Manager of Microtransit

Department: Charlotte Area Transit System Department

Salary: $94,029.00 - $135,167.54 Commensurate with Experience

Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization. At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

 

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region.

 

Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs.

 

The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it.

SUMMARY

The Microtransit Manager manages CATS’ microtransit program and is responsible for day-to-day program execution, service performance, vendor coordination, technology support, and continuous improvement. Reporting to the Assistant Director of Mobility, this role helps ensure microtransit service is delivered safely, reliably, efficiently, and in a manner that supports customer needs and broader Mobility Services objectives.

This position oversees operational performance, contractor and vendor coordination, service quality, technology platforms, customer-impacting issues, and program reporting. The Microtransit Manager uses service data, customer feedback, and operational observations to identify performance issues, recommend service adjustments, and support implementation of improvements.

The role works closely with internal departments, service providers, technology partners, and other stakeholders to support effective service delivery and integration with CATS’ broader mobility network. The Microtransit Manager also supervises assigned program staff and helps translate Mobility Services priorities into consistent day-to-day program execution.

Major Duties and Responsibilities:

The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.

Microtransit Program Management

• Manage day-to-day administration and operational oversight of CATS’ microtransit service.

• Implement service priorities, operating practices, and program initiatives established by Mobility Services leadership.

• Monitor service delivery and coordinate resolution of operational issues affecting reliability, accessibility, customer experience, or program performance.

• Support implementation of service changes, pilots, operating adjustments, and program improvements.

• Maintain effective coordination between microtransit service delivery and other Mobility Services programs.

Vendor and Service Provider Coordination

• Manage routine coordination with contracted service providers, technology vendors, and other partners supporting microtransit operations.

• Monitor vendor performance against established service levels, contract requirements, operating expectations, and performance measures.

• Identify performance concerns and work with vendors and internal partners to implement corrective actions and service improvements.

• Review service reports, invoices, deliverables, and supporting documentation as assigned.

• Escalate significant contractual, service, safety, compliance, or performance concerns to the Assistant Director of Mobility.

Service Performance and Continuous Improvement

• Monitor key service indicators such as wait times, trip completion, service availability, ridership, cancellations, customer complaints, and other program measures.

• Analyze performance trends, operational data, and customer feedback to identify recurring issues and improvement opportunities.

• Recommend practical adjustments to operating practices, service zones, service hours, customer communication, or related program elements.

• Support performance improvement initiatives and monitor implementation and results.

• Prepare regular reports and summaries regarding program performance, service issues, and improvement activities.

Technology and Systems Coordination

• Coordinate operational use of technology platforms supporting scheduling, routing, dispatching, trip management, reporting, and customer communication.

• Monitor system performance and work with vendors and internal Technology partners to resolve platform issues.

• Support testing, implementation, and adoption of system updates, new functionality, and technology improvements.

• Help ensure program data is accurate, accessible, and useful for operational management and performance reporting.

• Identify technology-related issues affecting service delivery or customer usability and coordinate appropriate follow-up.

Customer Experience and Service Quality

• Monitor customer complaints, feedback, service incidents, and recurring service-quality concerns related to microtransit.

• Coordinate with Customer Experience and service providers to support timely investigation and resolution of rider concerns.

• Help ensure service delivery supports accessibility, professionalism, reliability, and customer-focused service expectations.

• Identify recurring customer experience issues and recommend improvements to communication, procedures, service delivery, or technology.

• Support customer communication related to service changes, pilots, disruptions, or program updates.

Cross-Functional Coordination

• Coordinate with Planning, Customer Experience, Finance, Technology, Procurement, Contracts, Safety, Paratransit, and other internal teams as needed to support microtransit operations.

• Participate in service-planning discussions, operational reviews, project meetings, and implementation activities related to the microtransit program.

• Provide operational input regarding service changes, customer needs, system capabilities, vendor performance, and program requirements.

• Represent the microtransit program in internal meetings and external working sessions as assigned.

• Support community outreach, stakeholder engagement, or public information activities related to microtransit when needed.

Program Administration and Staff Leadership

• Supervise assigned staff and provide direction, coaching, workload management, and performance feedback.

• Support development of program procedures, documentation, operating guidance, and administrative practices.

• Prepare reports, presentations, program updates, budget information, and other materials for Mobility Services leadership.

