Department: Charlotte Area Transit System DepartmentSalary: $94,029.00 - $135,167.54 Commensurate with Experience

SUMMARY

The Records & Information Management (RIM) Manager oversees the development, implementation, and maintenance of CATS’ records and information governance program. This position ensures that physical and electronic records are properly created, retained, protected, and disposed of in compliance with Federal, State, and local requirements. The position owns records procedures and system business requirements, Legal provides disclosure and legal-hold guidance, and IT owns technical infrastructure and cybersecurity.
The RIM Manager leads agency-wide efforts to standardize recordkeeping practices, coordinate metadata and file structures within document management systems, and train staff in proper information management procedures. The role also serves as a key liaison between the Quality Assurance Department, Legal Division, and Information Technology to ensure records integrity and accessibility across all CATS divisions.

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.

 

• Serves as MPTA’s primary administrative coordinator for public records requests, managing intake, tracking, clarification, departmental assignments, collection, review coordination, production, and closure.
• Coordinates searches across departments and systems; documents search methods and verifies the completeness of responsive records.
• Communicates with requesters about request scope, progress, record availability, and delivery arrangements.
• Coordinates with Legal on disclosure requirements, exemptions, redactions, disputed requests, and sensitive matters; implements approved disclosure decisions.
• Maintains request logs, correspondence, search documentation, redaction records, and copies of released materials.
• Coordinates preservation of potentially responsive records and implementation of legal holds with Legal, IT, and departmental custodians.
• Establishes procedures and monitors response timeliness, outstanding requests, workload, and production quality.

 

Program Leadership and Policy Development

• Develops, implements, and maintains the agency-wide Records & Information Management (RIM) program in accordance with Federal, State, and local regulations.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. 
  • Serves as MPTA’s primary administrative coordinator for public records requests, managing intake, tracking, clarification, departmental assignments, collection, review coordination, production, and closure.
  • Coordinates searches across departments and systems; documents search methods and verifies the completeness of responsive records.
  • Communicates with requesters about request scope, progress, record availability, and delivery arrangements.
  • Coordinates with Legal on disclosure requirements, exemptions, redactions, disputed requests, and sensitive matters; implements approved disclosure decisions.
  • Maintains request logs, correspondence, search documentation, redaction records, and copies of released materials.
  • Coordinates preservation of potentially responsive records and implementation of legal holds with Legal, IT, and departmental custodians.
  • Establishes procedures and monitors response timeliness, outstanding requests, workload, and production quality.
•  Program Leadership and Policy Development
  • Develops, implements, and maintains the agency-wide Records & Information Management (RIM) program in accordance with Federal, State, and local regulations.
  • Establishes policies, procedures, and retention schedules that govern the creation, maintenance, and disposition of CATS records.
  • Leads periodic reviews and updates of record retention schedules in coordination with division representatives and the City Clerk’s Office.
  • Advises leadership on compliance risks, information governance best practices, and opportunities for modernization.
• Records Systems and Technology
  • Leads development of business requirements for the digital records management system.
  • Directs records inventory, data cleanup, digitization, metadata mapping, and migration from legacy systems, shared drives, and physical repositories.
  • Serves as the system’s business owner, establishing classification structures, retention rules, search capabilities, access requirements, audit trails, and disposition workflows.
  • Coordinates with IT on integrations, security, backup, recovery, and technical administration.
  • Oversees user support, training, system enhancements, and vendor service performance.
  • Oversees metadata structure, file hierarchy, and system configuration for electronic document management systems.
  • Collaborates with Information Technology to automate records classification and filing processes.
  • Coordinates integration between electronic records systems, SharePoint environments, and project document repositories.
  • Ensures appropriate access controls, version control, and archival procedures are maintained across systems.
• Training, Oversight, and Compliance
  • Supervises the work of records staff and records representatives across all divisions.
  • Provides training and technical guidance to employees on records management procedures, retention schedules, and system use.
  • Conducts periodic audits of divisions and contractors to ensure compliance with RIM policies and procedures.
  • Oversees long-term storage, retrieval, and disposition of inactive and archival records.
  • Monitors compliance with legal holds and public records (FOIA) requests in coordination with the Legal Division.
• Program Reporting and Continuous Improvement
  • Develops and maintains performance metrics for RIM compliance and efficiency.
  • Tracks program progress, audit outcomes, and corrective actions.
  • Recommends improvements to policies, systems, and workflows to enhance information accessibility and security.
  • Represents CATS in records management and information governance committees.
• Collaboration and Integration
  • Coordinates with Legal, IT, and Quality Management Systems staff to align RIM policies with broader compliance and data management strategies.
  • Serves as agency subject matter expert on records retention and information lifecycle management.
  • Provides support for document requests and audits associated with FTA reviews, safety investigations, or litigation discovery.
  • Ensures smooth coordination of the eventual transition of the RIM function to the Legal Division.

