Support Operations Team Lead

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. Support Operations Team Lead 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. Location: Fort Worth, Texas (in‑person) Working hours: 3:00 PM – 11:30 PM 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 Annual salary: $55,000 – $65,000 (dependent on experience, knowledge, and skills) Bonus and equity potential not included in salary figure Comprehensive benefits package including medical plans and 401(k) matching Successful completion of a drug test is required for employment Via is an equal opportunity employer. #J-18808-Ljbffr Via Transportation Inc