Transit Technology Fare Collection Coordinator

Date Opened: Monday, April 14, 2025 12:00 AM

Close Date: Monday, April 28, 2025 12:00 AM

Department: Charlotte Area Transit System Department

IT Business Systems

Salary: $89,498.81 - $111,873.51 Commensurate with Experience

SUMMARY
The Transit Technology Fare Collection Coordinator plays a vital role in the implementation, operation, and continuous improvement of the transit fare collection systems. This position serves as the liaison between transit operations, IT, finance, customer service, and third-party vendors to ensure smooth day-to-day operations, support system upgrades, and coordinate project activities related to fare media, smart cards, open payment systems, mobile ticketing, and backend systems.

Major Duties and Responsibilities:

• Coordinate the installation, maintenance, and upgrades of automated fare collection (AFC) hardware and software systems, including fareboxes, cash registers, online shopping cats, validators, ticket vending machines, and back-office systems.
• Serve as a primary point of contact between internal stakeholders and fare system vendors, ensuring timely communication and issue resolution.
• Monitor fare system performance and analytics to ensure reliability and accuracy of fare transactions, revenue reporting, and data integrity.
• Support implementation and testing of new payment technologies such as contactless EMV, mobile wallets, and account-based ticketing systems.
• Maintain documentation for business processes, workflows, and standard operating procedures related to fare collection.
• Coordinate with Finance and Customer Service teams to reconcile fare revenue reports and troubleshoot discrepancies.
• Facilitate training for internal staff and provide technical guidance to operations teams.
• Manage system incidents, perform basic diagnostics, and escalate issues to vendors or IT support as necessary.
• Support procurement activities including RFP development, vendor evaluations, and contract management related to fare systems.
• Stay current with emerging technologies, fare policies, and transit industry standards (e.g., APTA, NIST, PCI-DSS).
• Participate in annual PCI certification and penetration testing processes.
• Serve as the point of contact for transit passengers encountering issues with fare collection.
• Report common issues to the operations and leadership teams to improve overall user experience.
• As part of your responsibility to support the CATS Safety Culture, report safety concerns and issues through the various methods established by CATS as outlined in ASP.

Knowledge, Skills and Abilities:

• Familiarity with automated fare collection systems, mobile ticketing platforms, and transit payment technologies.
• Strong understanding of data systems, reporting, and reconciliation procedures.
• Excellent problem-solving and communication skills.
• Ability to manage multiple projects and prioritize tasks in a dynamic environment.
• Working knowledge of IT systems, networking & server basics, and system troubleshooting.
• Experience with project management tools and methodologies a plus.

Minimum Qualifications:

• Bachelor's degree in Information Technology, Business Administration, Transportation Management, or a related field.
• 3+ years of experience in transit systems, fare collection, or transportation technology preferred.
• Experience working with vendors, system integrations, and technology project coordination.

Preferred Certifications:

• ITIL Foundation Certification
• Transit-related training or certifications (APTA, NTI, etc.)

Work Environment:

• Office setting with periodic visits to field sites (transit vehicles, platforms, electronics shop, vending machine locations).
• Some evening or weekend work may be required during system upgrades or outages.

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.

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 we have workstations available. Our office is located at 700 East 4th Street, Suite 200, Charlotte, NC 28202. Our hours are Monday through Friday, 8 a.m. to 5 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 the job application process accessible to all. Upon request, auxiliary aids, written materials in alternate formats, language access, and other reasonable accommodations or modification will be provided. To make a request, please email HRADAAdministration@charlottenc.gov, call 704-962-6168, or visit us in person at 700 4th St., Charlotte, NC 28202.

BENEFITS

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

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

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