Innovation & Optimization Manager

City of Charlotte; Charlotte (NC); On-site; USD 132,000 - 190,000; Full time

Job summary

City of Charlotte—Charlotte Area Transit System (CATS) is seeking an Innovation and Optimization Manager to lead strategy execution, process improvement, and governance across the Technology Department. You will standardize IT service management practices, quality assurance, and program oversight to boost efficiency, reliability, and service delivery.

The role requires a bachelor’s degree and five years of progressive experience in technology governance or program management; ITIL or PMP

Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Public Administration, or related field.
• Five (5) years progressively responsible experience in technology governance, program management, IT service management, or organizational improvement.
• Experience implementing ITIL or service management frameworks.

Responsibilities

• Translate technology strategy into operational improvement initiatives.
• Identify opportunities to improve efficiency, reliability, and service delivery.
• Lead continuous improvement efforts across Technology divisions.
• Evaluate organizational performance metrics and recommend enhancements.
• Promote innovation aligned with operational needs.
• Oversee adoption and maturity of IT service management practices.
• Establish standards for incident, change, and service processes.
• Guide development of knowledge management practices.
• Ensure consistent service delivery frameworks across teams.

Skills

IT governance

Program management

IT service management

Quality assurance

Process improvement

Education

Bachelor’s degree in Information Technology, Business Administration, Public Administration, or related field

Job description

Department: Charlotte Area Transit System Department Salary: $132,310.00 - $190,195.04 Commensurate with Experience Thank you for your interest in joining the team that keeps Charlotte moving, at a very exciting time for our organization.

At the Charlotte Area Transit System (CATS), we’re committed to delivering safe, reliable, and innovative transit services for our growing community, and we value employees who bring professionalism, passion, and a commitment to public service.

This position is currently employed by CATS, a department of the City of Charlotte. With the passage of the PAVE Act and last year’s sales tax referendum, CATS is preparing to transition from a City department to the newly created Metropolitan Public Transit Authority (MPTA). The MPTA was established to strengthen regional transit governance, improve accountability, and support long‑term investment in mobility. It’s an important and exciting step forward for transit in our region. Employees hired into this role will remain City employees through December 31, 2026, and will transition to MPTA employment on January 1, 2027. Benefits and compensation will follow City provisions through 2026 and shift to MPTA provisions in 2027, with clear information shared in advance. Your core duties, reporting structure, and daily responsibilities will remain consistent, with no break in service. If anything delays the transition, your City employment, including compensation and benefits, will remain in place until the move to the MPTA occurs. The creation of the MPTA positions us for a more modern, sustainable, and efficient transit system, one that can better support the Charlotte region for decades to come. We’re excited about what’s ahead and appreciate your interest in being part of it.

SUMMARY

The Innovation and Optimization Manager leads strategy execution, process improvement, and quality governance activities for the Charlotte Area Transit System (CATS) Technology Department. This position establishes and advances organizational practices that improve service delivery, operational efficiency, and technology program effectiveness across enterprise and operational technology environments. The role oversees technology governance functions including IT service management practices, quality assurance, program coordination, knowledge management, and continuous improvement initiatives. The Innovation and Optimization Manager works across Infrastructure, Applications, and Cybersecurity teams to standardize processes, improve performance outcomes, and support organizational maturity as CATS transitions toward an independent operating model. Working under limited direction, this position exercises broad judgment in designing improvement initiatives, guiding program execution standards, and fostering innovation aligned with organizational goals.

Major Duties and Responsibilities: 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.

Technology Strategy Execution and Optimization

Translate technology strategy into operational improvement initiatives. Identify opportunities improving efficiency, reliability, and service delivery. Lead continuous improvement efforts across Technology divisions. Evaluate organizational performance metrics and recommend enhancements. Promote innovation aligned with operational needs.

