Dispatch Operations Lead

Via is on a mission to create public transportation systems that provide greater access to jobs, healthcare, and education. Our platform serves as the technology backbone for modern transit networks, transforming antiquated and Via is on a mission to create public transportation systems that provide greater access to jobs, healthcare, and education. Our platform serves as the technology backbone for modern transit networks, transforming antiquated and siloed public transportation systems into smart, data-driven, and efficient digital networks. With hundreds of agency partners around the world, Via is recognized as the leading transportation technology and service provider globally.

As a Dispatch Operations Lead, you will be involved with every component of our game-changing paratransit transit deployments - from initial setup, daily process execution and continuous improvement, to our highest priority - serving the drivers who make our services possible and getting our riders where they need to go! 

Note: this is a shift-based position requiring availability in early mornings (beginning 4:30AM Eastern Time). 

What You'll Do:

• Maintain and enhance a service's On-Time Performance by proactively identifying and resolving issues that may prevent drivers from reaching assigned riders on schedule.
• Optimize a service’s manifest (“ride plan”) with the aim of ensuring all rides can be completed with the available fleet, identifying late rides and reallocating to available drivers to ensure an on-time arrival.
• Proactively identify changes in same-day driver schedule changes and trigger front line outreach to drivers for shift extensions or new shifts.
• Coordinate with scheduling and front line teams to ensure effective communication to riders where relevant. 
• Propose and implement improvement strategies to optimize ride plans, ensuring better alignment of rides with driver shifts.
• Lead a night-before ride plan process and preparation to ensure rides correctly assigned to drivers and vehicles the following day.
• Recommend solutions or process enhancements to improve operational efficiency.
• Respond to service issues and implement corrective actions in a timely manner.
• Participate in training and development programs to stay updated with industry best practices and advancements in paratransit operations.

Who You Are:

• Tech-savvy; strong computer and technical skills, including experience with numerous software programs (including video games) and the more standard Microsoft Office, the Google Suite. CRM tools like Salesforce are a plus.
• Strong mental acuity and analytical problem-solving skills.
• A comfortable multitasker who enjoys live operations and can quickly prioritize and switch between tasks.
• A clear communicator with excellent reading comprehension and writing skills.
• A well-rounded team player who takes ownership of  your work.
• An entrepreneurial spirit with strong work ethic.
• Dynamic; willing to wear multiple hats and work on projects of all types.
• An action-oriented executor: you take initiative to solve problems and get the job done.
• Successful completion of a drug test, criminal background check, and motor vehicle records check is mandatory for employment.

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: $19 - $21 per hour.
• Shift Available: 4:30am - 1:00pm 
• We are proud to offer a generous and comprehensive benefits package for full-time employees, including health and retirement benefits.

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.