Assistant Director of Mobility
Description
Department: Charlotte Area Transit System Department
Salary: $114,294.00 - $164,298.19 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 Assistant Director of Mobility provides operational leadership and coordination for CATS’ non-fixed route mobility services, including paratransit and microtransit programs. Reporting to the Director of Mobility Services, this role is responsible for translating division strategy, service standards, regulatory requirements, and performance expectations into effective day-to-day execution across multiple mobility service functions.
The Assistant Director leads through managers responsible for paratransit transportation operations; paratransit dispatch, eligibility, and reservations; and microtransit service delivery. The position monitors service performance, coordinates resources and priorities across programs, addresses significant operational issues, and drives implementation of service improvements intended to strengthen safety, reliability, accessibility, customer experience, and operational efficiency.
Working within the strategic, fiscal, regulatory, and service direction established by the Director of Mobility Services, the Assistant Director helps ensure consistent management practices and coordinated execution across the Mobility Services portfolio. The role works closely with Operations, Safety, Customer Experience, Planning, Technology, Maintenance, Finance, Procurement, Contracts, and external service partners to resolve issues, implement organizational priorities, and support reliable and responsive mobility service delivery.
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.
Mobility Services Operational Leadership
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Provide operational leadership for paratransit and microtransit service delivery in alignment with priorities, standards, policies, and resource parameters established by the Director of Mobility Services.
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Translate division goals and service expectations into operating priorities, management practices, and measurable performance expectations for subordinate managers.
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Coordinate execution across mobility programs to promote consistent, safe, reliable, accessible, and customer-focused service delivery.
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Maintain awareness of significant operating conditions, service risks, staffing issues, customer impacts, and emerging priorities across the Mobility Services portfolio.
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Provide recommendations to the Director regarding operational needs, resource requirements, service risks, and improvement opportunities.
Leadership of Managers and Organizational Execution
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Direct, coach, and support managers responsible for paratransit field operations, dispatch, eligibility, reservations, and microtransit.
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Establish clear expectations for operational accountability, management follow-through, customer service, workforce performance, and cross-functional coordination.
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Review staffing, supervisory coverage, workload, and operational readiness across assigned functions and address issues requiring coordination across management areas.
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Support manager development, succession planning, workforce capability, and consistent application of organizational leadership expectations.
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Promote effective communication and coordination among managers whose functions contribute to shared mobility service outcomes.
Service Performance and Continuous Improvement
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Monitor key performance indicators and operational results across paratransit and microtransit, including service reliability, trip fulfillment, on-time performance, customer responsiveness, call center performance, productivity, service quality, and other established measures.
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Review performance trends, operational reports, customer feedback, and manager observations to identify service gaps, recurring problems, and opportunities for improvement.
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Lead implementation of operational improvement initiatives involving workflows, service coordination, management practices, technology, staffing, customer interaction, or vendor-supported service delivery.
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Establish follow-up expectations for corrective actions and improvement initiatives and monitor progress toward desired results.
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Support effective use of data and performance information in day-to-day management and resource prioritization.
Paratransit Service Coordination and ADA Execution
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Oversee coordinated execution of paratransit field operations, dispatch, reservations, eligibility administration, and related customer-support functions through subordinate managers.
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Reinforce operational practices that support compliance with ADA paratransit requirements, agency procedures, accessibility expectations, and customer service standards.
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Monitor significant service, eligibility, customer, or compliance issues and ensure appropriate management review, escalation, documentation, and corrective action.
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Coordinate operational preparation and follow-through for audits, reviews, corrective actions, or other oversight activities affecting paratransit service delivery.
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Escalate significant regulatory, policy, or compliance risks to the Director of Mobility Services.
Microtransit Operations and Vendor Performance
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Oversee execution of the microtransit program through the Microtransit Manager, with attention to service reliability, vendor performance, customer experience, technology-enabled operations, and established performance standards.
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Review service performance, demand trends, vendor results, customer feedback, and operational issues affecting microtransit delivery.
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Support implementation of service adjustments, operating improvements, technology changes, and corrective actions within established program strategy and contractual requirements.
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Coordinate with Procurement, Contracts, Technology, Planning, and other internal partners regarding operational issues affecting contracted or technology-supported mobility services.
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Elevate significant vendor performance, contractual, financial, or service-model issues to the Director for strategic or executive-level action.