Director of Mobility Services

City of Charlotte•Charlotte, NC

8d•$129,083 - $161,353

About The Position

We are working with an executive search partner for this recruitment. To be considered, please share your resume and a brief statement of interest with  [email protected]. You’re also welcome to apply through our website so we can keep your information on file. The Director of Mobility Services serves as the executive leader of CATS’ non-fixed route mobility services portfolio, with authority over strategy, performance, compliance, organizational structure, and vendor governance and providing division-level leadership and accountability for paratransit, microtransit, and other demand-response programs delivered through a combination of internal operations and contracted service providers. Reporting to the Chief Operating Officer, this role holds full responsibility for the strategic direction, operational performance, regulatory compliance, fiscal stewardship, and organizational capacity of mobility services. The Director ensures that mobility services are safe, reliable, accessible, equitable, and financially sustainable, and that all programs comply with applicable federal, state, and local requirements, including ADA and Title VI. This position exercises executive judgment over service delivery models, vendor strategies, compliance risk, and resource allocation, translating CATS’ mission, policy direction, and long-term strategic priorities into measurable operational outcomes. Operating through Assistant Directors, senior staff, and external partners, the Director leads continuous improvement, innovation, and long-range planning for non-fixed route services. The role serves as a senior representative of CATS with regulatory agencies, service providers, advocacy organizations, and regional partners, and is accountable for ensuring that mobility services evolve responsibly to meet changing customer needs while managing risk, maintaining public trust, and supporting organizational sustainability.

Requirements

Bachelor’s degree in public administration, transportation planning, business administration, operations management, or a related field and seven (7) years of progressively responsible experience in mobility or transportation operations, or an equivalent combination of education and experience.
Experience leading complex service delivery programs with accountability for performance, compliance, and customer outcomes.
Experience managing professional and managerial staff within multi-layered organizations.
Knowledge of and experience applying regulatory requirements governing transportation or mobility services.

Nice To Haves

Master’s degree in public administration, transportation planning, business administration, or a related field.
Experience overseeing contracted mobility or transportation providers, including performance management and issue resolution.
Experience with ADA paratransit, microtransit, or other demand-response service models.
Experience in a public transit or regional transportation authority environment.
Experience leading service innovation, pilot programs, or implementation of new mobility service models.
Experience engaging community stakeholders, advocacy groups, and external partners in a public-facing leadership role.

Responsibilities

Mobility Services Program Leadership Exercises decision-making authority within established policy, budget, and governance frameworks.
Provide division-level executive leadership and strategic direction for CATS’ non-fixed route mobility services, including paratransit, microtransit, and other demand-response programs.
Ensure mobility services are aligned with CATS’ mission, service standards, equity goals, approved budgets, and long-term operational objectives.
Translate Board-approved and executive-level priorities into effective service delivery models, performance expectations, and operational strategies.
Exercise authority over service design, prioritization, and modification decisions within established policy and fiscal parameters.
Regulatory Compliance and Accessibility Oversight Ensure mobility services comply with ADA, Title VI, and other applicable federal, state, and local requirements.
Establish executive oversight and accountability for policies, procedures, and service practices related to eligibility, trip provision, service equity, and accessibility.
Serve as the executive leader of compliance risk for mobility services, including responsibility for audits, corrective action planning, executive reporting, and external reviews and primary executive point of contact for external regulatory agencies on mobility services matters.
Escalate high-risk compliance issues to the COO and recommend mitigation strategies.
Operational Oversight and Service Quality Hold enterprise-level accountability for operational performance outcomes to ensure service reliability, efficiency, and responsiveness.
Establishes performance monitoring frameworks and uses service data, trends, and indicators to inform executive decision-making, risk management, and resource allocation.
Authorize and prioritize continuous improvement initiatives to enhance service quality, customer experience, and long-term sustainability.
Balance service quality, equity, compliance, and cost considerations in operational decisions.
Contracted Service Provider Oversight Holds enterprise accountability over the contracted service delivery model for non-fixed route mobility services.
Ensure contracted services meet CATS’ requirements related to service quality, safety, accessibility, regulatory compliance, and cost effectiveness.
Partner with Procurement, Contracts, and Legal leadership on contract structuring, amendments, renewals, scopes of work, and performance remedies.
Approve recommendations related to vendor selection, contract strategy, and service delivery approach.
Vendor Performance & Accountability Establish and enforce enterprise-level performance standards, accountability frameworks, and governance mechanisms for contracted mobility service providers.
Monitor vendor performance using service delivery, customer experience, safety, compliance, and financial metrics.
Is accountable for final internal authority for resolution of escalated vendor performance, service failures, or compliance concerns, including approval of corrective actions or contractual remedies.
Organizational Leadership and Management Provide executive leadership for a multi-layered Mobility Services organization, through Assistant Directors and subordinate managers.
Set division-wide performance expectations, accountability structures, and leadership standards for the Mobility Services portfolio.
Authorize organizational design, staffing models, and succession planning to support evolving service models.
Coordinate with Operations, Finance, Procurement, Contracts, Customer Experience, and Legal teams to align service delivery, budgets, and compliance strategies.
Is accountable to executive leadership on non-fixed route mobility strategy and risk.
Community Engagement & Accessibility Partnerships Provide executive leadership in external and community engagement to ensure mobility services reflect community needs, accessibility priorities, and equity goals.
Represent CATS as a senior executive in public forums, advisory groups, and regional initiatives related to mobility and accessibility.
Ensure stakeholder input is systematically incorporated into service planning, evaluation, and improvement decisions.
Strategic Planning and Innovation Lead executive planning and decision-making related to new mobility service models, technologies, and partnerships.
Assess emerging trends and best practices and recommend strategic investments or service changes.
Provide executive leadership for innovation, pilot programs, and transition to scalable service models.
Translate lessons learned into long-term mobility strategies aligned with organizational priorities and funding capacity.