Contracted Operations Manager

Job Description

Job Description

NOTE: This position is located in Denton, Texas, and may need to travel to Lewisville offices as needed.

PURPOSE OF JOB

The position is responsible for leading and managing contracted Mobility as a Service (MaaS) / Microtransit and Demand Response (Access Paratransit) programs to expand mobility options beyond traditional fixed-route transit. This role provides high-level contract administration, vendor performance oversight, and operational strategy for ADA and alternative service delivery models. This role leads data-driven decision-making, ensures contractual compliance, and collaborates with executive leadership to develop innovative mobility solutions that improve accessibility and operational performance.

Additionally, the position researches, designs, implements, and administers ADA and alternative transit programs; evaluates contractor performance; recommends service improvements; and ensures the accuracy, consistency, and compliance of contracted service operations. The role strengthens DCTA’s reputation as an innovator in mobility management and fosters collaborative public and private mobility partnerships.

This position performs comprehensive program and contract management, oversees technology platforms supporting MaaS and Paratransit operations, manages eligibility and customer programs, conducts audits, and analyzes system and contractor performance trends. The position works with diverse internal and external stakeholders and prepares high-quality analytic and operational reports to support executive decision making.

ESSENTIAL FUNCTIONS

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.

Strategic Planning & Program Oversight

• Advises executive leadership on mobility strategy, performance, and opportunities for innovation in Accessibility (ADA), MaaS, Microtransit, and Demand Response programs.

• Develops service plans, operational models, and recommendations grounded in data analytics, service trends, and community needs.

• Identifies opportunities to enhance service efficiency, cost-effectiveness, and customer experience.

Contract Administration & Vendor Management

• Provides full-cycle contract administration for multiple service contracts, including scope management, performance monitoring, compliance, and adherence to deliverables and standards.

• Coordinates with contractors to ensure adequate vehicles, operators, and resources for current and future service needs.

• Implements contract controls, conducts audits, evaluates Key Performance Indicators (KPIs), and ensures contractors meet contractual, regulatory, and customer service requirements.

• Leads recurring vendor/contractor meetings to review performance, identify operational issues, resolve problems, and drive continuous improvement.

• Reviews, reconciles, and validates contractor invoices, supporting documentation, and performance payments.

Operational Management & Analysis

• Develops, manages, and interprets operational, financial, and performance data using advanced Excel and data analysis tools.

• Prepares and presents analytics, dashboards, and reports for senior leadership, public boards, and external stakeholders.

• Oversees daily operations and service integration across ADA, MaaS, and Microtransit platforms, ensuring system functionality and service delivery efficiency.

• Serves as subject matter expert for scheduling, dispatching, trip-booking, and customer service software platforms.

Regulatory Oversight & Compliance

• Ensures service delivery aligns with ADA requirements, DCTA policies, and industry standards.

• Oversees ADA eligibility certification, recertification processes, and travel training programs.

• Conducts audits of operational, financial, and performance data; recommends corrective action.

Stakeholder Collaboration & Customer Experience

• Acts as a primary liaison to contractors for customer needs.

• Manages escalated customer service issues in coordination with contractor services ensuring timely, accurate, and customer-centric resolution.

• Represents the agency in public forums, board meetings, and professional events.

Continuous Improvement & Innovation

• Evaluates emerging trends, technologies, and best practices to recommend improvements to service models, processes, and supporting technology.

• Designs, documents, and implements improved workflows, performance dashboards, SOPs, and training tools.

• Supports internal cross-functional initiatives to enhance service delivery and mobility outcomes.

SUPERVISORY RESPONSIBILITIES

Manages an ADA Coordinator/Travel Trainer and Mobility Services Specialist, along with all contract vendors. Counsels, supervises and evaluates the performance of staff; issues disciplinary warnings and assists in grievance procedures. Carries out supervisory responsibilities in accordance with the organization's values, policies and applicable laws. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Where applicable, an equivalent combination of education and experience may be considered in lieu of education/experience listed below.

EXPERIENCE/EDUCATION (where applicable, an equivalent combination of education and experience may be considered)

Must be 21 years of age or older. Bachelor’s degree in Transportation, Business Administration, Public Administration, Operations Management, or a related field. Minimum of five (5) years of progressively responsible experience in transit operations management, contract management, program management, or project management. Minimum of three (3) leading a team/management. Equivalent combinations of education and experience may be considered. Valid Texas Driver’s License or ability to obtain upon hire.

