Quality and Safety Manager

Via; Sarasota (FL); On-site; USD 29,000 - 31,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Job summary

Via is seeking a Quality & Safety Manager to oversee Breeze Plus service operations, supervise drivers, and support riders. The role may involve acting as an Operator when needed to ensure outstanding customer service for riders in Sarasota, FL.

The position is shift-based (8–9 hour shifts) and in-person at our Sarasota location, with occasional evenings and weekends required to meet business needs. A pre-employment check is mandatory.

Qualifications

• 3+ years in transportation services or related field, with at least 1 year in a supervisory role.
• High school diploma or equivalent; higher education or certifications in transportation or logistics preferred.
• Must be at least 25 years old and hold a valid driver's license with a clean record.
• Proficient with a tablet and standard office software (Google Suite).
• Strong interpersonal skills and ability to handle stressful situations diplomatically.

Responsibilities

• Conduct regular driver performance evaluations and coach for service quality.
• Develop and implement training programs for new hires and existing drivers.
• Handle customer service issues to resolve complaints and promote rider satisfaction.
• Act as the real-time operations point of contact to prioritize issues and implement solutions.
• Go to accident scenes to manage processes and protocols.

Skills

Driver supervision

Customer service

Communication

Safety procedures

Education

High school diploma

Tools

Google Suite

Tablet use

Job description

Via is on a mission to create public transportation systems that provide greater access to jobs, healthcare, and education. Our platform serves as the technology backbone for modern transit networks, transforming antiquated and siloed public transportation systems into smart, data-driven, and efficient digital networks. With hundreds of agency partners around the world, Via is recognized as the leading transportation technology and service provider globally.

Quality & Safety Manager, you will oversee service operations for Breeze Plus to supervise driver performance, train drivers, support riders, de‑escalate conflicts, and manage incidents when they occur. You may also work as an Operator when needed, leading by example, and ensuring excellent customer service for our riders.

This is a shift-based position (requiring 8–9 hour shifts) in-person based out of our Sarasota, FL location. While standard schedules are provided, this role does require flexibility to work occasional evenings, Saturdays, and extended hours as business needs arise.

What You'll Do:

• Conduct regular performance evaluations of drivers, providing feedback and coaching to improve service quality and efficiency.
• Develop and implement training programs for new hires and ongoing training for existing drivers.
• Handle customer service issues, resolving complaints and making decisions to promote passenger satisfaction.
• Prioritize operational issues as the real-time point of contact and implement creative solutions to solve problems as they arise.
• Go to the scene of accidents and incidents to manage processes and protocols.
• Diligently work collaboratively with a broad interdisciplinary team to scale operational processes, systems, and tools to drive rapid growth.
• Safely and courteously, operate lift-equipped vehicles to transport elderly and/or persons with disabilities.
• Learn the fundamentals of Via operations and related safety procedures.
• Perform the routine operation of vehicles, including pre- and post-shift inspections.

Who You Are:

• Minimum of 3+ years' experience in transportation services or comparable industry, with at least 1 year in a supervisory role.
• High school diploma or equivalent; higher education or certifications in transportation, logistics, or related field preferred.
• At least 25 years old.
• Hold a valid Driver's License with a clean driving record.
• An effective communicator and holds excellent interpersonal skills, with an ability to handle stressful situations diplomatically.
• Proficient in using a tablet and standard office software (e.g., Google Suite).
• Possess good knowledge of the city and community of Sarasota, FL.
• Are able to operate a wheelchair accessible vehicle within standard safety guidelines to ensure public safety.
• Must be able to safely push and maneuver more than 400 pounds of weight, such as in assisting passengers in wheelchairs or handling heavy equipment.
• Must be comfortable bending down on one knee for extended periods of time to secure wheelchairs and other mobility aids within confined spaces.
• Able to deal effectively and courteously with all customers and the public.
• Ability to work flexible hours, including evenings and weekends, as required.
• Successful completion of a pre-employment physical exam, drug test, criminal background check, and motor vehicle records check is mandatory for employment.

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: $21-22.50 per hour.
• Hours/Shifts: Varied
• We are proud to offer a generous and comprehensive benefits package for full-time employees, including health and retirement benefits.

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.