IT Service Management Governance

Oversee adoption and maturity of IT service management practices. Establish standards for incident, change, and service processes. Guide development of knowledge management practices. Ensure consistent service delivery frameworks across teams. Promote structured operational accountability.

Quality Assurance and Process Improvement

Oversee technology quality assurance activities. Establish performance and quality measurement practices. Support development of standardized documentation and procedures. Coordinate process improvement initiatives. Promote continuous evaluation of technology outcomes.

Program and Project Governance

Provide governance oversight for technology programs and projects. Establish project management standards and practices. Support prioritization and portfolio visibility. Ensure alignment between initiatives and organizational strategy. Coordinate cross-department program reporting.

Organizational Innovation Enablement

Encourage adoption of modern practices and tools. Evaluate emerging technologies improving service delivery. Support experimentation and improvement initiatives. Facilitate cross-functional collaboration.

Knowledge and Asset Governance

Oversee technology knowledge repositories and documentation standards. Support lifecycle management of technology assets and licenses. Promote transparency and organizational learning. Ensure continuity of institutional knowledge.

Collaboration and Organizational Alignment

Partner with Technology leadership aligning operational practices. Serve as internal advisor on process and performance improvement. Facilitate coordination across Technology subdepartments. Support organizational change initiatives.

Core Competencies

The position requires demonstrated competency in the following areas Strategic Process Leadership Designs and improves organizational systems enabling effective technology operations. Establishes scalable practices. Aligns processes with outcomes. Promotes operational maturity. Organizational Influence Leads through collaboration rather than direct authority. Builds consensus. Facilitates alignment. Drives adoption of standards. Continuous Improvement Mindset Promotes iterative enhancement of services and practices. Uses data to guide decisions. Encourages innovation responsibly. Advances organizational learning. Program Governance Ensures initiatives are structured, measurable, and aligned. Promotes accountability. Supports transparency. Maintains portfolio awareness.

Supervision Given to:

IT Infrastructure Library (ITIL) Supervisor IT Quality Assurance Supervisor (future) IT Program Manager

Minimum Qualifications:

• Bachelor’s degree in Information Technology, Business Administration, Public Administration, or related field.
• Five (5) years progressively responsible experience in technology governance, program management, IT service management, or organizational improvement.

Preferred Qualifications:

• Experience implementing ITIL or service management frameworks.
• Experience managing cross-functional initiatives.
• Experience in public-sector or transportation environments.
• Project or service management certifications (ITIL, PMP, Lean, or similar).

Knowledge, Skills and Abilities:

Knowledge of: IT service management frameworks and practices. Organizational performance and quality improvement methods. Technology governance and program oversight. Change management and process design principles. Project and portfolio management concepts. Skill in: Facilitating organizational change initiatives. Analyzing operational performance data. Developing standards and governance practices. Communicating across technical and executive audiences. Coordinating complex cross-functional efforts. Ability to: Influence without direct authority. Balance innovation with operational stability. Establish structured yet adaptable processes. Lead improvement initiatives across organizational boundaries. Translate strategic goals into actionable practices.

Working Environment and Physical Demands:

Work performed primarily in office environments. Frequent collaboration across departments. Requires extended computer use and meetings. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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.

BENEFITS

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

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

Our culture

When you join the City of Charlotte, you become part of Team Charlotte — a dedicated group of professionals working together to make a meaningful impact on our community and its future. The City of Charlotte has more than 8,000 employees working across 19 departments to serve close to 1 million residents. From public safety and clean water to transportation, housing and an international airport, our teams deliver essential services to keep Charlotte connected, safe and empowered with opportunity for all.

As public servants, we are guided by a clear mission: to be committed to exceptional service every day. No matter the department or role, every team member plays a part in helping our city grow, thrive and meet the needs of those who rely on us.

We are a values-driven organization, working collaboratively, acting with integrity and delivering reliable results. We embrace a forward-thinking mindset, encouraging curiosity, innovation and continuous improvement.

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.