Full-Time
Manager of Service Planning
Hampton Roads Transit
201-500 employees
Operates regional buses, light rail, ferries
Compensation Overview
$87.9k - $114.3k/yr
Norfolk, VA, USA
In Person
Bachelor's
 Operations & Logistics (2) |
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- A bachelor's degree from an accredited college or university in transportation or urban planning, land use planning, transportation planning, transportation or civil engineering, public administration, or a comparable field; appropriate experience may substitute.
- Comprehensive knowledge of multimodal transportation planning, transportation planning, and transit planning.
- Knowledge of federal, state, and local regulatory requirements and practices related to transit planning and funding.
- Knowledge of land use planning as it relates to transit planning.
- Knowledge of current public-participation practices for transit planning.
- Management skills, including matrix management with other groups in the agency.
- Ability to work collaboratively with consultants who support regional transit system development and corridor-level planning.
- Ability to plan, organize, and direct the work of staff and consultant resources.
- Ability to communicate effectively orally and in writing.
- Ability to train, supervise, and evaluate subordinates.
- Ability to interact effectively with employees, managers, officials, and the public and resolve problems.
- Ability to prepare, justify, and administer budgets.
- Thorough understanding of public relations and customer service.
- Ability to establish and maintain effective working relationships with city officials and staff, private-sector representatives, and the general public.
- Ability to learn HASTUS, the agency's computerized scheduling program.
- Proficiency with computer systems and Microsoft Office Suite.
- A valid driver's license.
- Ability to perform duties safely, train employees and contractors on safety procedures, conduct workplace hazard analyses, mitigate unacceptable safety risks, and achieve agency safety goals.
- Aid the director in planning, coordinating, and implementing transit services and programs.
- Monitor regional planning activities within the agency's member jurisdictions.
- Work with city staff to establish the agency as an integral part of urban development and land-use decisions.
- Coordinate development of transit services benefiting cities and the region.
- Support coordination with local governments on long-term service development for all transit modes.
- Plan and coordinate work programs of the Service Planning division.
- Establish and monitor controls to evaluate section performance and take corrective action to meet requirements.
- Supervise professional planners, the Service Quality Specialist, Transit Graphic Technician, and Bus Stop Coordinator by directing and monitoring assignments, conducting performance reviews, mentoring professional development, and completing administrative duties including schedules and leave.
- Develop performance reviews for planning staff.
- Develop and implement standard operating procedures for the Service Planning department.
- Develop and monitor passenger-ridership and other statistical analyses to support service adjustments and efficient operations.
- Evaluate transit-service performance and demand for public transit on an ongoing basis.
- Oversee and evaluate service implementation.
- Manage the agency's ten-year Strategic Plan as required by state law.
- Serve as project manager for service implementation and Board changes.
- Coordinate service-implementation activities with Scheduling, Operations, Customer Services, Communications, and external parties.
- Ensure compliance with applicable federal regulations and local, state, and regional transportation policies affecting the agency.
- Assist the director in preparing the annual Transportation Service Plan.
- Participate in service-planning activities for transit facilities, including fixed-guideway stations, operations and maintenance facilities, transit centers, docking and transfer facilities, and other facilities.
- Assist in developing and tracking performance measures for existing transit services and provide analysis and forecasting methods for planned improvements and adjustments.
- Supervise and evaluate professional, technical, and administrative staff and specific functions performed by consultants.
- Propose, direct, and investigate new service proposals and existing service adjustments.
- Develop and evaluate service-performance and quality-assurance programs.
- Ensure compliance with applicable policies, rules, regulations, and laws and stay current on legal, regulatory, and policy developments affecting the area of responsibility.
- Manage records created and received in compliance with the agency's records-management policies and procedures.
- Ensure employees and contractors are properly trained and understand safety rules, policies, and procedures.
- Promote safety awareness by attending safety committee meetings and adhering to safety procedures and policies.
- Encourage the employee safety-reporting program and communicate hazards to the Safety Department.
- Maintain accountability for safety performance within the functional area and achievement of agency safety goals.
- Experience in a public transit agency.
- Five years of experience in transit planning.
- A valid driver's license and, when applicable, acquisition of a Virginia driver's license within 60 days after hire.
