Department: Charlotte Area Transit System DepartmentSalary: $103,669.00 - $149,023.89 Commensurate with Experience

SUMMARY

The Senior Manager Paratransit Operations reports directly to the Director of Mobility Operations and is responsible for ensuring Transportation business units/functions, staff, and current or future contracted service providers perform in a manner consistent with the requirements and standards defined in CATS’ goals, mission, and vision. Provides hands-on leadership, management, and oversight to ensure high-quality service delivery. Responsible for adherence to Federal Transit Administration (FTA), Americans with Disabilities Act (ADA), and North Carolina Department of Transportation (NCDOT) standards.

Major Duties and Responsibilities:

• Develops and implements work methods, SOPs, policies, and procedures for service effectiveness while delegating the daily workflow of transportation and maintenance staff

• Oversees and manages a team and/or management processes which includes the full range of management duties; recruits, interviews, hires, and evaluates employee productivity through performance reviews

• Motivates, guides, mentors, and assists employees with their development

• Recommends to senior management internal promotion candidates, along with changes including disciplinary actions and terminations of employees in accordance with company policy

• Monitors key performance indicators; vehicle condition and readiness; monitors and evaluates Operations activities: on time performance and missed trips, total work hours; total pay hours; investigates and resolves customer complaints; analyzes accident and road call data; manages revenue/cost data, and other operations and maintenance related functions.

• Develops and maintains a timely and accurate reporting system designed to keep the Director informed of operational progress.

• Directly oversees and monitors day-to-day Transportation operations functions, contracted services and specialists, for quality assurance and quality control, budget adherence, data management, long-range fleet requirements, long-range capital asset plan, operational health of IT systems, and other related functions.

• Provides oversight for equipment and facilities, state of good repair, and vehicle replacement.

• On-call 24/7 and notify Director of accidents and incidents involving CATS customers or employees and of major accidents and incidents.

• Directs and conducts studies, investigations, analyses and prepares verbal and written reports of findings and provides recommendations to senior staff.

• Assists with the planning and oversight of CATS Paratransit activities to ensure appropriate levels of service to the public; determines and implements short/long-term strategies needed to support agency goals and plans.

• Develops and implements strategic business plans focusing on transportation needs in cooperation and coordination with internal/external stakeholders.

• Participates in labor-management meetings to resolve current, and prevent future, employee relations issues.

• Manages and directs the activities of CATS services in compliance with the Americans with Disabilities Act (ADA), providing accommodation to qualified individuals. Assists as needed responding to the Federal Transit Administration (FTA) and Triennial Review auditors.

• Maintains, supports, and promotes a safe work environment. Ensures employees and service providers participate in safety training relative to public safety within the public transit system, contributes to the coordination of Risk Management and SMS functions.

• Contributes to ensuring that the EEO policies and programs are carried out. Exhibit personal and professional integrity consistent with the organizations' vision, mission, and goals.

• Represents CATS at community forums and facilitates presentations on Transportation services while interacting with outside stakeholders and agencies.

• Responsible for Annual Operating Report, National Transit Database Report (NTD), grant oversight and compliance, SMS reporting, and monthly/annual reporting as assigned.

• Other duties and departmental supervisions as assigned.

​Knowledge, Skills and Abilities:

• Demonstrated knowledge and experience in coordinating transit safety and service, field operations, labor relations, staff development, and intense commitment to customer service.

• Demonstrated ability to exercise critical thinking, conduct analysis, budget, develop and implement strategic plans, and allocate business resources in a large organization.

• Ability to effectively organize, access, and produce a wide variety of written materials and formats for different audiences while consistently meeting deadlines.

• Demonstrated strong interpersonal communication skills and ability to inspire, create and establish effective working relationships with peers, staff, and diverse constituents.

• Experience with the development and operation of alternative fixed route service

Minimum Qualifications:

• Bachelor’s Degree in business administration, management, transportation or related field or the equivalent combination of training and experience.

• Requires at least six or more years of experience managing in a transportation operations environment.

​Preferred Qualifications:

• Experience in a multi-modal urban public transit system

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.