Department: Charlotte Area Transit System Department
Salary: $94,029.00 - $135,167.54 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 Records & Information Management (RIM) Manager oversees the development, implementation, and maintenance of CATS’ records and information governance program. This position ensures that physical and electronic records are properly created, retained, protected, and disposed of in compliance with Federal, State, and local requirements. The position owns records procedures and system business requirements, Legal provides disclosure and legal-hold guidance, and IT owns technical infrastructure and cybersecurity.
The RIM Manager leads agency-wide efforts to standardize recordkeeping practices, coordinate metadata and file structures within document management systems, and train staff in proper information management procedures. The role also serves as a key liaison between the Quality Assurance Department, Legal Division, and Information Technology to ensure records integrity and accessibility across all CATS divisions.
Major Duties and Responsibilities:
The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
- Serves as MPTA’s primary administrative coordinator for public records requests, managing intake, tracking, clarification, departmental assignments, collection, review coordination, production, and closure.
- Coordinates searches across departments and systems; documents search methods and verifies the completeness of responsive records.
- Communicates with requesters about request scope, progress, record availability, and delivery arrangements.
- Coordinates with Legal on disclosure requirements, exemptions, redactions, disputed requests, and sensitive matters; implements approved disclosure decisions.
- Maintains request logs, correspondence, search documentation, redaction records, and copies of released materials.
- Coordinates preservation of potentially responsive records and implementation of legal holds with Legal, IT, and departmental custodians.
- Establishes procedures and monitors response timeliness, outstanding requests, workload, and production quality.
Program Leadership and Policy Development
- Develops, implements, and maintains the agency-wide Records & Information Management (RIM) program in accordance with Federal, State, and local regulations.The following duties are standard for this position. The omission of specific statements of duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.
- Serves as MPTA’s primary administrative coordinator for public records requests, managing intake, tracking, clarification, departmental assignments, collection, review coordination, production, and closure.
- Coordinates searches across departments and systems; documents search methods and verifies the completeness of responsive records.
- Communicates with requesters about request scope, progress, record availability, and delivery arrangements.
- Coordinates with Legal on disclosure requirements, exemptions, redactions, disputed requests, and sensitive matters; implements approved disclosure decisions.
- Maintains request logs, correspondence, search documentation, redaction records, and copies of released materials.
- Coordinates preservation of potentially responsive records and implementation of legal holds with Legal, IT, and departmental custodians.
- Establishes procedures and monitors response timeliness, outstanding requests, workload, and production quality.
- Program Leadership and Policy Development
- Develops, implements, and maintains the agency-wide Records & Information Management (RIM) program in accordance with Federal, State, and local regulations.
- Establishes policies, procedures, and retention schedules that govern the creation, maintenance, and disposition of CATS records.
- Leads periodic reviews and updates of record retention schedules in coordination with division representatives and the City Clerk’s Office.
- Advises leadership on compliance risks, information governance best practices, and opportunities for modernization.
- Records Systems and Technology
- Leads development of business requirements for the digital records management system.
- Directs records inventory, data cleanup, digitization, metadata mapping, and migration from legacy systems, shared drives, and physical repositories.
- Serves as the system’s business owner, establishing classification structures, retention rules, search capabilities, access requirements, audit trails, and disposition workflows.
- Coordinates with IT on integrations, security, backup, recovery, and technical administration.
- Oversees user support, training, system enhancements, and vendor service performance.
- Oversees metadata structure, file hierarchy, and system configuration for electronic document management systems.
- Collaborates with Information Technology to automate records classification and filing processes.
- Coordinates integration between electronic records systems, SharePoint environments, and project document repositories.
- Ensures appropriate access controls, version control, and archival procedures are maintained across systems.
- Training, Oversight, and Compliance
- Supervises the work of records staff and records representatives across all divisions.
- Provides training and technical guidance to employees on records management procedures, retention schedules, and system use.
- Conducts periodic audits of divisions and contractors to ensure compliance with RIM policies and procedures.
- Oversees long-term storage, retrieval, and disposition of inactive and archival records.
- Monitors compliance with legal holds and public records (FOIA) requests in coordination with the Legal Division.
- Program Reporting and Continuous Improvement
- Develops and maintains performance metrics for RIM compliance and efficiency.
- Tracks program progress, audit outcomes, and corrective actions.
- Recommends improvements to policies, systems, and workflows to enhance information accessibility and security.
- Represents CATS in records management and information governance committees.
- Collaboration and Integration
- Coordinates with Legal, IT, and Quality Management Systems staff to align RIM policies with broader compliance and data management strategies.
- Serves as agency subject matter expert on records retention and information lifecycle management.
