You have built an extensive career in transit. Can you talk about your background prior to joining MV?
I started with Greyhound in 1988 when I joined as Head of Charter and Group Sales for the state of Virginia. Two years later, I transitioned into operations as General Manager in Richmond, Virginia, where I oversaw what was then the largest passenger transfer location in the country.
In 1994, I was promoted to Operations District Manager, with responsibility for a large territory spanning from New Jersey to South Carolina and west to Memphis and Detroit. I also oversaw Greyhound’s East Coast Driver Training Facility in Richmond. During this period, I participated in a seven-day team-building meeting between Greyhound and the Amalgamated Transit Union at the George Meany Center in Silver Spring, Maryland. The experience focused on identifying common ground and strengthening collaboration between the company and union leadership.
In 1997, I became the Regional Manager based in New York City, overseeing operations throughout New England and across key routes connecting Montreal, Toronto and New York. The region generated approximately $330 million in revenue and was the largest of Greyhound’s 11 regions, accounting for roughly one-third of the company’s total operations. My responsibilities also included Greyhound’s casino operations in Atlantic City. In the fall of 2001, I transitioned into the role of Head of Business Development, which I held until leaving Greyhound in 2003.
From 2003 to 2006, I served as General Manager for the Fairfax Connector’s fixed-route bus system, overseeing multiple garages and a workforce of more than 600 drivers, 150 maintenance employees, and additional support staff.
MV places a strong emphasis on building long-term partnerships with our clients. What does long-term client development mean to you today—and how has that evolved as client expectations and technology have advanced?
Long-term client development, to me, is about building true partnerships, working side by side with our clients to understand their needs and develop and deliver solutions that support them both today and into the future.
At MV, that means bringing together expertise across safety, operations, professional services and business development to take a holistic view of what’s driving a client’s needs, whether that’s system redesign, applying for funding opportunities with our grant writer, or evolving service models. The goal is for our clients to see us as an extension of their team.
That approach is even more important as expectations continue to evolve. The rise of services like Uber, microtransit, and bus rapid transit have changed how people think about mobility, increasing expectations for flexible, on-demand solutions. As a result, agencies are exploring models like first-mile/last-mile services.
Our role is to help clients not only respond to these changes, but anticipate what’s next, bringing forward new ideas and leveraging technology and AI to enhance planning, streamline processes, and deliver better service to the communities they serve.
Customer success is no longer just about support—it’s about anticipation. How does your team proactively identify opportunities to improve service and drive success for our clients before challenges arise?
Customer success today is about being proactive and anticipating needs, not just responding to them. That starts with putting the right team in place to support our clients and identify opportunities to strengthen and expand services over time.
Our team stays closely connected to our clients and the communities they serve. We’re regularly engaging with agency leadership, local stakeholders, and community partners to understand what’s working, where there are challenges, and what may be coming next, especially as agencies navigate isssues like funding pressures and evolving service demands.
For example, as many agencies reevaluate their technology platforms and service models, our team is actively tracking performance, assessing both new and existing solutions, and identifying opportunities to improve how systems are deployed, helping maximize efficiency and enhance the rider experience before challenges arise.
Because we sit at the center between our clients and MV, we’re able to bring together the right internal expertise at the right time—whether that’s operations, business development, or professional services—to help address challenges before they arise. By staying engaged and informed, we help our clients plan ahead, adapt, and continue delivering strong service to their communities.
In a competitive market, what truly sets MV’s approach to customer success apart—and how does that translate into long-term client retention and growth?
What sets MV apart is our commitment to truly understanding our clients from the very beginning and maintaining that focus throughout the partnership. We take the time to learn where an agency is today, where they’re headed, and what challenges may be ahead, whether that’s funding pressures, workforce needs, or evolving service expectations.
That work often begins well before a contract is ever in place. Our Customer Success team engages with agencies and stakeholders months in advance, building relationships, gathering insights, and helping shape strategic plans that address both current needs and future goals. By taking this proactive approach, we’re able to position our clients and our partnerships for long-term success from the start.
