operations

N Of I-4 on Turnpike, MP 263

Orlando, FL 32835

 

Annual Salary Range:

$95,795.13 - $111,565.74

 

Your Specific Responsibilities:

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, e