Trinity Metro serves Fort Worth and Tarrant County with 40+ bus lines, 2 commuter rail lines, a 76-vehicle on-demand service, and paratransit. As COO, Wayne managed operations for this system serving over 6 million rides annually, overseeing everything from maintenance and service planning to safety. He led 600 employees in using innovative technology to improve both ridership and rider satisfaction.
Prior to that, his experience spans leadership roles at transit operators including the Metropolitan Transit Authority in Houston, and MV Transportation, First Student, and Laidlaw Transit in St. Louis. We’re excited to welcome his expertise to the team.
Now, hear from Wayne about the journey that brought him to Via, and what’s next.
My career in transportation began well over 30 years ago. I’ve spent that time moving people in the school bus industry and in public transit, across both private and public sectors, fixed route buses and on demand vehicles. It's been very rewarding, and I’ve loved every minute of it. I’ve led many large teams through numerous pivotal projects, but one experience in particular ultimately led me to join the Via team.
At Trinity Metro, we wanted to deliver the best ADA paratransit service possible. To do that, you need a great driver pool who knows each rider’s specific needs and treats them with respect. And drivers need to be supported with good technology and training to do their jobs well. We knew with Via, we’d get just that: powerful technology, plus a team of dedicated and compassionate operators.
We had been partnering with Via for our microtransit service for six years, and I’d call it a success on all fronts. Service was running smoothly, ridership grew quickly and steadily, and the majority of the zones operated at 20 dollars per ride or less, with our most productive zone consistently at 14 dollars per ride. We wanted to offer our paratransit customers that same level of safe, reliable, flexible service. Via was the only provider who could deliver the combination of technology and operational rigor that we needed. So we chose Via as our operating partner and technology provider for ADA paratransit, and we haven’t looked back.
It was, quite frankly, the easiest transition I've ever experienced. That’s saying a lot, given the number of organizational transitions I’ve led through my career. We anticipated bumps but there were no issues with data flow between systems. On Change Day, everyone was prepared, thanks to Via’s comprehensive training for operators and community engagement sessions for riders. Day one was smoother than I could have ever imagined.
Results were immediate and remarkable: customer care calls, which one might expect to increase during such a change, actually reduced. The software worked, so riders, dispatchers, and operators were aligned, and complaints about long rides or missed stops simply vanished. Feedback was overwhelmingly positive. Countless riders have told me: "This paratransit service is better than it's ever been."
This real-world impact, seeing lives genuinely improved, is what motivates me.
The Via difference: passionate people driving real-world results.
Of course great technology can transform a service, but what really sets Via apart is the people. I remember attending a graduation ceremony for a cohort of 30 to 40 new operators in Fort Worth.
As each graduate was called to the stage to receive their certificate, Via’s staff cheered them on — the hooting and hollering in that ceremony is like nothing I’ve ever seen before. That energy stuck with me. I knew then that Via wasn't just providing technology and operating services; they were building a movement.
Ultimately, my decision to join Via was both professional and deeply personal. After years in the field, I wanted to return closer to my family in St. Louis. As I considered my next step, Via immediately came to mind. I remembered the team’s enthusiasm, and more importantly, I knew the power of Via’s products, and the impact Via was making on people's lives. Caring for the communities we serve, expanding access to opportunities, and providing consistently exceptional transit — that resonates deeply with me. I felt compelled to use my experience running large, complex transit operations to help bring this transformative excellence to more communities across North America.
The road ahead: my role at Via.
In my new role as VP of Partnerships, I’ll be working to make sure other agencies have the same experience we had at Trinity Metro: great service and meaningful results that surpass expectations. From initial conversations, all the way through launch, we’ll work through challenges like dwindling budgets and resource limitations to design the right solution for each unique community.
The transit landscape is evolving rapidly, with new technologies and new approaches (like whole-network thinking). Via is driving this change with robust technology and dedicated teams for planning, operations, rider growth, and more. I’m excited to help communities across North America establish and operate complex, integrated transit networks that evolve with their changing needs. We’ll work hand-in-hand with agencies to give riders the best transit possible, while making every dollar count.
Success, to me, looks like bringing transit to the places that need it most, connecting riders to existing infrastructure, and helping people reach the jobs, healthcare, and education that allow them to live better lives. I wake up every morning excited to make that happen.
See you on board!
