Program Manager, On-Demand Operations

SALARY: $81,702.40 - $96,137.60

BENEFITS:

• Medical, Vision, Dental, Supplemental and Life Insurance
• Paid Parental Leave
• Employee Discounts
• COTA Bus Pass
• Wellness Initiatives
• On-Site Chair Massage
• On-Site Health Coach
• Tuition Reimbursement
• Student Loan Repayment Program
• Public Pension through OPERS & Ohio Deferred Compensation
  
  

POSITION SUMMARY:

COTA's Program Manager, OnDemand Services is responsible for coordinating, analyzing and supporting the oversight of COTA's on-demand services (Mainstream and COTA//Plus). The Program Manager ensures safe, reliable, customer-focused and compliant transportation services while informing and shaping operational and strategic decisions through data-driven insights, cross-functional coordination, and performance management.

Performs duties that advance COTA's Strategic Plan and reflect the organization's core values of safety, empowerment, accountability, teamwork, and service, and support the mission of Moving Every Life Forward.

ESSENTIAL JOB FUNCTIONS:

• Provides operational oversight of COTA's on‑demand services (Mainstream paratransit and COTA//Plus), ensuring safe, reliable, compliant, and customer‑centered service delivery.
• Monitors and manages contractor performance, including on‑time performance, productivity, trip fulfillment, service quality, and safety; identifies issues and supports coordinated operational responses to service disruptions.
• Leads performance management and data analysis by developing and maintaining KPIs, incentive/disincentive measures, and service standards; analyzes dashboards and reports to identify trends, risks, and improvement opportunities.
• Prepares and presents performance analyses and recommendations to senior management to inform operational, tactical, and strategic decisions related to on‑demand services.
• Evaluates system‑wide trends and operational impacts, recommending data‑driven adjustments to improve productivity, reduce denials, and enhance equitable customer access.
• Supports demand‑response strategy and service expansion, including zone performance analysis, resource allocation, and operational readiness for new and existing COTA//Plus zones.
• Leads continuous improvement initiatives by assessing workflows and operational processes, identifying root causes, and implementing solutions to improve reliability, efficiency, and cross‑functional coordination.
• Supports program governance and alignment, including SOP development, training coordination, customer issue escalation support, strategic planning initiatives, emergency preparedness, and compliance with Transit Asset Management (TAM) requirements.

• Supports program-level budget development, cost monitoring, and resource planning for on-demand services.
• Performs other duties as assigned.
• Regular, predictable and punctual attendance required.

MINIMUM EDUCATION & EXPERIENCE REQUIRED:

• Requires a Bachelor's degree in Business Administration, Economics or related field and five (5) years' experience in on-demand operation or service delivery management. Experience with data visualization and reporting tools preferred. An equivalent combination of experience and relevant education and/or training will also be considered.