Mobility & Contracted Services Manager

Mobility & Contracted Services Manager - Denton, TX

NOTE: This position is located in Denton, Texas, and may need to travel to Lewisville offices as needed.

The position is responsible for leading and managing contracted Mobility as a Service (MaaS) / Microtransit and Demand Response (Access Paratransit) programs to expand mobility options beyond traditional fixed-route transit. This role provides high-level contract administration, vendor performance oversight, and operational strategy for ADA and alternative service delivery models. This role leads data-driven decision-making, ensures contractual compliance, and collaborates with executive leadership to develop innovative mobility solutions that improve accessibility and operational performance.

Additionally, the position researches, designs, implements, and administers ADA and alternative transit programs; evaluates contractor performance; recommends service improvements; and ensures the accuracy, consistency, and compliance of contracted service operations. The role strengthens DCTA’s reputation as an innovator in mobility management and fosters collaborative public and private mobility partnerships.

This position performs comprehensive program and contract management, oversees technology platforms supporting MaaS and Paratransit operations, manages eligibility and customer programs, conducts audits, and analyzes system and contractor performance trends. The position works with diverse internal and external stakeholders and prepares high-quality analytic and operational reports to support executive decision making.

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.

• Advises executive leadership on mobility strategy, performance, and opportunities for innovation in Accessibility (ADA), MaaS, Microtransit, and Demand Response programs.
• Develops service plans, operational models, and recommendations grounded in data analytics, service trends, and community needs.
• Identifies opportunities to enhance service efficiency, cost-effectiveness, and customer experience.
• Provides full-cycle contract administration for multiple service contracts, including scope management, performance monitoring, compliance, and adherence to deliverables and standards.
• Coordinates with contractors to ensure adequate vehicles, operators, and resources for current and future service needs.
• Implements contract controls, conducts audits, evaluates Key Performance Indicators (KPIs), and ensures contractors meet contractual, regulatory, and customer service requirements.
• Leads recurring vendor/contractor meetings to review performance, identify operational issues, resolve problems, and drive continuous improvement.
• Reviews, reconciles, and validates contractor invoices, supporting documentation, and performance payments.

• Develops, manages, and interprets operational, financial, and performance data using advanced Excel and data analysis tools.
• Prepares and presents analytics, dashboards, and reports for senior leadership, public boards, and external stakeholders.
• Oversees daily operations and service integration across ADA, MaaS, and Microtransit platforms, ensuring system functionality and service delivery efficiency.
• Serves as subject matter expert for scheduling, dispatching, trip-booking, and customer service software platforms.

• Ensures service delivery aligns with ADA requirements, DCTA policies, and industry standards.
• Oversees ADA eligibility certification, recertification processes, and travel training programs.
• Conducts audits of operational, financial, and performance data; recommends corrective action.
• Acts as a primary liaison to contractors for customer needs.
• Manages escalated customer service issues in coordination with contractor services ensuring timely, accurate, and customer-centric resolution.
• Represents the agency in public forums, board meetings, and professional events.
• Evaluates emerging trends, technologies, and best practices to recommend improvements to service models, processes, and supporting technology.
• Designs, documents, and implements improved workflows, performance dashboards, SOPs, and training tools.
• Supports internal cross-functional initiatives to enhance service delivery and mobility outcomes.

Manages an ADA Coordinator/Travel Trainer and Mobility Services Specialist, along with all contract vendors. Counsels, supervises and evaluates the performance of staff; issues disciplinary warnings and assists in grievance procedures. Carries out supervisory responsibilities in accordance with the organization's values, policies and applicable laws. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out…