Live Operations Lead, Student Transit

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.

We operate student transit services across the U.S. and are committed to offering reliable and efficient transportation solutions for students, and their respective caregivers and school districts. Our focus is on maintaining high standards of service, ensuring punctuality, and providing a frictionless experience for all stakeholders.

As a Live Operations Lead, Student Transit, you will ensure operational excellence and an unbelievable customer experience for the students we transport, and all relevant stakeholders. Live Operations Leads like you are the masterminds behind day-of ride plan adjustments to respond to unexpected events like vehicles going out of service or drivers calling out sick at the last minute to ensure 100% of rides are served on time.  As a Dispatch Lead, you play a critical role in ensuring student transit rides across the U.S. are served with the highest quality possible. 

This is a full-time, shift-based position requiring availability in early mornings (beginning 4AM Central Time) or later evenings (until 8PM Central Time). This role will be in-person at our Fort Worth location. 

What You’ll Do:

• Manage communications with students’ caregivers and the school district 
• Serve as the main point of contact for our school district partners, answering inbound calls and making outbound calls to keep stakeholders informed when operational issues arise
• Prioritize operational issues as the real-time point of contact and implement creative solutions to solve problems as they arise
• Respond to driver feedback and live customer issues
• Diligently work collaboratively with a broad interdisciplinary team to scale operational processes, systems, and tools to drive rapid growth
• Maintain and enhance a service's On-Time Performance by proactively identifying and resolving issues that may prevent drivers from reaching assigned students on schedule.
• Proactively identify changes in same-day driver schedule changes and trigger front line outreach to drivers for shift extensions or new shifts
• Coordinate with front line teams to ensure effective communication to caregivers and drivers where relevant
• Propose and implement improvement strategies to optimize ride plans, ensuring better alignment of rides with driver shifts.
• Recommend technological solutions or process enhancements to improve operational efficiency.
• Respond to service issues and implement corrective actions in a timely manner.

Who You Are:

• Tech-savvy; strong computer and technical skills, including experience with numerous software programs and the more standard Microsoft Office and 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
• Skilled in prioritizing and strong delegation skills to optimize team performance
• Able to manage multiple priorities simultaneously while maintaining accuracy and focus
• A clear communicator with excellent reading comprehension and writing skills
• Customer-service oriented; able to de-escalate situations and bring down the temperature with escalated stakeholders
• Calm, cool, and collected—able to stay even-keeled during urgent or high-pressure issues
• A well-rounded team player who takes ownership of (and pride in) your work
• Ownership-driven: you take charge of ongoing issues and manage them through to resolution
• Comfortable with ambiguity; able to create solutions even when no SOP exists
• Demonstrated leadership with strong prioritization skills
• An action-oriented executor: you take initiative to solve problems and get the job done

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/hour
• Shifts available:
  • Monday to Friday, 4am CT - 12:30pm CT 
  • Monday to Friday, 11:30am CT - 8pm CT 
• We are proud to offer a generous and comprehensive benefits package, including free medical plans and 401K matching.

We’re Via, and we build technology that changes the way the world moves. We pioneered the TransitTech category to ensure that the future of transportation is shared, dynamic public mobility — the kind that reduces carbon emissions across congested cities, minimizes reliance on private cars, and provides everyone with accessible, efficient, and affordable ways of getting around. 

We created the first end-to-end TransitTech solution for cities and transit agencies, offering world-class software, service design, and operational expertise to fundamentally improve the way the world moves.

Via was founded with the guiding principle that we go further when we go together. We are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.

Ready to join the ride? 

Via is an equal opportunity employer.