Support Operations Team Lead

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 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. 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....