Strategic Mobility & On-Demand Programs Manager

CAPITAL AREA TRANSIT SYSTEM; Baton Rouge (LA); On-site; USD 75,000 - 110,000; Full time

Job summary

Capital Area Transit System (CATS) is seeking an experienced Mobility & OnDemand Program Manager to manage demand-responsive programs such as paratransit, microtransit, OnDemand, and first/last‑mile mobility services.

The Manager ensures performance, customer experience, accessibility and regulatory compliance, vendor performance, and continuous improvement, coordinating with Transportation, Dispatch, Planning, Customer Engagement, contractors, and technology partners to deliver reliable,

Qualifications

• Minimum of four (4) years of progressively responsible experience.
• Minimum of two (2) years of supervisory, management, or program-management experience.
• Experience monitoring service performance, metrics, or outcomes.
• Experience with scheduling, dispatch, reservation, or related operational technology.
• Experience coordinating contractors, vendors, or cross-functional relationships.
• Working knowledge of accessibility and regulatory requirements.
• Strong leadership, analytical, communication, conflict-resolution, organizational, and program-management skills.
• Ability to translate performance data into operational improvements.

Responsibilities

• Manage daily performance and service delivery for assigned demand-responsive mobility programs.
• Monitor trip requests, capacity, denials, no-shows, cancellations, on‑time performance, productivity, and service quality.
• Coordinate with Dispatch, Transportation, Customer Engagement, contractors, and vendors to resolve operational and customer‑service issues.
• Develop and coordinate contingency responses for staffing, vehicle, technology, and service disruptions.
• Ensure assigned mobility programs comply with ADA accessibility requirements, agency policies, and program standards.
• Monitor assigned eligibility, reservation/booking, complaint, appeal, and customer‑information processes.
• Promote respectful, reliable, and accessible service for customers with disabilities and other mobility needs.
• Analyze customer feedback and service data to identify recurring issues and implement improvements.
• Manage contractor and vendor performance, service‑level expectations, and corrective actions.
• Monitor scheduling, dispatch, booking, fare/payment, mobile, and reporting technology used by assigned programs.
• Support procurement, implementation, testing, and improvement of mobility technology and contracted services.
• Prepare and monitor program budgets, forecasts, performance reports, and management recommendations.
• Analyze cost per trip, passengers per hour, service hours, mileage, demand, denials, overtime, and other performance measures.
• Identify opportunities to improve productivity, resource utilization, customer experience, and service quality.
• Coordinate service changes, outreach activities, and mobility pilot initiatives with Planning, Customer Engagement, and other departments.

Skills

Program management

Leadership

Analytical thinking

Communication

Education

Bachelor's degree in a related field

Tools

Paratransit scheduling software

Data dashboards

Job description

Capital Area Transit System (CATS) is seeking an experienced Mobility & OnDemand Program Manager to manage demand-responsive programs such as paratransit, microtransit, OnDemand, and first/last‑mile mobility services.

The Manager ensures performance, customer experience, accessibility and regulatory compliance, vendor performance, and continuous improvement, coordinating with Transportation, Dispatch, Planning, Customer Engagement, contractors, and technology partners to deliver reliable,