Live Operations Coordinator
You will manage key aspects of day-to-day transit operations, including paratransit and on-demand transit, in Sarasota, FL. Working alongside your teammates, you'll be the go-to person for live troubleshooting decisions, collaborating with operations, support, and product optimization teams to help plan and improve services. You will also handle a variety of other tickets and tasks based on business needs. This is a fully in-person position requiring you to be onsite five days per week.
Responsibilities
- Proactively adjust daily operating plans based on real-time input from drivers, riders, and colleagues
- Prioritize operational issues and provide creative solutions for overseeing a live operation
- Serve as the real-time point of contact and full owner of live ops issues
- Manage various stakeholders across diverse teams including Dispatch, Rider support, and Local Operations team
- Build strong cross-functional relationships across Via teams, offices, and external partners
- Deliver exceptional rider and driver support representing Via values and building trust
- Support other business areas using operating and troubleshooting expertise, including other live operations, phone and email
- Triage and prioritize live operational issues and take action based on information received
- Leverage knowledge of Via products and services to make ad hoc decisions with little guidance
Requirements
- Thrive in fast-paced environments and make sound decisions on the fly
- Learn new software quickly and juggle multiple tools simultaneously
- Take full ownership of outcomes for issues that arise during live service
- Think ahead and anticipate problems before they start
- Communicate empathetically and effectively with active listening and collaboration
- Make thoughtful choices between imperfect options amid ambiguity
- Maintain a solution-oriented mindset under pressure
- Identify and improve upon processes that are not working
- Collaborate effectively as part of a cross-functional team
Benefits
- Medical plans
- 401K matching