Doug Bermudez is a senior transit leader and customer experience innovator with more than two decades of service at the Miami-Dade County Department of Transportation and Public Works. As Chief of Fare Payments and Customer Experience, he leads efforts to modernize fare collection, expand contactless payments, and improve the end-to-end rider experience across one of the nation’s largest transit systems.He began his career as a customer service representative and advanced through leadership roles in operations, finance, and marketing—building a practical, rider-focused approach to service delivery. His work has driven key initiatives such as fare capping, contactless payments, and expanded access to discounted programs, improving both equity and system performance.Doug serves as Co-Chair of the Technology & Innovation Committee for the International Association of Transportation Regulators (IATR), 2nd Vice-Chair of the American Public Transportation Association (APTA) Fare Collection Systems Committee, and Chair of Transportation Research Board TCRP Project A-55.A proud Miamian, he is focused on leveraging emerging technologies and partnerships to deliver a more seamless, inclusive, and future-ready transit system. He holds a Bachelor’s degree from Florida International University and a Master of Public Administration from St. Thomas University.