Senior Manager, Paratransit Operations

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

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 View email address on us.fitly.work

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 View phone number on us.fitly.work.

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.