Fare Inspection Ambassador Program Administrator
Overview
You will administer the contracted Fare Inspection Ambassador Program for the Charlotte Area Transit System (CATS), overseeing vendor compliance with the approved Scope of Work, performance standards, deployment, and safety protocols. You will serve as the primary liaison between CATS and the vendor, coordinating with Customer Service, Rail Operations, Bus Operations, Safety and Security, and Transit Police. You will manage KPI dashboards, review reports, and drive continuous improvement for the Blue Line launch and future expansion. Your work directly shapes a customer-focused fare inspection model that supports regional mobility during a historic transition to the Metropolitan Public Transit Authority.
What You'll Do9
- 1Administer the contracted Fare Inspection Ambassador Program, acting as the primary CATS liaison for vendor operations, contract requirements, and issue resolution.
- 2Review vendor compliance with the Scope of Work, including deployment plans, inspection protocols, customer service standards, reporting, and safety practices.
- 3Monitor contractor staffing, attendance, uniforms, equipment readiness, background screening, and training completion to ensure contract alignment.
- 4Establish and track performance measures for coverage, inspection activity, fare compliance, interaction quality, safety, and reporting timeliness.
- 5Analyze daily logs, monthly KPI dashboards, and incident reports to identify trends and recommend improvements.
- 6Oversee vendor use of digital reporting systems, ensure data accuracy and timeliness, and resolve data quality issues.
- 7Verify contractor training in fare inspection, proof-of-payment, de-escalation, ADA awareness, and emergency response before field deployment.
- 8Support the Blue Line launch and coordinate expansion planning for Bus operations and Gold Line, tracking milestones and risks.
- 9Reinforce a customer-friendly, non-confrontational Ambassador presence through field observations and complaint reviews.
Requirements9
- 1Bachelor’s degree in Public Administration, Business Administration, Transportation, Operations Management, or related field, or equivalent combination of education and experience.
- 22+ years in program administration, vendor management, contract monitoring, operational oversight, or customer service program coordination.
- 3Experience with KPI tracking, performance reporting, digital reporting systems, or field data collection tools.
- 4Experience in public transportation, fare programs, customer service operations, field operations, or civilian ambassador-style programs.
- 5Experience coordinating across multiple departments, contractors, or operational stakeholder groups.
- 6Knowledge of contract administration, vendor oversight, and service-level monitoring.
- 7Skill in analyzing operational data to identify trends, gaps, and improvement opportunities.
- 8Ability to interpret scope of work requirements and apply them to vendor oversight and performance monitoring.
- 9Bilingual ability (English/Spanish) is preferred.
Salary Insight
$61 - $87k per year
Location
Required Skills
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