Ambassador Program Administrator

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.
• Confirms required training topics are addressed, including fare inspection procedures, proof-of-payment protocols, validation equipment, digital reporting tools, de-escalation, ADA awareness, emergency response, radio communication, and customer service.
• Supports the initial joint-operations period with CATS staff and helps assess contractor readiness to transition to independent field operations.
• Coordinates with internal subject matter experts to provide the vendor with updated fare policy information, safety procedures, service changes, customer communication guidance, and operational updates.
• Identifies training, equipment, documentation, or readiness gaps and works with the vendor and CATS leadership to address them.

Customer Experience & Safety

• Monitors the contractor’s performance in maintaining a visible, professional, approachable, customer-friendly, and non-confrontational Ambassador presence.
• Reinforces CATS expectations for rider education, respectful communication, de-escalation, and customer-service-centered fare compliance.
• Reviews customer complaints, field observations, incident reports, and spot-check results to identify concerns related to rider experience, conduct, or safety.
• Coordinates with CATS Safety and Security, Transit Police, Operations, and Customer Service leadership regarding escalated situations, recurring safety concerns, or operational issues.
• Supports rider education and public awareness efforts related to fare requirements, fare purchasing, mobile ticketing, ticket vending machines, proof-of-payment expectations, and the purpose of the Ambassador Program.

Program Implementation, Expansion & Continuous Improvement

• Supports implementation planning for the initial Blue Line launch, including contractor readiness, deployment planning, reporting setup, joint operations, and transition to independent operations.
• Assists with planning and coordination for future expansion to Bus operations and the Gold Line, ensuring proposed approaches align with CATS service expectations and approved program standards.
• Tracks implementation milestones, open issues, risks, dependencies, and decisions requiring management review.
• Uses KPI results, contractor reports, field observations, rider feedback, and stakeholder input to recommend program refinements.
• Supports updates to program procedures, reporting tools, training expectations, rider education materials, and operational guidance.
• Performs related duties as assigned.

Core Competencies

Contract and Vendor Accountability: Applies contract requirements and performance expectations consistently while maintaining appropriate oversight boundaries.

• Distinguishes between CATS oversight responsibilities and the contractor’s responsibility for day-to-day staff supervision and field operations.
• Follows up on performance concerns in a timely, documented, and objective manner.

Performance and Data Judgment: Uses data, reports, and field information to understand program performance and identify meaningful trends.

• Recognizes when performance results indicate a pattern, isolated issue, data concern, or need for management attention.
• Interprets KPI results in context, considering service conditions, deployment expectations, customer experience, and safety factors.

Operational Coordination: Works effectively across departments and with external partners to support consistent program implementation.

• Builds practical working relationships with contractors and internal stakeholders while maintaining clear accountability expectations.
• Anticipates coordination needs before they become service, reporting, communication, or implementation problems.

Customer Experience and Safety Awareness: Supports a public-facing program culture grounded in professionalism, accessibility, de-escalation, and safe practices.

• Models calm, respectful, and service-oriented communication when discussing rider interactions, complaints, or sensitive incidents.
• Recognizes customer service or safety concerns that may require coaching, communication changes, escalation, or program adjustment.

Communication and Follow-Through: Communicates expectations, findings, and recommendations clearly and ensures issues are tracked to resolution.

• Presents program information in a concise, accurate, and useful manner for vendors, internal partners, and leadership.
• Maintains follow-through on open items, decisions, corrective actions, and stakeholder commitments.

Knowledge, Skills and Abilities

Knowledge of:

• Public transit operations, customer service practices, field service coordination, and rider assistance.
• Contract administration, vendor oversight, service-level monitoring, and deliverable review.
• Fare inspection, proof-of-payment, fare compliance, fare media, mobile ticketing, ticket vending machines, and rider education practices.
• KPI tracking and performance monitoring related to coverage, staffing, inspection activity, reporting, safety, and customer experience.
• Digital reporting systems, field data collection, dashboards, and data quality review.
• Customer-service-centered, non-escalatory engagement practices for public-facing programs.
• ADA awareness, inclusive communication, de-escalation, emergency response coordination, and incident reporting practices.
• CATS service modes, operating environments, and interdepartmental coordination practices, or ability to learn them quickly.

Skill in:

• Reviewing scopes of work, contract requirements, performance standards, reports, dashboards, incident records, and supporting documentation.
• Analyzing operational data to identify trends, gaps, risks, and improvement opportunities.
• Preparing clear written reports, summaries, correspondence, meeting notes, and recommendations.
• Coordinating with contractors, operations staff, customer service teams, safety and security partners, technology staff, communications staff, and leadership.
• Facilitating vendor meetings, performance reviews, implementation check-ins, and issue-resolution discussions.
• Managing multiple priorities, deadlines, deliverables, and stakeholder requests in a service-oriented environment.
• Using standard office productivity tools, spreadsheets, reporting systems, dashboards, and electronic records systems.

Ability to:

• Administer and monitor a vendor-operated program without directly supervising contractor employees or performing contractor field duties.
• Interpret scope of work requirements and apply them to daily oversight, reporting review, performance monitoring, and vendor follow-up.
• Evaluate whether contractor deployment, staffing, training, reporting, safety, and customer service practices meet CATS expectations.
• Identify performance gaps and recommend corrective actions or program improvements.
• Communicate expectations clearly while maintaining productive and professional vendor relationships.
• Coordinate across departments to resolve operational issues and support consistent program implementation.
• Review data for completeness, accuracy, timeliness, and operational significance.
• Exercise sound judgment in escalating contractor performance, safety, customer service, or compliance concerns.

Minimum Qualifications

• Bachelor’s degree in Public Administration, Business Administration, Transportation, Operations Management, or a related field.
• Two years of experience in program administration, vendor management, contract monitoring, operational oversight, customer service program coordination, or a related area.
• An equivalent combination of education and relevant experience may be considered.

Preferred Qualifications

• Experience administering or overseeing a contracted public-facing service program.
• Experience in public transportation, fare programs, customer service operations, field operations, or civilian ambassador-style programs.
• Experience with KPI tracking, performance reporting, digital reporting systems, or field data collection tools.
• Experience coordinating across multiple departments, contractors, or operational stakeholder groups.
• Bilingual ability, especially English/Spanish.

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.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby, where self-service application kiosks are available. They are located in our office at 700 East 4th Street, Suite 200, Charlotte, NC 28202. We are open Monday through Friday, from 9:30 a.m. to 3:30 p.m. (EST), excluding official City holidays.

For questions about your application or the hiring process, please email Careers@ci.charlotte.nc.us

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.

BENEFITS

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

Click here to learn more about the City of Charlotte’s benefits.

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