Live Operations Coordinator

Remix; Sarasota (FL); On-site; USD 27,552 - 30,307; Full time

Benefits offered by this job

Medical plans

401K matching

Job summary

Via is seeking a Live Operations Coordinator in Sarasota, FL to manage day-to-day transit operations (Paratransit, On-demand) onsite five days a week. You will be the go-to for live troubleshooting and will collaborate with operations, support, and product teams to plan and improve services.

Frontline role requires quick decision-making, strong communication, and an ownership mentality to resolve issues efficiently and maintain high service levels.

Qualifications

• Ability to manage live transit operations and resolve issues quickly.
• Proven collaboration across Dispatch, Rider support, and Local Operations teams.

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 owner of live ops issues with stakeholders across teams.
• Build strong cross-functional relationships with Via teams and external partners.
• Deliver rider and driver support, representing Via values and building trust.
• Triage and prioritize live operational issues and take action based on information received.
• Leverage knowledge of Via products to make ad hoc decisions with little guidance.

Skills

Real-time troubleshooting

Live operations coordination

Cross-functional collaboration

Fast-paced decision making

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.

Live Operations Coordinator

You will manage key aspects of our day-to-day transit operations (Paratransit, On-demand transit) in Sarasota, FL. You - along with your teammates - will be the go-to person for live troubleshooting decisions and will collaborate with operations, support, and product optimization teams to help plan and improve our services. You will also help with many other types of tickets and tasks based on business needs.

This is a fully in-person position with the expectation that you will be onsite 5 days per week.

Shifts available (subject to change)

• Mon-Fri 5:30am-2:00pm ET
• Sun-Thurs 12:30pm-9:00pm ET

What You'll Do

• 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
  • This includes managing various stakeholders across diverse teams (Dispatch, Rider support, Local Operations team)
• Build strong cross-functional relationships across various Via teams and offices and external partners
• Deliver exceptional rider and driver support, representing Via values and building trust in every interaction
• Leverage your operating and troubleshooting expertise to support other business areas. This may include other live operations, phone and email.
• Effectively triage and prioritize live operational issues, then take action based on the information received
• Leverage knowledge of Via products and services to make ad hoc decisions with little guidance

Who You Are

• Thrive in fast-paced environments: You make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
• Tech savvy: You learn new software quickly, and can juggle working with multiple different tools simultaneously
• Ownership mentality: You take full responsibility for the outcomes of all issues that arrive during live service. You approach these issues with a “do whatever it takes” mentality to ensure full resolution
• Proactive: You think ahead and anticipate to prevent problems before they start
• An empathetic and effective communicator: You excel at active listening and collaboration
• Comfortable with ambiguity: You make thoughtful choices between imperfect options
• Maintain a solution-oriented mindset: You are persistent, creative, and cool under pressure
• Observant and keen to improve: If something is not working, you come up with a better way
• 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: $20-22/hr
• We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.

Ready to join the ride?

Via is an equal opportunity employer.