Ambassador Program Administrator

About this role

Department: Charlotte Area Transit System Department Salary: $60,612.00 - $87,129.74 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 Fare Inspection Ambassador Program Administrator administers, monitors, and supports the contracted Fare Inspection Ambassador Program for the Charlotte Area Transit System (CATS). The position ensures contractor compliance with the approved scope of work, performance standards, deployment model, customer service expectations, reporting requirements, and safety protocols.

This position provides contract administration, operational oversight, performance monitoring, data review, interdepartmental coordination, and continuous improvement support for the program. The role works closely with the contracted vendor, Customer Service leadership, Rail Operations, Bus Operations, Safety and Security, Transit Police, Marketing and Communications, Technology, and other internal partners to support a visible, professional, and customer-focused fare inspection model.

The position supports the initial implementation of the program on the Blue Line and helps coordinate future expansion planning for Bus operations and the Gold Line, ensuring that service expectations, reporting protocols, rider education, training requirements, and performance measures remain consistent across modes as the program grows. Major Duties and Responsibilities Program Oversight & Vendor Management • Administers and monitors the contracted Fare Inspection Ambassador Program on behalf of CATS. • Serves as the primary day-to-day liaison between CATS and the contracted vendor for program operations, contract requirements, performance questions, and issue resolution. • Reviews vendor compliance with the approved Scope of Work, including deployment plans, inspection protocols, customer service standards, reporting requirements, safety practices, and phased implementation expectations. • Monitors contractor staffing, attendance, uniforms, equipment readiness, background screening, training completion, and field deployment practices for alignment with contract requirements. • Coordinates with procurement, contract administration, Customer Service leadership, Operations, Safety and Security, Transit Police, and other internal partners to address vendor performance, contract compliance, and operational issues. • Documents vendor performance concerns and supports follow-up actions, corrective measures, or escalation recommendations when contract expectations are not met.

Performance Management & KPI Oversight • Establishes, maintains, and monitors program performance measures for coverage, inspection activity, fare compliance, customer interaction quality, safety, reporting timeliness, staffing reliability, training compliance, and rider assistance. • Reviews daily activity logs, monthly KPI dashboards, quarterly performance summaries, staffing reports, incident reports, and other required vendor deliverables. • Compares scheduled coverage, actual deployment, inspection totals, and zone coverage against approved deployment plans and performance targets. • Reviews fare compliance, rider interaction, customer complaint, incident, and assistance data to identify trends, service concerns, and improvement opportunities. • Conducts regular vendor performance reviews and provides summaries, findings, and recommendations to CATS leadership.

Data Systems & Reporting Compliance • Oversees vendor use of required digital data collection and reporting systems to document inspection activity, fare verification results, rider assistance, incidents, and operational performance. • Reviews reports and source data for accuracy, completeness, timeliness, and consistency with contract requirements. • Ensures required daily, monthly, quarterly, and incident reports are submitted by established deadlines. • Coordinates with the vendor and appropriate CATS staff to resolve reporting system issues, data quality concerns, or needed reporting changes. • Maintains program records, reports, and performance documentation to support contract administration, audits, leadership review, and program evaluation.

Training & Operational Readiness • Monitors contractor compliance with required training, certification, refresher training, and readiness expectations before Ambassadors are deployed in the field

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