Director of Mobility Services
CapMetro, Charlotte, NC, United States
General Summary:
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.
Duties and Responsibilities: The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
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.
Establish performance monitoring frameworks and use 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.
Core Competencies: The position requires demonstrated competency in the following areas:
Leadership and Supervision: Ability to provide executive leadership for a multi-layered organization; establish leadership expectations; set performance standards; and ensure subordinate managers effectively supervise, coach, and hold staff accountable for results while modeling agency values and leading organizational change.
Sets clear expectations and performance measures for staff and contractors.
Delegates authority appropriately and holds staff accountable for results.
Establishes leadership expectations and ensures subordinate managers provide effective coaching and performance management.
Collaboration and Stakeholder Engagement: Ability to work effectively with internal departments, external contractors, regulatory agencies, advocacy organizations, and the public; build productive relationships among stakeholders with diverse and competing interests; and manage conflict constructively.
Works productively with cross-department teams and external partners.
Manages stakeholder conflicts constructively and maintains positive working relationships.
Demonstrates respect for diverse backgrounds and perspectives.
Communication: Ability to communicate complex technical, operational, and policy information clearly in written and oral form; tailor communication to executive leadership, governing bodies, staff, contractors, and external stakeholders; and represent the organization with professionalism, transparency, and credibility.
Communicates technical and operational information clearly and accurately.
Adjusts communication style based on audience needs.
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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.
Duties and Responsibilities: The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
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.
Establish performance monitoring frameworks and use 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.
Core Competencies: The position requires demonstrated competency in the following areas:
Leadership and Supervision: Ability to provide executive leadership for a multi-layered organization; establish leadership expectations; set performance standards; and ensure subordinate managers effectively supervise, coach, and hold staff accountable for results while modeling agency values and leading organizational change.
Sets clear expectations and performance measures for staff and contractors.
Delegates authority appropriately and holds staff accountable for results.
Establishes leadership expectations and ensures subordinate managers provide effective coaching and performance management.
Collaboration and Stakeholder Engagement: Ability to work effectively with internal departments, external contractors, regulatory agencies, advocacy organizations, and the public; build productive relationships among stakeholders with diverse and competing interests; and manage conflict constructively.
Works productively with cross-department teams and external partners.
Manages stakeholder conflicts constructively and maintains positive working relationships.
Demonstrates respect for diverse backgrounds and perspectives.
Communication: Ability to communicate complex technical, operational, and policy information clearly in written and oral form; tailor communication to executive leadership, governing bodies, staff, contractors, and external stakeholders; and represent the organization with professionalism, transparency, and credibility.
Communicates technical and operational information clearly and accurately.
Adjusts communication style based on audience needs.
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