Live Operations Lead, Student Transit at Via

Via is using technology to transform transportation around the world. From changing a single persons daily commute to reducing humanitys collective environmental footprint weve 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 Youll Do:Manage communications with students caregivers and the school districtServe 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 arisePrioritize operational issues as the real-time point of contact and implement creative solutions to solve problems as they ariseRespond to driver feedback and live customer issuesDiligently work collaboratively with a broad interdisciplinary team to scale operational processes systems and tools to drive rapid growthMaintain and enhance a services 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 shiftsCoordinate with front line teams to ensure effective communication to caregivers and drivers where relevantPropose 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 skillsA comfortable multitasker who enjoys live operations and can quickly prioritize and switch between tasksSkilled in prioritizing and strong delegation skills to optimize team performanceAble to manage multiple priorities simultaneously while maintaining accuracy and focusA clear communicator with excellent reading comprehension and writing skillsCustomer-service oriented; able to de-escalate situations and bring down the temperature with escalated stakeholdersCalm cool and collectedable to stay even-keeled during urgent or high-pressure issuesA well-rounded team player who takes ownership of (and pride in) your workOwnership-driven: you take charge of ongoing issues and manage them through to resolutionComfortable with ambiguity; able to create solutions even when no SOP existsDemonstrated leadership with strong prioritization skillsAn action-oriented executor: you take initiative to solve problems and get the job doneCompensation and BenefitsFinal salary will be determined by the candidates experience knowledge and skills. Salary reflected does not include equity or variable pay where applicableSalary Range: $19-$21/hourShifts available:Monday to Friday 4am CT - 12:30pm CTMonday to Friday 11:30am CT - 8pm CTWe are proud to offer a generous and comprehensive benefits package including free medical plans and 401K matching.Were 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 provideseveryonewith 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 youre excited about this role but your past experience doesnt 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 rideVia is an equal opportunity employer. Key Skills Anti Money Laundering,Access Control System,Catering,Assessment,Communication Employment Type : Student Experience: years Vacancy: 1 Hourly Salary Salary: 19 - 21