Director of Operations

Position Overview

We are seeking a high-caliber Director of Operations to lead our North American operations this role you will manage a team of Technical Operations Managers dedicated to supporting public transit agencies utilizing INIT fare collection systems.

The ideal candidate possesses a strong technical foundation to understand system complexities but their primary superpower is exceptional customer service and relationship management. You will ensure our environment remains stable handle urgent escalations with composure and lay the operational groundwork for future international expansion.

Key Responsibilities

Team Leadership & Mentorship: Direct support and develop a team of Technical Operations Managers fostering a culture focused on technical precision and elite customer service.

Customer Service Excellence: Serve as the senior champion for our North American public transit clients. Proactively manage relationships ensure high satisfaction and uphold rigorous service standards.

Incident & Crisis Management: While our environment is generally stable you will act as the calm decisive escalation point during urgent system situations coordinating swift resolutions.

Vendor Liaison & International Alignment: Act as a key bridge between local operations and international partners/vendors. Travel to Germany approximately twice a year to align on system roadmaps best practices and global operational standards.

Scale & Expansion: Establish scalable operational frameworks to support current North American clients while preparing the team and infrastructure for potential international expansion.

Qualifications & Skills

Experience: 5 years in technical operations or systems management with 3 years leading technical teams. Experience in the public transit sector is highly preferred.

Technical Capability: Solid technical aptitude to understand complex software/hardware ecosystems (specifically INIT fare collection architectures and integrations with third party hardware and software) without needing to be the hands-on coder.

Customer-First Mindset: A proven track record of managing high-stakes client relationships in a B2B or public sector environment.

Global Readiness: Willingness and ability to travel internationally (Germany 2x/year) and occasionally visit North American customer sites. Valid passport required.

Adaptability: Comfort operating in a stable environment while remaining agile enough to pivot instantly when urgent time-sensitive issues arise.

Be Curious! To succeed in this role you must ask questions to learn understand and not just accept things at face value.

Location

Ideally located in Chesapeake VA Atlanta GA or Seattle WA. Exceptionally qualified applicants in other locations will be considered for remote or hybrid arrangements.

Compensation:

The annual salary range for this position is $145000 -$165000 depending on experience.

What We Offer

Competitive salary and performance-based bonuses.

Comprehensive health dental and vision benefits.

401(k) matching and generous paid time off.

INIT is anEqual Opportunity Employer

Required Experience:

Director