Core Competencies:

The position requires demonstrated competency in the following areas:

Analytical Thinking and Problem Solving: Ability to evaluate records processes, metadata, system activity, and compliance information in order to identify issues, recognize patterns, and support practical improvements.

• • Looks beyond individual errors to identify process weaknesses or recurring concerns.
  • Uses analysis to support corrective action, workflow improvement, and stronger compliance.
  • Evaluates data and system activity with a structured, evidence-based approach.
  • Supports practical solutions that improve integrity, consistency, and efficiency.

Quality Orientation and Compliance Oversight: Ability to maintain high standards for records accuracy, metadata quality, document control, and compliance with retention and information governance requirements.

• • Reinforces the importance of complete, accurate, and standardized records practices.
  • Applies quality and compliance expectations consistently across audits and reviews.
  • Supports disciplined follow-up on deficiencies, inconsistencies, or control gaps.
  • Helps strengthen agency confidence in records integrity and process reliability.

Technical Systems and Data Stewardship: Ability to work effectively with electronic records systems, metadata structures, dashboards, and related tools in support of records administration, reporting, and quality control.

• • Understands how records systems, metadata, access controls, and reporting tools function together.
  • Applies technical knowledge carefully in support of system reliability and usability.
  • Supports sound configuration, structured data use, and dependable reporting.
  • Adapts to system changes, upgrades, and evolving records technology needs.

Documentation and Process Standardization: Ability to support consistent records practices through clear procedures, organized documentation, and disciplined administrative controls.

• • Helps create and maintain clear, usable procedures and standards.
  • Recognizes the value of standardization in improving consistency and accountability.
  • Produces documentation that supports training, audits, and repeatable work practices.
  • Reinforces structured processes rather than informal or inconsistent practices.

Communication and Cross-Functional Partnership: Ability to communicate technical and compliance-related information clearly and work effectively with Legal, IT, QMS, and departmental users to resolve issues and improve records practices.

• • Translates technical or policy requirements into practical guidance.
  • Builds productive working relationships across functional and technical boundaries.
  • Supports coordinated problem-solving on cross-department records issues.
  • Communicates findings and recommendations in a professional, useful manner.

Accountability and Independent Judgment: Ability to manage assigned records quality work with dependable follow-through and apply sound judgment when addressing priorities, exceptions, and emerging issues.

• Maintains ownership of assigned audits, analyses, and follow-up responsibilities.
• Exercises judgment within established policies and system controls.
• Recognizes when matters require escalation or broader coordination.

• Works independently while maintaining consistency, accuracy, and accountability.

Supervision Given to:

• QA Analyst  / Records Analyst
• Records Clerk

Knowledge of:

• Federal, State, and local laws governing records retention and public records.
• Records management systems, classification structures, and metadata standards.
• Best practices for electronic records preservation, digital archiving, and document control.
• Information security and privacy principles applicable to public-sector data.

Skills in:

• Developing and implementing policies, procedures, and training.
• Managing staff and coordinating agency-wide compliance efforts.
• Using document management software and tools to organize and retrieve records efficiently.
• Analyzing complex data and developing practical process improvements.

Abilities to:

• Lead a multi-division information management program.
• Interpret legal and technical requirements for diverse audiences.
• Maintain confidentiality and handle sensitive data with discretion.
• Communicate clearly and effectively with staff at all organizational levels.

Minimum Qualifications:

·         Bachelor’s degree in Library Science, Information Management, Business Administration, or a related field.

·         Minimum of seven (7) years of progressive experience in records management, archives, or information governance, including at least three (3) years in a supervisory or management role.

·         Experience implementing or managing organization-wide records programs, retention schedules, and document management systems.

Preferred Qualifications:

·         Profession