Incident Management Team Lead

Via is using technology to transform transportation around the world. From changing a single persons daily commute to reducing humanitys collective environmental footprint weve got huge goals.

TheIncident Management Team Lead role plays a critical role in ensuring safety and effective risk management across Vias 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 Youll 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.
• 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 escalate
• 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 dont 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 candidates experience knowledge and skills. Salary reflected does not include equity or variable pay where applicable.
• Salary Range: $50000 - $65000 / 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.