281-874-2131
Metropolitan Transit Authority of Harris Country
Karen’s leadership style is collaborative and transparent, and she said the rewarding experiences she gets from supporting the community are worth their weight in gold. Read about how Transit Makes an Impact in North Houston.
Karen is METRO Director of Ridership & Client Services, and a respected longtime board member of the North Houston District.
While she’s been in transit for nearly 22 years, Karen Marshall worked in several other industries before entering the public transportation realm. She started her career in the oil and gas industry and then shifted gears and went into banking for 12 years.
She eventually switched back to the energy sector for two years before taking a position at the William A. Lawson Institute, a nonprofit focused on achieving equity and inclusion for all residents in Houston’s Third Ward, especially youth, seniors, and other low-income and underserved individuals. In 2002, she joined the Metropolitan Transit Authority of Harris Country (METRO) and has been with the organization ever since, serving in various capacities.
As someone who was never afraid to challenge herself in a new role or new industry, Marshall’s advice to young women early in their careers is to take advantage of opportunities that come their way and not be afraid to step out and try something new. “Explore your potential and look for good opportunities where your skill sets will be valued and appreciated—and if it’s at METRO, even better!” she encourages.
Improving the Experience for METRO Riders
As the Director of Ridership & Client Services at METRO, Marshall is focused on corporate partnerships that increase ridership opportunities and promote METRO’s priorities of providing clean, reliable, accessible, and friendly transportation services to Houston’s diverse population. “So many people rely on METRO daily,” she says, emphasizing METRO’s commitment to providing an affordable, dependable option, especially for those without personal vehicles.
Karen collaborates with corporate partners, encouraging METRO’s public transit system as an added benefit for commuting employees. These programs promote METRO’s initiatives and tap into agency-wide infrastructure improvements, including new park-and-ride locations, micro-transit options, and the 700+ bus stops coming online. As ridership rebounds after the pandemic, METRO is focused on a continued commitment to key service improvements and deepening business relationships, just like her work with the North Houston District for nearly two decades.
Many people prefer using public transit and appreciate its benefits,” Marshall says, although she emphasizes that for many without personal vehicles, METRO is a lifeline.
“People who have other transportation options regularly choose METRO, not only because they recognize the financial savings but also because they know it’s a step in the right direction toward decreasing carbon emissions,” Marshall says. “Even those who don’t ride METRO benefit because transit helps take other cars off the road, alleviating traffic for those that prefer to drive—so you're welcome!” she jokes.
Earning Riders’ Loyalty
While there has been substantial buzz about major expansions, Marshall says right now, METRO is focused on improving core services that contribute to a positive rider experience. With the mission to increase ridership as a guiding star, Marshall and her team work hard to ensure corporate partners are fully aware of METRO’s existing offerings.
Marshall mentions that ‘micro transit’—a type of transit service that helps riders make quick, convenient trips within a dedicated zone—is under consideration as METRO looks to become more flexible and meet the needs of more customers.
The organization is also working on a number of projects in Houston and surrounding areas, including a new park and ride location, advancing bus rapid transit, and having more than 700 fully accessible bus stops in compliance in the new fiscal year. “Bringing immediate improvements to current riders is what METRO is laser focused on at the moment,” Marshall affirms.
Karen Marshall representing METRO
Karen Marshall representing METRO
Karen Marshall representing METRO
Transit Makes an Impact
During her time with METRO overseeing community outreach and public affairs, Marshall worked on the first light rail line project, saw the expansion of the METRO bus network, and helped launch the stored fare card system.
Still, what makes her most proud is helping those who rely on transit and working with corporate clients and ‘choice riders’ to make it an easy decision to choose METRO. “It’s all about education and awareness. Half of my job is dispelling preconceived notions and misconceptions about mass transit,” Marshall says, adding that the reward she gets from supporting the community is “worth its weight in gold.”
Accomplishing More Together
Marshall says other women she’s met through professional organizations have been huge motivators and mentors for her. In addition to the North Houston District Board of Directors, she’s a member of the Greater Houston Women’s Chamber of Commerce and the Houston (TX) Chapter of The Links, Incorporated, where she has formed connections with like-minded leaders.
“What I admire in a leader is elevating the next group of women by ‘reaching back’ and bringing others along as they rise,” Marshall says.
When it comes to leadership style, she describes herself as collaborative and transparent. “I like to be inclusive with decision making and share my rationale. When you get buy-in and trust from people you get better outcomes,” she says.
Marshall spends her free time traveling, spending time with family, and chairing boards and committees for various groups, including the North Houston District, Greater Houston Women’s Chamber of Commerce, Jack and Jill of America, Incorporated Houston Chapter Associates, and the Houston (TX) Chapter of The Links, Incorporated.
“What I admire in a leader is elevating the next group of women by ‘reaching back’ and bringing others along as they rise,” Marshall says.
Karen Marshall accepted her North Houston District 5-year Board Service Award in 2010.
Karen Marshall accepted her 10-year service award in 2015 with District President Greg Simpson to her left and District Board Chair Michelle Wogan to her right.
Karen Marshall and North Houston District Board Members at the December 2021 Meeting.
