Sr. Performance Analyst

GRTC Transit System•Richmond, VA

37d

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. The Senior Performance Analyst serves as a high-impact contributor within the Performance Division, responsible for delivering advanced analysis, data-driven insights, and strategic recommendations that support executive decision-making and agency-wide performance improvement. This role leads deeper diagnostic work, mentors junior analysts, strengthens the Stat performance cadence, and proactively identifies opportunities to improve service reliability, customer experience, safety, and operational efficiency. The Senior Performance Analyst is expected to bring strong analytical rigor, excellent communication skills, and a proven ability to translate complex data into clear actions for leadership.

Requirements

Bachelor’s degree in Analytics, Public Policy, Business, Economics, Statistics, or a related field.
5+ years of experience in performance analysis, operations analysis, or public-sector metrics.
Strong technical skills in Excel, dashboard tools (e.g., Tableau or Power BI), and data interpretation.
Demonstrated ability to synthesize complex information into clear, compelling insights for senior leadership.
Strong project management, communication, and facilitation skills.

Nice To Haves

Experience in transit, transportation, or public-sector performance management.
Working knowledge of SQL or another query language.
Experience with basic text analysis or review of unstructured feedback.
Familiarity with KPI governance and benchmarking programs.
Familiarity with FTA TAM, risk frameworks, and benchmarking consortia.
Awareness of Microsoft Fabric concepts (OneLake, Lakehouse/Warehouse, Data Factory) and Direct Lake.
Certifications a plus (e.g., PL-300, DP-500/600, AZ-900/DP-900).

Responsibilities

Lead complex analyses to identify underlying causes of KPI trends across operations, maintenance, customer experience, planning, and finance.
Develop decision-ready insights and present clear findings, scenarios, and recommendations to the Sr. Manager, Performance (PMAO) and executive leadership.
Build forward-looking performance views, including forecasts, scenario analysis, and risk indicators.
Support the Sr. Manager, Performance (PMAO) in strengthening the agency’s Stat performance management cycle.
Produce high-quality pre-read materials, storylines, and briefing content for executive discussions and follow-up accountability.
Ensure follow-up actions are tracked, escalated when needed, and closed with measurable results.
Assist in refining KPI definitions, targets, and methodologies to ensure consistency and alignment with agency goals.
Validate data sources and strengthen measurement methods across departments.
Recommend new KPIs or analytical approaches to address evolving operational needs.
Partner with all GRTC business units to resolve data discrepancies, validate findings, and align on improvement plans.
Facilitate working sessions focused on diagnosing performance issues and identifying actionable solutions.
Support project-level performance tracking, benefits realization, and outcome measurement.
Provide guidance, review, and coaching to Performance Analysts to improve analytical quality, data storytelling, and workflow efficiency.
Champion best practices in data accuracy, repeatability, documentation, and visualization.
Review operator comments, customer feedback, and maintenance notes to identify themes and insights that support KPI analysis.
Summarize qualitative patterns to provide more context behind performance trends.