Hampton Roads Transit provides regional public transportation across six cities in Hampton Roads, Virginia, including local buses, Norfolk’s light rail, express commuter buses, a passenger ferry across the Elizabeth River, ADA Paratransit, and Traffix programs. It operates under the Transportation District Commission of Hampton Roads, coordinating schedules and fares for different modes of travel. The system combines bus, rail, ferry, and paratransit services within one regional network. Its goal is to offer reliable, accessible mobility, improve regional connectivity, and reduce congestion for commuters in the Hampton Roads region.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Hampton, Virginia
Founded
1999
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Simplify's Take
What believers are saying
- March 2026 brought $10.6 million for 15 new buses, reducing breakdown risk.
- April 2026 Route 981 added Amazon-worker service, deepening employer partnerships and fare revenue.
- February 2026 secured $850,000 for paratransit expansion as monthly ridership reached 36,000.
What critics are saying
- William Harrell retired in summer 2026, risking execution drift during the CEO transition.
- The May 2027 network reset will discontinue 14 routes, inviting rider backlash.
- HRT depends on regional and federal subsidies; funding shortfalls would force more service cuts.
What makes Hampton Roads Transit unique
- GoMobile launched June 2026 across buses, light rail, ferries, and VB Wave.
- HRT built 2,600 smart stops in-house, with QR access and real-time issue reporting.
- HRT’s regional funding model supports 15-minute backbone service, unlike fragmented local operators.
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Company News
Tap, pay, ride: how GoMobile is changing your commute. By: Angela Gregory August 3, 2026 Technology is changing rapidly. If public transit agencies want to keep up, they must adapt. Hampton Roads Transit is always looking for innovative ways to improve the customer experience. This year, HRT took a big leap forward, launching GoMobile - a new way to pay for public transportation in Hampton Roads. Customers can now purchase fares using the GoMobile app, a reloadable card, or bankcard, in addition to cash. This contactless fare payment system is designed to make boarding seamless, increase on-time performance, and improve reliability. Transformative Transit Technology The transition to GoMobile was nearly a decade in the making. HRT partnered with Siemens Mobility on the project. Drew Reller, Head of Finance at Siemens Mobility, was part of the project team that brought GoMobile across the finish line. He says GoMobile is "a giant leap forward in providing customer service" and puts HRT at the "forefront of technology." Despite some challenges, Reller applauds HRT for the successful launch and says it was exciting to be part of the project. "To be able to do something that can make public transit riders' lives better is something to be proud of," he says. Reller thinks the flexibility of GoMobile, especially its fare-capping feature, will be one of the biggest benefits, "no matter how you use the system." "For customers who have challenges being able to pay for a monthly pass, to be able to pay as you go will help with getting the best value," Reller says. "We want people to be able to use the system without big barriers." "GoMobile was a complicated project to execute," he explains. "We had to work with multiple companies to install the hardware on every bus, ferry, trolley, and light rail station without causing any downtime across the network." What Customers Are Saying About GoMobile The GoMobile features were rolled out slowly over the course of about three months after extensive beta testing. "Still, some customers are apprehensive about using [GoMobile], but once I explain the fare-capping feature, they are excited to try it," says Ariel Gardner, an HRT public outreach coordinator. With the fare-capping feature, GoMobile offers frequent riders a more affordable option. Instead of needing $70 upfront for a monthly pass, riders pay their $2 fare as they go. Once they spend $4.50 in a day, rides for the rest of the day are free. Once they hit $70 in a month, rides for the rest of the month are free. This perk ensures those who can't afford the upfront cost of a monthly pass always get the best possible fare. Heather Cutrone is a daily rider and chair of the Transit Riders Advisory Committee (TRAC). She commutes to Downtown Norfolk five days a week. She had the benefit of getting early training on GoMobile from HRT's technology team, so she's been able to walk fellow customers through the process of setting up the app or using the ticket vending machines (TVMs). Overall, Cutrone reports hearing far more positive feedback than negative, with the main question from excited riders simply being, "Why did this take so long?" While some find the TVMs a bit confusing at first, the consensus is that GoMobile is user-friendly, easy to follow, and rapidly gaining traction among daily commuters. Cutrone also works to ease any security concerns riders might have about inputting personal details into the app, reminding them that digital payments are standard today. For those who remain hesitant or less tech-savvy, she points out that the GoMobile reloadable card offers an alternative, and cash is always accepted. Fellow TRAC member Yolonda Burns, who commutes six days a week from her home on the Peninsula to her job at Union Mission on the Southside, is equally enthusiastic about the upgrade. "I love the app," Burns shares, highlighting how quick, convenient, and easy it was to master and teach fellow riders. She frequently uses the app's built-in trip planning and real-time bus tracking features. For Burns, the financial benefits have been big. While her commute from Newport News to Norfolk already saves her money on gas, insurance, and vehicle maintenance, GoMobile's fare-capping feature has taken those savings even further, earning her two weeks of free fares. As Burns put it, "It's saving me money. It's saving me time." Riders across other routes are feeling the positive impact as well. Justina Harrison, who commutes from Portsmouth, finds the digital platform a major upgrade over traditional paper passes. She takes full advantage of fare capping and appreciates the convenience of the app, noting how easy it is to simply tap her phone and get on with her day. Whether you're a daily commuter or an occasional rider, getting set up ahead of time is the best way to ensure a stress-free trip. Don't wait until you're standing at the stop; download the GoMobile app, set up your account, and take a few minutes to explore its features today. By getting comfortable with GoMobile now, you'll be ready to tap, pay, and ride the next time you head out! On the move. Momentum quarterly. Going places podcast.
