Quality & Process Excellence Manager

At MTM Transit, it is never just a ride, it's personal. We understand that our passengers deserve personalized attention and exceptional care and to us, every trip is important. We have exciting opportunities to join our growing team where your work has a direct impact on the communities we serve. Our company culture is one of innovation, collaboration, and growth. If you are passionate, driven, and ready to join a team where your work will directly transform and shape our industry, then we want to talk to you!

What Will Your Job Look Like?

The Manager, Quality & Process Excellence will lead quality assurance and organizational development initiatives to ensure the delivery of safe, reliable, and efficient fixed/paratransit public transportation services for the Valley Metro contract. This role is responsible for implementing quality management systems, driving process improvements, ensuring compliance with regulatory requirements, and fostering a culture of operational excellence.

This role is specific to the Valley Metro contract and is contingent upon the award of the Valley Metro Fixed Route contract.

The role would sit in the office Monday-Friday at our West Valley Metro location.

What You’ll Do:

• Provide daily guidance and coaching for direct reports; monitor performance
• Provide and follow the Quality Assurance Program outlined for the contract, which covers all aspects of operations and maintenance service which works hand in hand with the safety plan
• Follow the latest revision of FTA Quality Management System Guidelines (Oct 2019 or newer as revised)
• Develop, implement, and maintain a comprehensive quality management system (QMS) to ensure service excellence at Valley Metro
• Conduct regular audits and inspections of operational processes, ensuring adherence to established standards and compliance with federal, state, and local regulations (e.g., ADA requirements)
• Monitor key performance indicators (KPIs) related to safety, on-time performance, and customer satisfaction, and drive improvements where needed
• Investigate customer feedback and complaints, identifying root causes and implementing corrective actions
• Analyze operational workflows and identify opportunities for process optimization to improve efficiency and reduce costs
• Lead cross-functional teams in implementing Lean, Six Sigma, or similar methodologies to enhance service delivery
• Ensure continuous improvement in driver training programs, scheduling, dispatching, and vehicle maintenance procedures
• Develop and execute organizational development strategies to build a high-performance culture focused on safety, customer service, and teamwork
• Collaborate with leadership to align operational goals with strategic objectives
• Provide coaching and development opportunities for team members, promoting professional growth and retention
• Ensure all aspects of the paratransit service meet or exceed federal, state, and local regulatory requirements, including those related to ADA compliance (if applicable to the contract)
• Maintain up-to-date knowledge of relevant transportation laws and industry standards
• Prepare reports and documentation for regulatory agencies
• Work closely with internal stakeholders’ teams to ensure cohesive service delivery
• Build strong relationships with community partners, clients, and stakeholders to support organizational goals and improve customer experiences
• Provide contract oversight and facilitation of Client needs with anticipation of growth
• Address any questions / concerns regarding the location’s transit program
• Maintain general knowledge of contract and awareness of changes
• Identifying potential risk and develop resolution processes
• Thorough understanding of ridership policies to ensure smooth transportation services
• Assist with oversight and maintaining all employee and vehicle files in accordance with FTA and DOT guidelines
• Assist with the oversight and maintain thorough knowledge of MTM Transit departments and compliance programs within each
• Commit to improving service delivery for customers with disabilities and other mobility challenges
• Perform additional duties as assigned or required

What You’ll need:

Experience, Education & Certifications:

• Bachelor’s degree in business administration, transportation management, quality management, or a related field
• Certification in quality management or organizational excellence (e.g., ASQ Certified Manager of Quality/Organizational Excellence, Lean Six Sigma Green/Black Belt)
• Minimum of 5 years of experience in quality management, organizational excellence, or operations management in the transportati