- Provides support for document requests and audits associated with FTA reviews, safety investigations, or litigation discovery.
- Ensures smooth coordination of the eventual transition of the RIM function to the Legal Division.
Core Competencies:
The position requires demonstrated competency in the following areas:
Analytical Thinking and Problem Solving: Ability to evaluate records processes, metadata, system activity, and compliance information in order to identify issues, recognize patterns, and support practical improvements.
- Looks beyond individual errors to identify process weaknesses or recurring concerns.
- Uses analysis to support corrective action, workflow improvement, and stronger compliance.
- Evaluates data and system activity with a structured, evidence-based approach.
- Supports practical solutions that improve integrity, consistency, and efficiency.
Quality Orientation and Compliance Oversight: Ability to maintain high standards for records accuracy, metadata quality, document control, and compliance with retention and information governance requirements.
- Reinforces the importance of complete, accurate, and standardized records practices.
- Applies quality and compliance expectations consistently across audits and reviews.
- Supports disciplined follow-up on deficiencies, inconsistencies, or control gaps.
- Helps strengthen agency confidence in records integrity and process reliability.
Technical Systems and Data Stewardship: Ability to work effectively with electronic records systems, metadata structures, dashboards, and related tools in support of records administration, reporting, and quality control.
- Understands how records systems, metadata, access controls, and reporting tools function together.
- Applies technical knowledge carefully in support of system reliability and usability.
- Supports sound configuration, structured data use, and dependable reporting.
- Adapts to system changes, upgrades, and evolving records technology needs.
Documentation and Process Standardization: Ability to support consistent records practices through clear procedures, organized documentation, and disciplined administrative controls.
- Helps create and maintain clear, usable procedures and standards.
- Recognizes the value of standardization in improving consistency and accountability.
- Produces documentation that supports training, audits, and repeatable work practices.
- Reinforces structured processes rather than informal or inconsistent practices.
Communication and Cross-Functional Partnership: Ability to communicate technical and compliance-related information clearly and work effectively with Legal, IT, QMS, and departmental users to resolve issues and improve records practices.
- Translates technical or policy requirements into practical guidance.
- Builds productive working relationships across functional and technical boundaries.
- Supports coordinated problem-solving on cross-department records issues.
- Communicates findings and recommendations in a professional, useful manner.
Accountability and Independent Judgment: Ability to manage assigned records quality work with dependable follow-through and apply sound judgment when addressing priorities, exceptions, and emerging issues.
- Maintains ownership of assigned audits, analyses, and follow-up responsibilities.
- Exercises judgment within established policies and system controls.
- Recognizes when matters require escalation or broader coordination.
- Works independently while maintaining consistency, accuracy, and accountability.
Supervision Given to:
- QA Analyst / Records Analyst
- Records Clerk
Knowledge of:
- Federal, State, and local laws governing records retention and public records.
- Records management systems, classification structures, and metadata standards.
- Best practices for electronic records preservation, digital archiving, and document control.
- Information security and privacy principles applicable to public-sector data.
Skills in:
- Developing and implementing policies, procedures, and training.
- Managing staff and coordinating agency-wide compliance efforts.
- Using document management software and tools to organize and retrieve records efficiently.
- Analyzing complex data and developing practical process improvements.
Abilities to:
- Lead a multi-division information management program.
- Interpret legal and technical requirements for diverse audiences.
- Maintain confidentiality and handle sensitive data with discretion.
- Communicate clearly and effectively with staff at all organizational levels.
Minimum Qualifications:
· Bachelor’s degree in Library Science, Information Management, Business Administration, or a related field.
· Minimum of seven (7) years of progressive experience in records management, archives, or information governance, including at least three (3) years in a supervisory or management role.
· Experience implementing or managing organization-wide records programs, retention schedules, and document management systems.
Preferred Qualifications:
· Professional certification such as Certified Records Manager (CRM), Certified Information Professional (CIP), or ARMA International designation.
· Experience working in a public agency, transit system, or regulated environment with complex retention and reporting requirements.
· Familiarity with enterprise content management (ECM) platforms.
Working Environment and Physical Demands:
- Works in a combination of office and records storage environments, with regular use of computers, scanners, electronic document management systems, and other standard office equipment.
- May require periodic movement between offices, file rooms, storage areas, and other agency locations to retrieve, review, organize, audit, or transfer records.
- Work may involve extended periods of sitting, standing, walking, bending, reaching, and handling files, boxes, or scanned materials.
- Requires regular review of detailed documents, data fields, metadata, logs, and records for accuracy, completeness, and compliance.
- May occasionally require travel to other CATS locations or offsite storage facilities and, at times, work outside normal business hours to support records projects, audits, legal requests, or other priority needs.
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.
