Innovation & Optimization Manager
About The Position
The Innovation and Optimization Manager leads strategy execution, process improvement, and quality governance activities for the Charlotte Area Transit System (CATS) Technology Department. This position establishes and advances organizational practices that improve service delivery, operational efficiency, and technology program effectiveness across enterprise and operational technology environments. The role oversees technology governance functions including IT service management practices, quality assurance, program coordination, knowledge management, and continuous improvement initiatives. The Innovation and Optimization Manager works across Infrastructure, Applications, and Cybersecurity teams to standardize processes, improve performance outcomes, and support organizational maturity as CATS transitions toward an independent operating model. Working under limited direction, this position exercises broad judgment in designing improvement initiatives, guiding program execution standards, and fostering innovation aligned with organizational goals.
Requirements
- Bachelor’s degree in Information Technology, Business Administration, Public Administration, or related field.
- Five (5) years progressively responsible experience in technology governance, program management, IT service management, or organizational improvement.
Nice To Haves
- Experience implementing ITIL or service management frameworks.
- Experience managing cross-functional initiatives.
- Experience in public-sector or transportation environments.
- Project or service management certifications (ITIL, PMP, Lean, or similar).
Responsibilities
- Translate technology strategy into operational improvement initiatives.
- Identify opportunities improving efficiency, reliability, and service delivery.
- Lead continuous improvement efforts across Technology divisions.
- Evaluate organizational performance metrics and recommend enhancements.
- Promote innovation aligned with operational needs.
- Oversee adoption and maturity of IT service management practices.
- Establish standards for incident, change, and service processes.
- Guide development of knowledge management practices.
- Ensure consistent service delivery frameworks across teams.
- Promote structured operational accountability.
- Oversee technology quality assurance activities.
- Establish performance and quality measurement practices.
- Support development of standardized documentation and procedures.
- Coordinate process improvement initiatives.
- Promote continuous evaluation of technology outcomes.
- Provide governance oversight for technology programs and projects.
- Establish project management standards and practices.
- Support prioritization and portfolio visibility.
- Ensure alignment between initiatives and organizational strategy.
- Coordinate cross-department program reporting.
- Encourage adoption of modern practices and tools.
- Evaluate emerging technologies improving service delivery.
- Support experimentation and improvement initiatives.
- Facilitate cross-functional collaboration.
- Oversee technology knowledge repositories and documentation standards.
- Support lifecycle management of technology assets and licenses.
- Promote transparency and organizational learning.
- Ensure continuity of institutional knowledge.
- Partner with Technology leadership aligning operational practices.
- Serve as internal advisor on process and performance improvement.
- Facilitate coordination across Technology subdepartments.
- Support organizational change initiatives.
Benefits
- Comprehensive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Manager