Senator Williams Graves shares summer updates and highlights new state budget. July 2, Senator Angelia Williams Graves provided updates to constituents of Virginia's 21st District, focusing on community resources, legislative developments, and upcoming events. Williams Graves, a lifelong Norfolk resident and former city council member, said, "It's an honor to serve you in the Senate of Virginia. As a lifelong resident of Norfolk, public service is deeply personal to me. My journey began on Norfolk City Council, where I served from 2010 to 2021, including two years as Vice Mayor, before being elected to the House of Delegates and now proudly representing the 21st Senatorial District. Beyond the Capitol, I'm a Real Estate Broker, a proud graduate of TCC and ODU, and a committed community advocate. My mission is simple: To love, lead, and inspire with integrity and authenticity to the glory of God. I look forward to keeping you informed and engaged as we work together to build stronger communities across our district." Williams Graves outlined her office's focus on constituent services, stating, "My Office Team is laser-focused on making sure our constituents successfully access the services they need from Federal, State, and Local Government Agencies. We are a liaison to various agencies, departments, and community resources. Our goal is to connect you with the appropriate entity to help you get your problem or issue resolved or move your request forward. While we work to help everyone who contacts our office, we prioritize those who live in the 21st Senate District." The newsletter highlighted the passage of the 2026-2028 biennial state budget, which Williams Graves said reflects the Senate Democrats' commitment to lowering costs for working families, strengthening public education, expanding access to healthcare, and making strategic investments in communities. She described the five-phase budget process, which includes agency preparation, budget development, legislative action, governor's review, and budget execution. The budget goes into effect on July 1 in even-numbered years and on the date of passage in odd-numbered years. More information about the budget process is available, according to the Virginia General Assembly. Williams Graves also announced community events, including the 43rd Annual Fourth of July Great American Picnic & Fireworks at Town Point Park, summer camps for children and teens, and the annual Project ORF event for Minority Mental Health Month. She encouraged residents to participate in city boards and commissions, volunteer opportunities, and highlighted local resources such as the Norfolk Family Justice Center, Dominion Energy assistance programs, and Senior Services of Southeastern Virginia. Hampton Roads Transit has launched a new webpage to introduce youth to transit and completed the installation of "smart stop" bus signs at over 2,600 locations, enabling real-time information and interactive features for riders. The Student Transit Riders Commission was also established to give high school students a voice in transit matters. Williams Graves concluded, "Thank you so much for the opportunity to serve as your Senator! Remember you are a walking, talking, living, breathing miracle!"