ESSENTIAL KNOWLEDGE & SKILLS

• Public transit operations, paratransit service delivery, and industry practices.

• ADA regulations related to service eligibility, complementary paratransit, and reasonable modification requirements.

• Contract administration, vendor management, and procurement processes for transit service delivery.

• Advanced data analytics, Excel (pivot tables, complex formulas, analysis tools), and visualization platforms.

• Mobility market trends, service planning principles, and operational performance metrics.

• Software systems used in MaaS, Microtransit, or ADA paratransit operations.

• Principles of financial oversight including budgeting, forecasting, and invoice validation.

• Customer service best practices and conflict resolution methods.

• Manage multiple contracts and programs with minimal supervision while meeting organizational goals.

• Analyze complex datasets, identify trends, develop operational insights, and present findings clearly.

• Interpret laws, regulations, contracts, and technical documents.

• Build and maintain strong working relationships with vendors, staff, community partners, and stakeholders.

• Work effectively in dynamic conditions with competing priorities.

• Communicate clearly, concisely, and persuasively in oral and written formats.

• Apply project management practices, develop schedules, track milestones, and manage workflows.

• Resolve operational and customer issues with sound judgment and professionalism.

• Lead process improvement initiatives and implement new service models or technologies.

PHYSICAL ACTIVITIES: Physical activity includes, but is not limited to: on a continuous basis, sit at a desk for long periods of time; board and disembark from transit vehicles in a field environment, move safety through vehicle shop and maintenance areas, intermittently twist and reach office equipment; write or use keyboard to communicate through written means; lift moderate weight; reaching above the waist, reaching below the waist, and reaching waist to shoulder to reach inventory on shelves; talking and hearing when dealing with customers; and observation of transit projects and operations during field work. Occasionally requires kneeling, stooping, crouching, lifting, pushing, and pulling up to 25 lbs. Repeated use of hearing and speech to communicate on telephone, radios, and in person.

Come be a part of an amazing team working to move the people of the 6th largest growing county in the United States!

Additional perks and benefits that accompany full-time employment with DCTA:

• Employee portions of Medical and Dental benefits are 100% paid by the employer.
• If you have utilized a Proportionate Retirement Program in the past, the service time transfers to DCTA’s retirement system, TCDRS. The following systems apply:
• • Texas Municipal Retirement System (TMRS)
  • Employees Retirement System (ERS)
  • Judicial Retirement System of Texas (JRS)
  • Teacher Retirement System of Texas (TRS)
  • City of Austin Employees Retirement System (COAERS)
• Expanding time-off accruals: 12 days of vacation time accrued for the first year, increasing by one day each year, with a max of 17 days annually. Additionally, employees earn 12 days of sick time each year, 4 floating holidays, 9 fixed holidays, and the ability to earn two additional days off through the Wellness Program.
• Regional transit passes (bus and rail) for you and your immediate family.
• DCTA strives to continually improve our Servant Leadership culture. We pride ourselves in having an open, caring, and communicative community of employees, with the drive to help build each other up.
• Flexible dress code: business casual, allowing jeans every day (unless otherwise specified for external/special meetings, events, etc.).
• Extensive Wellness Program, including several opportunities to volunteer with the agency, sporadic lunch and learn events, chair massages, the potential to earn two extra days off each year, and continual efforts to improve wellness throughout the agency.

***DCTA IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER***

Denton County is the 6th fastest-growing county in United States with nearly 950,000 residents, according to the U.S. Census Bureau. DCTA is committed to improving mobility, air quality, economic development and livability in the areas we serve. Since inception, DCTA has accelerated innovative transportation solutions critical to reducing traffic congestion and enhancing air quality, while contributing to strategic growth and development, and improving the quality of life for Denton County residents. DCTA drives a better future for Denton County by getting people where they need and want to go.

Company Description

Denton County is the 6th fastest-growing county in United States with nearly 950,000 residents, according to the U.S. Census Bureau. DCTA is committed to improving mobility, air quality, economic development and livability in the areas we serve. Since inception, DCTA has accelerated innovative transportation solutions critical to reducing traffic congestion and enhancing air quality, while contributing to strategic growth and development, and improving the quality of life for Denton County residents. DCTA drives a better future for Denton County by getting people where they need and want to go.