Use technology and operational tools to monitor service performance, identify emerging issues, and drive informed decision-making
Partner closely with General Managers and Operations leadership to investigate recurring operational challenges, identify root causes, and recommend process improvements
Balance immediate problem-solving with long-term operational thinking, sharing insights and recommendations that improve service reliability and team effectiveness
Build strong cross-functional relationships with Operations, Product, Support, and other stakeholders to drive continuous improvement across the business
Become the subject matter expert on local operations, processes, and systems, adapting quickly as services evolve and new challenges emerge
Who You Are
3+ years of people management experience leading frontline operations, customer support, dispatch, call-center, logistics / transportation, or similarly fast-paced teams
Proven ability to coach, develop, and hold team members accountable while creating an engaged and positive team culture
A strong operator who can effectively manage competing priorities, make decisions quickly, and remain calm under pressure
Customer-focused and empathetic, with a commitment to delivering exceptional service experiences
Comfortable owning operational outcomes and taking accountability for team performance
Tech-savvy and comfortable learning new systems, tools, and technologies quickly
Independent and self-directed; you excel in ambiguous environments where processes may not yet be fully defined
Analytical and curious, with the ability to identify patterns, diagnose root causes, and translate insights into actionable improvements
An excellent communicator who can build trust and influence stakeholders across all levels of the organization
Compensation and Benefits
Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable
Salary Range: $55,000 - $68,000 / year
We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.
Ready to join the ride?
Via is an equal opportunity employer.