Building the next generation of Transit leaders. By: Angela Gregory June 8, 2026 It's graduation season, and in May, I was honored to be among 15 transit professionals who graduated from the Virginia Transit Association's (VTA) Virginia Transit Leadership Institute (VTLI). Hampton Roads Transit were the third cohort to complete the program since its launch in 2023. VTA Executive Director Danny Plaugher says the program was created to build a stronger pipeline of transit leadership. "Getting that exposure and seeing a little bit, even if it's a quick snapshot of how other agencies do things, so that we as a community can grow and improve," Plaugher says. Building on national models, VTLI is based on a leadership program from the American Public Transportation Association (APTA). Noelle Pinkard, Organizational Advancement Officer at Hampton Roads Transit (HRT), was on the committee that developed the curriculum. "We wanted every participant to walk away with a deeper understanding of the challenges and opportunities facing public transportation in Virginia, and the confidence to make a difference in their communities," Pinkard says. A Network of Transit Advocates Participants, selected through a competitive application process from transit agencies across the Commonwealth, formed a diverse group. This year's cohort included people in various stages of their careers, from novices like me to long-time transit advocates. Multiple departments were represented, including marketing and communications, government relations, operations, planning, safety, training, finance, procurement, maintenance, and more. The program kicked off in September, when Hampton Roads Transit hosted the first session. Participants heard from HRT President and CEO William Harrell, who is retiring later this year. "The Virginia Transit Leadership Institute is growing the next generation of transit leadership," Harrell says. "We need strong leaders to advocate for the future of public transit." Over the next nine months, I crisscrossed the Commonwealth, visiting transit agencies, planning commissions, and the Department of Rail and Public Transportation (DRPT). The program provided an opportunity to network with other transit professionals, learn how their organizations operate, and gain a broader understanding of the challenges and successes within public transportation. Hampton Roads Transit also heard from senior executives about their leadership journeys. Fellows also had an opportunity to participate in the VTA's Transit Advocacy Day in Richmond. The group met with Virginia lawmakers to advocate for public transit. The cohort was even recognized in the House of Delegates and Senate chambers. Reflections from the Cohort Cynthia Porter Johnson is the Manager of Grants and Procurement for the Potomac and Rappahannock Transportation Commission and OmniRide. She described her experience as "incredible" and "exceeding all expectations." "The opportunity to visit transit agencies across Virginia and see firsthand how transportation services are delivered to diverse communities was truly eye-opening," Porter Johnson says. "One of the most rewarding aspects was connecting with fellow VTLI participants, learning about their roles, and gaining insight into how they support their respective agencies." Porter Johnson says she walked away from the program with personal growth and meaningful connections. Jeannie Leonard, Director of Transportation at Senior Services of Southeastern Virginia in Norfolk, shared a similar sentiment, calling the experience "insightful and rewarding." "VTLI strengthened my understanding of leadership - not just from an operational standpoint, but in terms of communication, collaboration, and supporting both staff and riders effectively," Leonard says. "Overall, the program gave me a greater appreciation for the role transit plays in connecting communities and the importance of strong leadership within the industry." My colleague, HRT Marketing Communications Strategist Katie Fenimore, was selected for the second VTLI class in 2025. She said it was a wonderful experience. "I visited new cities, tried new transit systems, and met other transit professionals, all working in different roles," Fenimore recalls. "It was helpful to reflect on what our organization does well and areas where we could improve. Each region, though perhaps different from one another, all need public transit options for their citizens." Lessons Learned Feedback from previous VTLI cohorts has been overwhelmingly positive, according to Plaugher. One of the most valued aspects is hearing senior executives share their personal career journeys, providing insight into the many pathways into public transit leadership. "Everybody gets to transit different ways," Plaugher points out. "It's critically important to convey that no matter how you got here, you're here and we want to keep you here." Plaugher says one of the most important things emerging leaders can do is "get out there and learn a little bit about your own agency." This perspective inspired this year's final project, where fellows interviewed a community partner, a customer, and a colleague, then delivered a three-minute presentation on how public transit impacts their region. The project encouraged firsthand exploration and reflection on transit's role in the community. "The incredible diversity of the presentations was one of the most exciting parts," Plaugher says. "It was inspiring, and I fully enjoyed it." "VTLI is one of [VTAs] most exciting programs," Plaugher adds. "I am hoping the fellows who have gone through the program have a greater appreciation for everything that goes into public transit." As I reflect on my experience with the Virginia Transit Leadership Institute, I am grateful for the opportunity to learn from inspiring leaders, connect with talented peers, and gain a deeper understanding of the vital role public transit plays across its communities. The program broadened my perspective and strengthened my commitment to advocating for reliable, efficient, safe, and sustainable public transit. I look forward to applying the lessons learned and continuing to grow as a transit professional alongside this remarkable network. Latest video edition. Momentum quarterly. Going places podcast.
