Contracted Operations Manager

Denton County Transportation Authority; Town of Texas (WI); On-site; USD 100,000 - 150,000; Full time

Job summary

Denton County Transportation Authority (DCTA) seeks a senior manager to lead contracted Mobility as a Service (MaaS), microtransit and Paratransit programs in the Denton area, overseeing vendor performance, data-driven strategies, and regulatory compliance. This role may require travel to Lewisville offices as needed.

You will coordinate with executive leadership to develop innovative mobility solutions, manage eligibility processes, audits, and dashboards, and guide operational improvements

Qualifications

• Experience leading MaaS/paratransit or mobility programs.
• Strong contract administration and vendor oversight.
• Data-driven decision making and performance analytics.

Responsibilities

• Lead MaaS, Microtransit and ADA programs; strategic planning.
• Oversee contract administration, KPI reviews, and invoicing controls.
• Manage scheduling, dispatching, trip-booking, and customer-service platforms.

Skills

Leadership

Contract management

Data analysis

Stakeholder management

ADA knowledge

MaaS

Paratransit

Excel

Tools

Scheduling software

Dispatch software

Trip booking software

CRM software

Job description

Job Description

Job Description

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

PURPOSE OF JOB

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.

ESSENTIAL FUNCTIONS

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.

Strategic Planning & Program Oversight

• 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.

Contract Administration & Vendor Management

• 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.

Operational Management & Analysis

• 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.

Regulatory Oversight & Compliance

• 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.

Stakeholder Collaboration & Customer Experience

• 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.

Continuous Improvement & Innovation

• Evaluates emerging trends, technologies, and best practices to recommend improvements to service models, processes