• Support budget monitoring, invoice review, purchasing, contract administration, grant documentation, and related program requirements as assigned.

• Maintain program records and documentation in accordance with agency requirements.

• Perform other related duties as assigned.

Core Competencies:

The position requires demonstrated competency in the following areas:

Microtransit Program Management: Ability to manage a technology-enabled demand-response program and maintain effective day-to-day service execution.

• Keeps program activities aligned with established service expectations and operational priorities.

• Identifies issues and follows through on practical solutions.

• Maintains accountability for program administration and service performance.

Vendor and Performance Management: Ability to monitor vendor-supported service delivery and reinforce accountability for contractual and operational expectations.

• Reviews vendor performance consistently and objectively.

• Addresses performance concerns through appropriate communication and follow-up.

• Escalates significant issues when additional management action is required.

Data-Informed Problem Solving: Ability to use service metrics, customer feedback, and operational information to identify problems and support improvement.

• Recognizes meaningful trends and recurring service issues.

• Uses available information to develop practical recommendations.

• Monitors whether implemented changes are producing intended results.

Technology and Operational Coordination: Ability to understand and support the technology systems that enable microtransit service delivery.

• Coordinates effectively with technology providers and internal partners.

• Identifies system issues that affect operations or customers.

• Supports reliable implementation and use of service technology.

Collaboration and Communication

Ability to coordinate effectively with service providers, internal departments, staff, and stakeholders.

• Communicates program needs, issues, and performance clearly.

• Builds productive working relationships across functional boundaries.

• Maintains effective follow-through on shared operational priorities.

Supervision Given to:

• Microtransit Program Administrator

• Others TBD

Minimum Qualifications:

• Bachelor’s degree in transportation, urban planning, business administration, public administration, logistics, mobility management, or a related field; or an equivalent combination of education and experience.

• Four (4) years of progressively responsible experience in microtransit, demand-response transportation, transit operations, program administration, vendor management, mobility services, or a related function.

• Experience coordinating or managing service programs involving contractors, vendors, technology platforms, or external service providers.

• Experience monitoring service performance, operational metrics, customer feedback, or service-quality measures.

• Experience coordinating projects, programs, or operational initiatives in a customer-facing service environment.

• Experience communicating and coordinating across multiple departments or functional areas.

Preferred Qualifications:

• Experience in public transit microtransit, mobility-on-demand, paratransit, or another demand-response transportation environment.

• Experience supporting or administering contracted transportation services.

• Experience with scheduling, routing, dispatch, trip-management, or rider-facing mobility technology.

• Experience with service performance analysis, pilot programs, or implementation of new mobility services.

Knowledge, Skills and Abilities:

Knowledge of:

• Microtransit and demand-response service models and operating practices.

• Vendor-supported service delivery and contract performance monitoring.

• Service performance measures and customer experience indicators.

• Scheduling, routing, dispatch, trip-management, and rider-facing technology used in demand-response transportation.

• Public transit service expectations, accessibility considerations, safety practices, and customer service principles.

Skill in:

• Managing day-to-day program activities and coordinating multiple operational priorities.

• Monitoring vendor and service performance and identifying corrective actions.

• Analyzing service data, trends, and customer feedback.

• Coordinating technology-related operational issues with vendors and internal partners.

• Preparing reports, presentations, and program performance summaries.

• Communicating effectively with staff, service providers, leadership, and cross-functional partners.

• Supervising, coaching, and supporting assigned staff.

Ability to:

• Manage a dynamic service program with changing customer and operational needs.

• Balance service quality, customer experience, operational practicality, and program requirements.

• Identify performance issues and develop practical recommendations for improvement.

• Coordinate effectively across departments and external service providers.

• Exercise sound judgment within established policies, contracts, budgets, and program expectations.

• Escalate significant operational, contractual, compliance, or service risks appropriately.

• Manage multiple priorities and maintain effective follow-through.

Working Environment and Physical Demands:

• Works in a combination of office, operational, and community-facing environments.

• Requires regular meetings, site visits, observation of service operations, and use of standard office and mobile communication technology.

• May involve walking, standing, travel between service locations, and participation in meetings or events in a variety of settings.

• May require occasional availability outside normal business hours to support service issues, service changes, pilot activities, special events, or emergency response.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email [email protected]

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.