Department: Charlotte Area Transit System DepartmentSalary: $132,310.00 - $190,195.04 Commensurate with Experience

SUMMARY

The Innovation and Optimization Manager leads strategy execution, process improvement, and quality governance activities for the Charlotte Area Transit System (CATS) Technology Department. This position establishes and advances organizational practices that improve service delivery, operational efficiency, and technology program effectiveness across enterprise and operational technology environments.

The role oversees technology governance functions including IT service management practices, quality assurance, program coordination, knowledge management, and continuous improvement initiatives. The Innovation and Optimization Manager works across Infrastructure, Applications, and Cybersecurity teams to standardize processes, improve performance outcomes, and support organizational maturity as CATS transitions toward an independent operating model. Working under limited direction, this position exercises broad judgment in designing improvement initiatives, guiding program execution standards, and fostering innovation aligned with organizational goals

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.

Technology Strategy Execution and Optimization

• Translate technology strategy into operational improvement initiatives.

• Identify opportunities improving efficiency, reliability, and service delivery.

• Lead continuous improvement efforts across Technology divisions.

• Evaluate organizational performance metrics and recommend enhancements.

• Promote innovation aligned with operational needs.

IT Service Management Governance

• Oversee adoption and maturity of IT service management practices.

• Establish standards for incident, change, and service processes.

• Guide development of knowledge management practices.

• Ensure consistent service delivery frameworks across teams.

• Promote structured operational accountability.

Quality Assurance and Process Improvement

• Oversee technology quality assurance activities.

• Establish performance and quality measurement practices.

• Support development of standardized documentation and procedures.

• Coordinate process improvement initiatives.

• Promote continuous evaluation of technology outcomes.

Program and Project Governance

• Provide governance oversight for technology programs and projects.

• Establish project management standards and practices.

• Support prioritization and portfolio visibility.

• Ensure alignment between initiatives and organizational strategy.

• Coordinate cross-department program reporting.

Organizational Innovation Enablement

• Encourage adoption of modern practices and tools.

• Evaluate emerging technologies improving service delivery.

• Support experimentation and improvement initiatives.

• Facilitate cross-functional collaboration.

Knowledge and Asset Governance

• Oversee technology knowledge repositories and documentation standards.

• Support lifecycle management of technology assets and licenses.

• Promote transparency and organizational learning.

• Ensure continuity of institutional knowledge.

Collaboration and Organizational Alignment

• Partner with Technology leadership aligning operational practices.

• Serve as internal advisor on process and performance improvement.

• Facilitate coordination across Technology subdepartments.

• Support organizational change initiatives.

Core Competencies:

The position requires demonstrated competency in the following areas

Strategic Process Leadership

Designs and improves organizational systems enabling effective technology operations.

• Establishes scalable practices.

• Aligns processes with outcomes.

• Promotes operational maturity.

Organizational Influence

Leads through collaboration rather than direct authority.

• Builds consensus.

• Facilitates alignment.

• Drives adoption of standards.

Continuous Improvement Mindset

Promotes iterative enhancement of services and practices.

• Uses data to guide decisions.

• Encourages innovation responsibly.

• Advances organizational learning.

Program Governance

Ensures initiatives are structured, measurable, and aligned.

• Promotes accountability.

• Supports transparency.

• Maintains portfolio awareness.

Supervision Given to:

• IT Infrastructure Library (ITIL) Supervisor

• IT Quality Assurance Supervisor (future)

• IT Program Manager

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, Public Administration, or related field.

• Five (5) years progressively responsible experience in technology governance, program management, IT service management, or organizational improvement.

Preferred Qualifications:

• Experience implementing ITIL or service management frameworks.

• Experience managing cross-functional initiatives.

• Experience in public-sector or transportation environments.

• Project or service management certifications (ITIL, PMP, Lean, or similar).

Knowledge, Skills and Abilities:

Knowledge of:

• IT service management frameworks and practices.

• Organizational performance and quality improvement methods.

• Technology governance and program oversight.

• Change management and process design principles.

• Project and portfolio management concepts.

Skill in:

• Facilitating organizational change initiatives.

• Analyzing operational performance data.

• Developing standards and governance practices.

• Communicating across technical and executive audiences.

• Coordinating complex cross-functional efforts.

Ability to:

• Influence without direct authority.

• Balance innovation with operational stability.

• Establish structured yet adaptable processes.

• Lead improvement initiatives across organizational boundaries.

• Translate strategic goals into actionable practices.

Working Environment and Physical Demands:

• Work performed primarily in office environments.

• Frequent collaboration across departments.

• Requires extended computer use and meetings.

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.

HOW TO APPLY

Apply online.

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]

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.