Paratransit Operations Field Manager

Date Opened: Thursday, August 21, 2025 12:00 AM

Close Date: Thursday, August 28, 2025 12:00 AM

Department: Charlotte Area Transit System Department

Operators & Drivers

Salary: $71,878.00 - $89,847.00 Commensurate with Experience

Welcome to the City of Charlotte

Charlotte is America’s Queen City, opening her arms to a diverse and inclusive community of residents, businesses and visitors alike. Here you will find a safe, family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety, health, and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork, openness, accountability, productivity, and employee development

• Providing all customers with courteous, responsive, accessible, and seamless quality services

• Taking initiative to identify, analyze, and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

This position leads the daily operations of an urban complementary paratransit system and small bus operations, and reports to the Paratransit General Manager. The Paratransit Operations Field Manager is responsible for maintaining optimal service performance and identifying and resolving potential service issues during his/her shift. This position ensures that employees are provided adequate coaching, counseling, and performance management to recognize good behavior and correct deficient behavior.

Major Duties and Responsibilities:

• Leads and manages the daily activities of Special Transportation Services Supervisor and operator personnel. 

• Maintains accurate time for payroll to be processed for all assigned personnel.

• Monitors all operational data and assures the accuracy for recordkeeping.

• Assures safety performance of field personnel including responding to and/or investigating all accidents or incidents to identify the preventability

• Selects, mentors, coaches, motivates, develops, trains, and evaluates personnel performance

• Establishes staff and operator schedules to meet customer demands; monitors the assigned work hours to meet the operational needs of the system.

• Create shift turnover reports and assure future operations are prepared for

• Implement city and CATS drug and alcohol program.

• Establish performance criteria and behavior expectations for staff

• Assist in developing standard operating procedures and rules and regulations addressing safety concerns and general operations of the paratransit service

• Maintains trust, privacy, and confidentiality

• Reviews disciplinary documents and interviews/coaches/counsels paratransit staff and treats personnel consistently and fairly

• Responds to customer concerns and compliments in a timely, professional manner via telephone, in writing or in the CSR system

• Communicates in written and verbal formats with STS personnel, internal departments, and external organizations with excellent customer service skills.

• Responsible for the recruitment of new operators and supervisors

• Participates in various meetings, committees, work groups and projects.

• Analyze safety trends and create plans of action

• Perform related duties as a required.

• As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in the ASP. 

Knowledge, Skills and Abilities:

• Knowledge of Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973

• Knowledge of Department of Transportation (DOT) and Federal Transit Administration (FTA) policies, procedures, and practices

• Knowledge of safe driving techniques

• Knowledge of supervision and evaluation techniques 

• Knowledge of training principles and adult learner concepts

• Ability to work independently with little to no oversight

• Must be able to develop a team involving formal and informal training, and coaching

• Ability to develop interpersonal relations 

• Must be able to handle sensitive information and situations with confidentiality, professionalism, and decorum

• Must possess strong leadership skills

• Ability to evaluate the performance of subordinates

• Ability to prepare and deliver clear and concise oral presentations and written reports

• Ability to compare actual performance with planned performance 

• Ability to operate a commercial motor vehicle; must possess and maintain a valid Class C Driver’s license

• Ability to work evenings and weekends 

Minimum Qualifications:

• High school diploma or GED

• Three (3) years of progressive experience in a supervisory capacity and three (3) years of experience in paratransit operations.

Preferred Qualifications:

• Associate degree or higher in Transportation, Business Administration, Public Administration or related field from an accredited college or university. 

• Class B Commercial Driver’s License with passenger endorsement 

• Four (4) or more years of progressive experience in a supervisor/managerial capacity 

CONDITIONS OF EMPLOYMENT

The City’s Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes, but is not limited to: reference checks, social security verification, education verification, criminal conviction record check, and, if applicable, a credit history check, sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes, such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidate’s written authorization before obtaining a criminal background report, motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process, candidates may be asked to take a skills test, and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, sex, national origin, marital status, age, disability, sexual orientation, political affiliation or on the basis of actual or perceived gender as expressed through dress, appearance, or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us.

The City of Charlotte is committed to making our services and programs accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modifications will be provided. To make a request, please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Click here to learn more about the City of Charlotte’s benefits.

The City of Charlotte is a drug and alcohol-free workplace.