Asst. Director of Transportation - Mobility

Join a Mission That Moves Richmond

GRTC is uniquely integrated with the community and presents a range of opportunities from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership. Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential. Located just ten minutes from downtown, GRTC’s headquarters powers 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network.

SUMMARY:

The Assistant Director of Transportation – MobilitZy (“Assistant Director”) oversees GRTC’s in-house Microtransit operations and manages key mobility-related contracts, including CARE Paratransit, CARE On-Demand, and the TNC voucher program. This role directly supervises Microtransit Transportation Supervisors, Operators, the Travel Trainer, and Eligibility Coordinator. As contract administrator for paratransit services, the Assistant Director works closely with vendor partners to ensure operational excellence, strong customer service, ADA compliance, and contract adherence. Responsibilities include auditing reports and invoices, evaluating service data and performance trends, assessing liquidated damages, and reporting issues to the Director of Transportation. The Assistant Director also collaborates regularly with the Bus Operations Management team to align service quality, training, and reporting standards across all modes of transit.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Mobility Operations Leadership & Oversight

• Provide daily operational leadership for in-house Microtransit services, including oversight of service delivery, operator performance, and on-street supervision.
• Supervise the Lead Mobility Supervisor, Mobility Supervisors, and Operators; manage shift assignments, coverage plans, scheduling, and service issue response.
• Oversee onboarding, development, and performance of Mobility team personnel including the Lead Mobility Supervisor and Eligibility Coordinator.
• Monitor performance metrics such as OTP, missed trips, complaints, and safety incidents; implement improvement strategies.
• Lead departmental planning for microtransit expansions, pilots, and service modifications.

2. Contract Oversight – CARE Paratransit & CARE On-Demand

• Serve as the agency's contract administrator for CARE (ADA paratransit) and CARE OnDemand (TNC same-day mobility service).
• Work in close partnership with the CARE contractor’s General Manager and support team to monitor day-to-day performance, customer service, operator conduct, vehicle readiness, and scheduling efficiency.
• Oversee CARE On-Demand and TNC voucher service operations; manage relationships with partner TNCs and third-party vendors.
• Review and audit monthly performance reports, invoices, complaints, and operational data.
• Evaluate service statistics, trends, and ADA compliance to recommend or initiate corrective actions.
• Assess liquidated damages and penalties based on contract noncompliance and performance failures.
• Lead investigations into major service disruptions, systemic issues, and accessibility concerns.
• Represent GRTC in audits and reporting to regulatory agencies regarding paratransit performance.

3. Training, Development, and Collaboration

• Work with the Bus Operations and Training management teams to support targeted training, SOP implementation, and quality assurance across Microtransit and Paratransit.
• Ensure Mobility Supervisors and Operators are coached in customer service, technology use, safety protocols, and ADA sensitivity.
• Collaborate with the Assistant Director of Transportation – Bus Operations to maintain consistency in field supervision standards, dispatch coordination, and operator policies.

4. Safety, Compliance, and Quality Assurance

• Maintain oversight of safety procedures and compliance requirements, including pre/post-trip inspections, FTA regulations, and accident protocols.
• Monitor radio communications and respond to high-priority events involving Microtransit or CARE operators.
• Conduct periodic service reviews and implement corrective action plans as needed.
• Participate in audits and evaluations to ensure ADA compliance across all mobility offerings.

5. Stakeholder Communication & Reporting

• Provide regular updates and summaries to the Director of Transportation regarding Microtransit and Paratransit performance, issues, and trends.
• Develop reports and data summaries for internal and external stakeholders including performance dashboards, compliance snapshots, and incident tracking.
• Represent GRTC in meetings with contractors, regulatory partners, and community stakeholders related to ADA and specialized transportation.

6. Budgeting, Procurement, and Policy

• Assist in development of operating budgets for Microtransit and CARE contract services.
• Review invoices and procurement needs for assigned contracts and operations.
• Recommend and help implement SOPs, policy updates, and compliance procedures for ADA and demand-response services.

7. Strategic Initiatives and Special Projects

• Lead or contribute to the development of new mobility programs and initiatives that support agency goals for accessibility, flexibility, and customer responsiveness.
• Support emergency preparedness, system-wide events, and equity-focused mobility solutions.

OTHER DUTIES AS ASSIGNED:

In accordance with our mission statement, additional duties and/or tasks may be assigned to maintain seamless service for the agency.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experiences / Certifications:

• Bachelor’s degree in transportation, public administration, training and development, or a related field preferred. Equivalent experience will be considered.
• Minimum of 3–5 years of experience in public transportation operations, workforce development, or training program management.
• Minimum of 2 years’ experience with contract oversight of paratransit operations.
• Prior supervisory or leadership experience in a transit operations environment strongly preferred.

Knowledge / Skills / Abilities:

Knowledge

• Thorough understanding of ADA regulations, paratransit eligibility requirements, and accessible service delivery models.
• Knowledge of microtransit service design, same-day TNC integration (e.g., CARE On-Demand), and flexible routing platforms.
• Deep knowledge of contract lifecycle management, including service level agreements, liquidated damages, invoice review, and vendor oversight.
• Familiarity with dispatch systems, scheduling software, trip booking platforms, and data analysis tools (e.g., Via, Ecolane, Trapeze, Excel).
• Understanding of union contract enforcement, disciplinary processes, and collaborative labor management practices.
• Knowledge of FTA safety standards, vehicle inspection protocols, incident reporting, and risk mitigation practices.

Skills

• Able to analyze service data, identify trends, and make data-driven decisions to improve efficiency and compliance.
• Skilled at coaching, mentoring, and developing teams, including frontline supervisors, travel trainers, and support staff.
• Strong verbal and written communication skills for interacting with diverse stakeholders, internal departments, and contractors.
• Proficient in resolving service issues, vendor disputes, customer complaints, and internal team challenges diplomatically.
• Ability to manage multiple programs and meet deadlines in a high-paced, operationally sensitive environment.
• Skilled in interpreting, creating, and enforcing SOPs and compliance-related protocols.

Abilities

• Ability to work effectively with other stakeholders, including bus operations management, maintenance, human resources, and marketing.
• Ability to assess contractor performance through audits, reporting metrics, and adherence to KPIs and FTA guidelines.
• Ability to engage productively with internal staff, external partners, riders with disabilities, and community advocates.
• Ability to shift priorities quickly in response to service changes, emergencies, or customer demand fluctuations.
• Ability to identify operational inefficiencies and implement sustainable improvements.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

GRTC IS AN EQUAL OPPORTUNITY EMPLOYER WHO VALUES DIVERSITY IN THE WORKFORCE

GRTC IS A DRUG-FREE WORKPLACE