Incident Management Team Lead

Via; Fort Worth (TX); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical plans

401K matching

Job summary

Via is seeking an Incident Management Team Lead in Fort Worth, TX, in-person role guiding a team of Incident Management Operations specialists and partnering across the organization to improve incident handling. You will coach, develop, and supervise the team, monitor performance, and drive cross-functional improvements while escalating complex issues with sound judgment and calm leadership.

The role includes a strong focus on safety and reliability.

Qualifications

• 3+ years of team management experience in a safety-sensitive live operations role.
• Strong judgment under pressure and sound decision-making.
• Independent, proactive, and able to manage multiple tasks.

Responsibilities

• Lead, coach, and develop a team responsible for incident investigations and complaints.
• Monitor team performance metrics and drive continuous improvement.
• Identify skill gaps and training needs, implementing development initiatives.
• Serve as escalation point for complex, sensitive, or unprecedented issues.

Skills

Team leadership

Judgment under pressure

Cross-functional collaboration

Communication

Problem solving

Job description

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.

The Incident Management Team Lead role plays a critical role in ensuring safety and effective risk management across Via’s operations. This individual will be responsible for leading and developing a team of Incident Management Operations specialists while driving operational excellence across processes and systems. The role combines 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 in Fort Worth, Texas with evening working hours, approximately 3pm to 11:30pm CT.

What You’ll Do:

• Team Leadership
  • 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.
• Operational Excellence
  • 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.

Who You Are:

• 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 escape
• Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
• Meticulous and vigilant, with a high level of attention to detail
• Problem solver; you don’t accept the status quo and are always looking for creative solutions
• Excellent communicator with a knack for always finding the right tone
• An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams

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: $55,000 - $65,000 / year
• We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.
• Successful completion of a drug test is necessary for employment

There has never been a more exciting time to be on the cutting edge of public mobility.

Via is an equal opportunity employer.