Innovation & Optimization Manager

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

Job summary

The Innovation and Optimization Manager in Charlotte leads strategy execution, process improvement, and quality governance for the Charlotte Area Transit System (CATS) Technology Department. The role oversees governance of IT services and works with Infrastructure, Applications, and Cybersecurity to standardize processes and improve performance.

Reporting structure and daily responsibilities remain consistent as CATS transitions to the Metropolitan Public Transit Authority (MPTA); compensation

Responsibilities

• 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.

Job description

Charlotte, North Carolina, United States

Sep 14, 2026

$132,310 - $190,195/year

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.

Organizational Innovation Enablement

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