Assistant Manager of Mobility

GRTC Transit System•Richmond, VA

About The Position

GRTC is deeply connected to the communities we serve, offering opportunities to shape the future of public transit through innovative service designs, major capital projects, and a growing regional network. Every day, our work powers more than 30,000 transit trips and supports mobility for people across the region. With new routes, expanded connections, and a second bus rapid transit line in development to complement the Pulse, our ITDP Bronze Medal-winning flagship system, GRTC continues to expand its role as the backbone of regional mobility. Joining GRTC means being part of a mission-driven team with the chance to make a lasting impact on how people move and connect. ---------------------------------------- SUMMARY: The Assistant Manager of Mobility supports the daily oversight of GRTC’s Microtransit operations and key mobility-related contracts, including CARE Paratransit, CARE On-Demand, and TNC voucher programs. Reporting to the Mobility Manager, this role provides operational leadership, supervises Microtransit Transportation Supervisors, and ensures adherence to service standards, safety protocols, and ADA compliance. Functioning as an operational commander for Microtransit services, the Assistant Manager of Mobility focuses on service delivery, personnel management, operational problem-solving, and performance accountability, while supporting contract administration and acting as a bridge between Mobility leadership and frontline staff. This role ensures continuity of service, coaches staff, escalates issues as needed, and maintains thorough documentation and professional communications.

Requirements

Bachelor’s degree in transportation, public administration, operations management, or a related field preferred; equivalent experience will be considered in lieu of educational requirement.
Minimum of 2–4 years of experience in public transportation operations, dispatch, or workforce supervision.
Knowledge of Microtransit and paratransit operations, service delivery standards, and ADA compliance requirements.
Understanding of operational dispatch systems, scheduling software, trip assignment, and real-time monitoring tools (CAD/AVL, Ecolane, Trapeze, etc.).
Familiarity with transit operations policies, SOPs, and safety protocols.
Working knowledge of personnel management principles, including coaching, accountability, and progressive discipline.
Awareness of vendor and contractor oversight processes, reporting standards, and service performance metrics.
Skilled in operational problem solving, critical thinking, and decision-making under high-pressure situations.
Ability to coach, mentor, and support frontline supervisors and operators while maintaining accountability.
Strong verbal and written communication skills for internal coordination, reporting, and stakeholder interaction.
Ability to analyze operational data, identify trends, and assist in implementing performance improvement strategies.
Skilled in maintaining professional documentation of incidents, service issues, and personnel actions.
Ability to support Mobility Manager in ensuring seamless Microtransit and paratransit service delivery.
Ability to work collaboratively with supervisors, operators, contractors, and internal departments.
Ability to adapt to changing priorities, service disruptions, and operational demands.
Ability to maintain operational oversight, monitor performance, and escalate issues appropriately.
Ability to work varied shifts, including early mornings, evenings, weekends, and holidays as operationally required.

Nice To Haves

Experience overseeing Microtransit, paratransit, or flexible transit service delivery preferred.
Prior supervisory or leadership experience in a transit operations or dispatch environment strongly preferred.
Experience supporting contract administration and vendor coordination preferred, but not required.

Responsibilities

Supervise Mobility Supervisors and operators, managing daily assignments, coverage, and operational issues.
Oversee service delivery to ensure schedules, on-time performance, and safety standards are maintained.
Coach and hold personnel accountable for performance, escalating significant issues to the Mobility Manager.
Serve as the on-duty operational authority for Microtransit shifts, making real-time decisions to resolve service disruptions.
Monitor operator performance metrics (e.g., OTP, missed trips, complaints, safety incidents) and implement corrective actions.
Assist the Mobility Manager with administration of CARE Paratransit, CARE On-Demand, and TNC voucher contracts.
Supports the monitoring of contractor performance, including operator conduct, vehicle readiness, scheduling, and service quality.
Review reports, invoices, complaints, and operational data; escalate issues or recommend corrective actions.
Support compliance assessments, liquidated damages evaluations, and investigations into service or accessibility issues.
Onboard, train, and mentor Microtransit supervisors and operators.
Conduct performance evaluations, administer coaching, and support disciplinary actions within delegated authority.
Promote professional development, continuous learning, and adherence to agency SOPs and policies.
Foster a culture of high performance, accountability, and safety across the Microtransit team.
Collaborate with the Mobility Manager and Bus Operations Managers to align service delivery, training, and reporting standards.
Communicate effectively with supervisors, operators, contractors, and other agency personnel regarding operational changes, issues, or service alerts.
Maintain accurate documentation of incidents, service disruptions, and personnel actions.
Ensure adherence to FTA regulations, ADA requirements, and internal safety protocols.
Monitor daily operations and intervene to correct unsafe practices or service deficiencies.
Participate in audits, service reviews, and corrective action planning for Microtransit and paratransit programs.
Support development and implementation of new mobility programs and service expansions.
Participate in emergency preparedness, equity-focused mobility initiatives, and system-wide operational projects.
Provide input on policies, SOPs, and operational best practices to support organizational goals.
Perform additional duties as assigned to ensure operational continuity, service quality, and contract compliance.