About this role
Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals.
The Incident Management Team Lead role is a critical safety and risk management role responsible for managing the performance of Incident Management Operations specialists and driving operational excellence. This role combines hands-on leadership with ownership of cross-functional projects.
This is an in-person role in Fort Worth, Texas with evening working hours, approximately 3pm to 11:30pm CT.
What You'll Do:
- Team Leadership
Agent coaching
- Agent performance
- Unprecedented or sensitive issues
- Approving outcomes to investigations
- Manage, coach, and develop the team that is managing investigations and complaints.
- Monitor team performance metrics (QA scores, SLAs, etc.) and work with agents and relevant teams to make improvements where necessary
- Identify training needs
- Act as an escalation point for:
- Operational Excellence
- Identify gaps and inefficiencies in existing processes
- Work cross functionally to improve existing processes and create new processes
- Ensure all teams at Via are familiar with and adhering to IMO processes - even teams where incidents are handled locally.
Who You Are:
- 3 years+ of team management experience ideally in a safety-sensitive live operations role
- Excellent judgment, ability to remain calm and make sound decisions under pressure
- Independent, self-starter that knows when to escalate
- Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
- Meticulous and vigilant, with a high level of attention to detail
- Problem solver; you don’t accept the status quo and are always looking for creative solutions
- Excellent communicator with a knack for always finding the right tone
- An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams
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: $50,000 - $65,000 / year
- We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.
- Successful completion of a drug test is necessary for employment
There has never been a more exciting time to be on the cutting edge of public mobility. Ready to join the ride?
Via is an equal opportunity employer.