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: 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…

View the full posting and apply