Mobility & OnDemand Program Manager

Position Summary

Capital Area Transit System (CATS) is seeking an experienced Mobility & OnDemand Program Manager to manage assigned demand-responsive transportation programs, which may include paratransit, microtransit, OnDemand, first/last-mile, and other mobility services.

The Manager is responsible for program performance, customer experience, service quality, operational coordination, accessibility and regulatory compliance, vendor performance, and continuous improvement. The position works closely with Transportation, Dispatch, Planning, Customer Engagement, contractors, and technology providers to deliver dependable, accessible, and cost-effective mobility services that complement CATS fixed-route transit.

Key Responsibilities

• Manage daily performance and service delivery for assigned demand-responsive mobility programs.
• Monitor trip requests, capacity, denials, no-shows, cancellations, on-time performance, productivity, and service quality.
• Coordinate with Dispatch, Transportation, Customer Engagement, contractors, and vendors to resolve operational and customer-service issues.
• Develop and coordinate contingency responses for staffing, vehicle, technology, and service disruptions.
• Ensure assigned mobility programs comply with applicable ADA accessibility requirements, agency policies, and program standards.
• Monitor assigned eligibility, reservation/booking, complaint, appeal, and customer-information processes.
• Promote respectful, reliable, and accessible service for customers with disabilities and other mobility needs.
• Analyze customer feedback and service data to identify recurring issues and implement improvements.
• Manage contractor and vendor performance, service-level expectations, and corrective actions.
• Monitor scheduling, dispatch, booking, fare/payment, mobile, and reporting technology used by assigned programs.
• Support procurement, implementation, testing, and improvement of mobility technology and contracted services.
• Prepare and monitor program budgets, forecasts, performance reports, and management recommendations.
• Analyze cost per trip, passengers per hour, service hours, mileage, demand, denials, overtime, and other performance measures.
• Identify opportunities to improve productivity, resource utilization, customer experience, and service quality.
• Coordinate service changes, outreach activities, and mobility pilot initiatives with Planning, Customer Engagement, and other departments.

Minimum Qualifications

• Minimum of four (4) years of progressively responsible experience in paratransit, demand-responsive transportation, mobility management, transportation operations, dispatch/scheduling, customer transportation services, or a closely related service program.
• Minimum of two (2) years of supervisory, management, or program-management experience involving employees, contractors, vendors, or transportation/service operations.
• Experience monitoring service performance, operational metrics, customer-service processes, or transportation program outcomes.
• Experience working with scheduling, dispatch, reservation, booking, transportation, or related operational technology.
• Experience coordinating or managing contractors, vendors, service providers, or cross-functional operational relationships.
• Working knowledge of accessibility, customer-service, and regulatory requirements applicable to transportation or public-facing services.
• Strong leadership, analytical, communication, conflict-resolution, organizational, and program-management skills.
• Ability to analyze performance data and translate findings into operational improvements.

Preferred Qualifications

• Bachelor’s degree in Transportation, Planning, Public Administration, Business Administration, Operations Management, or a related field, or equivalent relevant experience.
• Public transit, paratransit, microtransit, OnDemand, or other demand-responsive transportation experience.
• Knowledge of ADA complementary paratransit and public-transit accessibility requirements.
• Experience with paratransit or demand-response scheduling/dispatch software and technology.
• Experience managing contracted transportation services and service-level agreements.
• Experience with program budgets, cost analysis, performance dashboards, or transportation performance reporting.
• Experience working in a unionized or public-sector environment.

Capital Area Transit System is an Equal Opportunity Employer.