New bus route set up to serve workers at Virginia Beach Amazon warehouse. The route stop locations were identified using employee zip code data and shift times provided by Amazon. PUBLISHED: April 13, 2026 at 5:04 PM EDT Hampton Roads Transit will unveil a new bus route next month aimed at helping the workers at the new Amazon fulfillment center in Virginia Beach with their commute. Starting May 10, the new Route 981 will run from the Downtown Norfolk Transit Center on St. Paul's Boulevard to the fulfillment center along Dam Neck Road, with stops along the way at the light rail stations on Ballentine Boulevard and Newtown Road, and at Tidewater Community College's Virginia Beach campus. Stops will be coordinated to serve the morning and evening shift changes, following the same path in both directions, according to HRT. The city and Amazon requested the route to serve roughly 1,000 employees at the 3.2 million square-foot facility, which opened last fall. The $195,577 cost of Route 981 is fully funded through the Hampton Roads Regional Transit Fund, requiring no city money. The stop locations were identified using employee zip code data and shift times provided by Amazon to determine the feasibility of providing service directly to the new facility, according to an HRT spokesperson. This route is similar to Route 980 which already serves the Amazon facilities in Chesapeake and Suffolk. It will not operate on Amazon company holidays, according to a news release. "The route stops at key locations for transit connectivity within employee home locations utilizing our existing bus stops for other routes," the spokesperson said in an email. HRT President and CEO William E. Harrell said in a statement that Route 981 shows that HRT and local governments can "together to develop transportation solutions that benefit everyone in our region." "We look forward to launching this service with the full support of a partnership that recognizes how transit supports jobs, recruitment and the economy," Harrell said. The morning bus will leave the transit center in downtown Norfolk at 6:06 a.m. each day, arriving at Amazon by 7 a.m. The evening bus will leave Norfolk at 4:58 p.m. for a 6 p.m. arrival at Amazon. The return trip leaves the Dam Neck Road facility at 5:30 a.m. and 6:30 p.m., arriving at the Downtown Norfolk Transit Center at 6:26 a.m. and 7:28 p.m., respectively, according to HRT. "Getting to work shouldn't be a barrier to opportunity," Virginia Beach City Manager Patrick Duhaney said in a news release. "This new route helps connect people to jobs, supports our local economy and reflects our commitment to working with partners to deliver practical solutions that meet the needs of our community." Gavin Stone, 757-712-4806, [email protected]
Hampton Roads Transit receives $10.6 million to upgrade bus fleet. The money will go towards replacing 15 buses in the fleet Posted 3:40 PM, Mar 26, 2026 NORFOLK, Va. - In our area, the early months of the year are typically a busy time for Hampton Roads Transit (HRT), as federal funding begins to arrive. This year is no exception, with the organization securing $10.6 million to improve its bus fleet. The funding comes through the Federal Transit Administration's 2025 Grants for Buses and Bus Facilities Competitive Program and will allow HRT to replace 15 aging buses as part of its ongoing fleet renewal efforts. Officials say the investment will help extend the overall life cycle of the fleet while reducing maintenance costs and improving reliability for riders. "We are grateful for the support of our congressional delegation, which recognizes the need to help us continually refresh our buses to increase efficiencies, reduce maintenance costs, and provide modern amenities for our customers who rely on HRT every day," said William E. Harrell, President and CEO of HRT. For daily riders like Heather Cutrone, the upgrades can't come soon enough. Cutrone commutes from Virginia Beach to downtown Norfolk five days a week using a combination of bus and light rail services, a routine she has maintained for nearly a decade. "It's only once an hour that the bus comes," she said. "So if we have old buses or anything like that, they're going to break down, which means that puts me behind by two hours sometimes versus just my normal transit." Transit officials say that while maintenance teams work to keep buses running smoothly, older vehicles eventually become less reliable. "We've got superb maintenance here, but after a while buses, like your personal vehicle, may not be worth running once it hits a certain stage," said Thomas Becher, a spokesperson for HRT. "So these new buses are important to help refresh and keep that fleet updated." Federal lawmakers say the funding will have a direct impact on service quality across the region. "I was proud to support this $10.6 million grant for Hampton Roads Transit," said U.S. Rep. Bobby Scott. "This funding will help modernize and upgrade the fleet, ensuring our region meets its essential economic needs while providing high-quality transit service to thousands of my constituents." In a joint statement, U.S. Sens. Mark Warner and Tim Kaine added that the investment will help deliver "state-of-the-art buses" that improve reliability and accessibility for passengers. The new buses are being manufactured by Gillig, a California-based supplier, before being transported across the country to join HRT's fleet. Becher says the upgrades will result in fewer breakdowns and delays, making public transportation a more dependable option. The new buses are expected to be in service later this year. More transportation news Marketplace. Powered by