Incident Management Team Lead

Via Transportation, Inc.; Fort Worth, Northern (TX, KY); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical plans

401K matching

Job summary

Via Transportation, Inc. in Fort Worth, TX is seeking an Incident Management Team Lead to drive safety and risk management across operations.

This hands-on leadership role will mentor a team of incident specialists and own cross-functional initiatives to improve how incidents are managed company-wide. This is an in-person role with evening hours and a salary range reflecting experience, plus medical plans and 401(k) matching.

Qualifications

• 3+ years of team management experience in live operations.
• Excellent judgment under pressure.
• Independent, self-starter who can work with minimal supervision.
• Able to manage multiple tasks simultaneously and take on responsibility.
• Meticulous and vigilant with a high level of attention to detail.
• Problem solver who seeks creative solutions beyond the status quo.
• Excellent communicator with appropriate tone in all interactions.
• Strong cross-functional collaboration skills.

Responsibilities

• Lead, coach, and develop a team responsible for incident investigations and complaints, ensuring high performance.
• Monitor team performance metrics and partner with agents and cross-functional teams to drive improvement.
• Identify skill gaps and training needs, and implement targeted development initiatives to strengthen team capabilities.
• Serve as an escalation point for complex or sensitive issues, exercising sound judgment under pressure.
• Identify gaps and inefficiencies in 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 of Incident Management Operations (IMO) processes across all teams.

Skills

Team management

Decision making

Communication

Cross-functional teamwork

Attention to detail

Problem solving

Self-starter

Multi-tasking

Calm 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.

TheIncident 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:

• 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. Ready to join the ride?

Via is an equal opportunity employer.