Driver Support Team Lead

You will play a critical role in ensuring safety and effective risk management across operations. You'll lead and develop a team of Incident Management Operations specialists while driving operational excellence across processes and systems. You'll combine hands-on team leadership with ownership of cross-functional initiatives that improve how incidents are managed across the organization. This is an in-person role with evening working hours, approximately 3pm to 11:30pm CT.

Responsibilities

• Lead, coach, and develop a team responsible for managing incident investigations and complaints, ensuring a consistently high standard of performance
• Monitor team performance metrics and partner with agents and cross-functional teams to drive continuous improvement
• Identify skill gaps and training needs, and implement targeted development initiatives to strengthen team capabilities
• Serve as an escalation point for complex, sensitive, or unprecedented issues, exercising strong judgment under pressure
• Identify gaps and inefficiencies in existing incident management processes and proactively drive improvements
• Work cross-functionally to improve workflows and build new processes that enhance quality, speed, and scalability
• Ensure consistent adoption and adherence to Incident Management Operations (IMO) processes across all teams, including those handling incidents locally

Requirements

• 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 mindset, not accepting the status quo and always looking for creative solutions
• Excellent communicator with a knack for always finding the right tone
• Exceptional team player who can quickly contribute to cross-functional teams
• Successful completion of a drug test is necessary for employment

Benefits

• Medical plans
• 401K matching