performance analyst

Join a Mission That Moves Richmond

GRTC is deeply connected to the communities we serve, offering opportunities to shape the future of public transit through innovative service designs, major capital projects, and a growing regional network. Every day, our work powers more than 30,000 transit trips and supports mobility for people across the region. With new routes, expanded connections, and a second bus rapid transit line in development to complement the Pulse, our ITDP Bronze Medal-winning flagship system, GRTC continues to expand its role as the backbone of regional mobility. Joining GRTC means being part of a mission-driven team with the chance to make a lasting impact on how people move and connect.

SUMMARY:

GRTC's Performance (PMAO) is seeking a Performance
Analyst to support the Sr. Manager, Performance (PMAO) by transforming
operational, financial, and customer data into clear, actionable insights that
help GRTC improve service reliability, customer experience, safety, and
organizational effectiveness. This role supports agency-wide performance
reporting, contributes to KPI development and monitoring, and partners closely
with departments to identify trends, diagnose challenges, and track progress on
improvement initiatives. The Performance Analyst plays a key role in
strengthening GRTC's performance culture and ensuring that decisions are
grounded in accurate, timely, and meaningful data.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Performance Measurement
& Reporting

• Assist
  in maintaining and updating GRTC's enterprise KPI catalog, including
  definitions, formulas, targets, and reporting frequency.
• Prepare
  recurring performance reports and dashboards for the Sr. Manager, Performance
  (PMAO), executive leadership, and departmental teams.
• Support
  the Stat performance cadence through data collection, analysis, pre-read
  preparation, and follow-up action tracking.

Trend Analysis &
Insight Development

• Monitor
  daily, weekly, and monthly performance indicators to identify trends,
  anomalies, and opportunities for improvement.
• Conduct
  root-cause analysis to explain KPI variances with clear, concise findings.
• Develop
  short memos and visualizations that convey complex information in an accessible,
  decision-ready format.

Cross-Functional
Partnership

• Work
  closely with all GRTC business units to validate data, confirm findings, and
  support performance initiatives.
• Participate
  in department reviews, working sessions, and problem-solving meetings to help
  align on corrective actions.
• Assist
  in evaluating improvement projects and documenting their impact over time.

Data Quality &
Process Improvement

• Support
  quality checks on data that feeds key dashboards and metrics.
• Recommend
  improvements to measurement methods, data collection processes, and reporting
  tools.
• Help
  streamline manual reporting by assisting with automation and cleaner data
  workflows.

Unstructured Data

• Use
  simple text-analysis tools to review comments, notes, or feedback when they
  help explain performance trends.
• Summarize
  patterns from qualitative information to supplement KPI analysis and Stat
  preparation.

MINIMUM QUALIFICATIONS:

• Bachelor's
  degree in Business, Analytics, Public Policy, Economics, Statistics, or related
  field.
• At
  least 2 years of experience in performance reporting, analytics, public
  administration, or operational analysis.
• Strong
  skills in Excel and familiarity with data visualization tools (e.g., Tableau or
  Power BI).
• Ability
  to interpret data, identify trends, and communicate findings clearly—verbally
  and in writing.
• Excellent
  organizational skills with the ability to manage multiple assignments.

PREFERRED QUALIFICATIONS:

• Experience
  with transit, public sector operations, or service-delivery environments.
• Basic
  SQL experience or interest in learning.
• Familiarity
  with KPI development, benchmarking, or performance management frameworks.
• Exposure
  to text-based analysis or reviewing unstructured feedback.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.