Incident Management Team Lead

Monograph; 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, for an in‑person role with evening hours (3pm–11:30pm CT). You will lead and develop a team of incident investigators and collaborators across functions to elevate safety and risk management.

You’ll drive operational excellence, refine processes, and escalate complex issues with sound judgment in a live operations setting. A strong focus on training, metrics, and cross‑team cooperation is essential.

Qualifications

• 3+ years of team management experience, ideally in a safety-sensitive live operations role.
• Excellent judgment and ability to stay calm under pressure.
• Independent, self-starter who knows when to upscale.
• Able to manage multiple tasks and take on responsibility.
• Meticulous and vigilant with high attention to detail.
• Problem solver who seeks creative solutions and improvements.
• Excellent communicator with proper tone in all interactions.
• Exceptional team player able to contribute to cross‑functional teams.

Responsibilities

• Lead, coach and develop a team responsible for incident investigations and complaints, ensuring high performance.
• Monitor team metrics and partner with agents and cross‑functional teams to drive improvements.
• Identify skill gaps and training needs; implement development initiatives to strengthen capabilities.
• Serve as escalation point for complex or sensitive issues, exercising sound judgment under pressure.
• Identify gaps in incident management processes and proactively drive improvements.
• Collaborate across functions to improve workflows and build new processes for quality, speed and scalability.
• Ensure consistent adoption of IMO processes across teams, including local incident handling.

Skills

Team management

Leadership

Cross-functional collaboration

Communication

Problem solving

Attention to detail

Decision making under pressure

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 upscale
• 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. Ready to join the ride?

Via is an equal opportunity employer.