From there, we focus on delivering meaningful solutions, including investments in zero-emission vehicles, workforce development, and using technology and AI to support recruiting, retention, and operational efficiency.
Our goal is for the Customer Success team to feel like an extension of our clients’ teams, working alongside them to navigate challenges and develop solutions together that are aligned with long-term goals.
Ultimately, that approach strengthens trust, drives better outcomes, and supports partnerships that continue to grow over time.
How do you ensure strong alignment between Customer Success, Technology, and Operations to deliver smarter, more integrated solutions for our clients?
Strong alignment begins long before a contract begins. My team and I focus on strategic partnerships, where early discovery allows us to build a shared understanding of a client’s specific needs and challenges well in advance.
By focusing on what’s new and upcoming, I can ensure that our Technology and Operations teams aren’t just reacting to contract requirements but actively co-authoring the strategy.
Agencies partner with MV for our expertise, including helping them navigate an increasingly complex technology landscape. With the investments our technology team has made, particularly in AI and next-generation platforms, we’re well positioned to guide clients as they transition from legacy systems to solutions that meet evolving needs.
We continuously evaluate these platforms based on performance, scalability, and fit for each agency, allowing us to provide informed, tailored recommendations.
By aligning Customer Success, Technology, and Operations, we deliver more integrated solutions that help clients improve service, operate more efficiently, and plan for the future with confidence—enhancing the experience for the riders and communities we serve.
How did your career lead you to MV and your current role?
I bring over 20 years of bus operational experience, and within my 37-year career, I have led large operational regions, overseen sales organizations, managed union negotiations, and most importantly, supported career development for young people. Those experiences and successes ultimately led me to MV, and I could not be prouder of that journey.
You’ve been with MV for nearly 18 years. How have you seen the company evolve over time and what excites you most about the future of MV?
I’ve seen MV grow from a family-based company into a nationwide force while still holding on to those family values. Today, MV is a leader in many areas, including:
- Artificial Intelligence: Our team, led by Cris Kibbee is focused on driving industry innovation through technology and AI solutions.
- People Investment: Through programs like the GM Academy and our DOT-approved Technician Apprenticeship Program, we’re developing future leaders and skilled technicians from within MV.
- Customer Focus: We continue to deepen our awareness of the political and financial pressures our customers face, ensuring we can adapt and support them effectively.
- Zero-Emission Vehicles: Led by Jim Shultzman and his team, MV is committed to advancing sustainable transit solutions.
- System Redesign: From fixed-route and paratransit to microtransit and other on-demand models, we’re continuously innovating to provide efficient, reliable, and cost-effective services that best serve communities.
The future of MV excites me because it brings together innovation, sustainability, and employee development, all while keeping the communities we serve at the center of what we do.
What’s one leadership lesson you’ve learned that has shaped how you lead today?
Character is key to establishing trust in this industry. It’s about creating a brand that people recognize and believe in, one where they can trust what you say and trust your recommendations.
How do you and the customer success team ensure MV customers are maximizing their potential?
We start by listening to both their struggles and their successes. It’s about fully understanding what improvements they’re looking for, but also what changes they may need to make to provide sustainable service in the communities they serve, now and into the future. Our role is to identify how we can best assist both potential and existing customers with their challenges.
If you were not working in transit, what would be your alternative dream job?
Fashion.
Who is Gary Coles outside of work? What do you enjoy doing in your free time?
Being a husband, father, and grandfather tops my list. However, my faith is what’s most important. Being a faith leader in my community gives me the opportunity to reach kids and future generations. As a former athlete, I also enjoy track, field, and basketball.
What is a fun fact about you that people would be surprised to learn?
I love meeting new people and the interactions that come with making new connections. I love a great cigar. And a fun family fact, all my kids have city names: Dallas, Austin, and Paris.