Director of Strategy & Operations
You will lead part of Via's West Coast portfolio, starting out by directly managing markets and a team of Field Operations Managers, then quickly growing to manage a team of General Managers and Operations Managers. You will set and execute regional operating strategy and ensure safe, reliable, high-quality service across a large, fast-growing, and increasingly complex book of business. You'll lead through scale and ambiguity, develop strong frontline leaders, and partner effectively with transit agency stakeholders, commercial teams, and central functions as the region launches new markets, expands existing contracts, and stands up new service types.
Responsibilities
- Lead, coach, and develop a team, setting clear expectations, cadence, and accountability
- Run a consistent regional operating rhythm
- Build leadership depth by hiring, promoting, and performance-managing regional talent
- Foster a culture of safety, compliance, operational excellence, and partner trust across the region
- Own regional P&L outcomes in partnership with Finance and market GMs
- Set regional targets and remain accountable to KPIs such as service reliability, on-time performance, seat availability, safety, driver staffing, vehicle readiness, and customer experience
- Drive root-cause problem solving on underperforming markets and escalate risks early with clear mitigation plans
- Partner on annual and quarterly operating plans, staffing models, and scenario planning for growth
- Translate regional priorities into actionable market strategies
- Lead the region through new service types and operating models
- Prioritize resources across markets during launch surges, staffing constraints, and partner-critical periods
- Represent Operations in regional strategy discussions with Commercial, Service Design, Product, and Partner Success
- Serve as a senior operational counterpart to agency leadership on high-stakes markets
- Build trust through transparent performance reporting, proactive communication, and credible remediation when service misses occur
- Navigate complex regulatory and contractual environments
- Partner with Commercial, Enablement, Service Design, Remix, Safety, Fleet, HR, and Finance to align operations capacity with growth and product roadmap
- Influence technology and process adoption to improve regional efficiency and visibility
- Contribute to company-wide operations priorities
Requirements
- Proven experience in an operational leadership role, ideally with P&L responsibility
- Demonstrated ability to develop and execute business strategies successfully
- Track record leading high-growth or transformation environments, scaling teams, launching new lines of business, or integrating acquisitions/service expansions
- Excellent interpersonal and communication skills, capable of working with and influencing stakeholders at all levels
- Analytical and problem-solving skills
- Strong comfort working in a fast paced environment, operating in ambiguity, managing multiple tasks simultaneously, and taking on responsibility
- Operational fluency across people-intensive, regulated, 24/7 businesses; comfort with labor planning, safety culture, and compliance
- 10+ years of experience, ideally with a combination of consulting and operating experience
- Bachelor's Degree with a record of exceptional academic and professional achievement
- Willingness to travel extensively across the West Coast (~25%, higher during launch periods)
Benefits
- Free medical plans
- 401K matching
- Equity/RSU package