Do Operators Make the Best Transit Leaders? Lessons from Michael Dylan Pal

In this episode of Transit Unplugged, host Paul Comfort explores a question many transit agencies are asking today: Do operators make the best transit leaders? Paul’s guest, Michael Dylan Pal, Director of Public Transit for the Niagara Frontier Transportation Authority (NFTA) in Buffalo, has lived that journey firsthand. Pal began his career behind the wheel as a bus operator for New York City Transit, eventually rising through the ranks of the MTA, serving in senior leadership roles across multiple agencies, and later helping lead operations at Valley Metro in Phoenix before returning to New York to oversee transit in the Buffalo–Niagara region. In this conversation, Pal reflects on how starting on the front lines shaped his leadership philosophy—and why understanding the daily realities of operators can make a real difference when managing a complex transit system. Today, Pal leads the NFTA Metro system, which provides bus, light rail, and paratransit service to the Buffalo–Niagara region—supporting more than a million residents and carrying roughly 50,000–60,000 riders on a typical weekday. Paul and Michael discuss: How Pal’s career started as a bus operator in Brooklyn What transit leaders can learn from working on the front lines The transition from Phoenix’s desert system to Buffalo’s winter operations Major projects underway in Buffalo, including the DL&W Station redevelopment Plans for the Amherst rail extension The upcoming Bailey Bus Rapid Transit corridor Fleet modernization, electric buses, and future propulsion strategies Pal also shares how Buffalo is experiencing a new wave of investment and growth, and how transit is playing a key role in connecting people to jobs, education, and opportunity across Western New York. For Pal, the lesson is simple: the best transit leaders never forget what it’s like to serve riders and support operators every day. Host: Paul Comfort Executive Producer: Julie Gates Producer: Chris O’Keeffe Editor: Patrick Emile Associate Producer: Cyndi Raskin Transit Unplugged is brought to you by Modaxo, passionate about moving the world’s people. Disclaimer: The views and opinions expressed in this program are those of the guests, and do not necessarily reflect the views or positions of Modaxo Inc., its affiliates or subsidiaries, or any entities they represent (“Modaxo”). This production belongs to Modaxo, and may contain information that may be subject to trademark, copyright, or other intellectual property rights and restrictions. This production provides general information, and should not be relied on as legal advice or opinion. Modaxo specifically disclaims all warranties, express or implied, and will not be liable for any losses, claims, or damages arising from the use of this presentation, from any material contained in it, or from any action or decision taken in response to it.