Director of Product Support Operations

As the Director of Product Support Operations at Via, you will lead and grow the support function to provide consistently outstanding support to Via’s partners globally. You will set strategy, manage a quickly growing team, and own outcomes pertaining to the overall health of Via’s global partnerships. You will serve as the main point of operational contact for external partners, helping them make the best use of Via’s technology for their innovative mobility and transit systems. Additionally, you will manage product expectations and development, ensuring that the engineering team is getting the feedback they need to build the best product possible. The ideal candidate will have at least 6 years of work experience, likely at a high-growth startup, established tech company, consulting, or financial firm.

• Lead and grow the support function to provide outstanding support to Via's partners globally
• Set strategy, manage a quickly growing team and own outcomes pertaining to the overall health of Via's global partnerships
• Vision and own the partner support experience, including self-serve, user experience, partner-facing reporting and underlying tools and tech stack
• Serve as the main point of operational contact for external partners, helping them make the best use of Via's technology for their innovative mobility and transit systems
• Manage product expectations and development, ensuring that the engineering team is getting the feedback they need to build the best product possible
• Become an expert on Via - develop a nuanced understanding of their technology, use cases, and best practices
• Galvanize other teams to achieve long-term goals, unlock new value, and set Via up for scale
• Nurture close relationships with internal and external clients to become a trusted advisor

• Lead and grow the support function to provide consistently outstanding support to Via’s partners globally who power mobility and transportation networks with our technology
• Set strategy, manage a quickly growing team and own outcomes pertaining to the overall health of Via’s global partnerships
• Vision and own the partner support experience, including self-serve, user experience, partner-facing reporting and underlying tools and tech stack
• Serve as the main point of operational contact for external partners, helping them make the best use of our technology for their innovative mobility and transit systems
• Be the operational lead for key internal teams including Expansion, Product Management, Partner Success, TaaS Operations, and Engineering
• Manage product expectations and development, ensuring that our engineering team is getting the feedback they need to build the best product possible
• Become an expert on Via – develop a nuanced understanding of our technology, use cases, and best practices
• Galvanize other teams to achieve long-term goals, unlock new value, and set Via up for scale
• Nurture close relationships with internal and external clients to become a trusted advisor
• Highly analytical and a good communicator
• Care deeply about customer experience and ensuring our products are working and delivering value to our end users
• Able to own large, complex, cross-functional projects end-to-end and drive to results
• Collaborative and able to generate buy-in to get things done within a multi-team, multi-geography organization
• Comfortable with analytical tools (e.g., Excel, Tableau, SQL, Python) and a willingness to further develop this skill set
• Excited to mentor and manage a large and growing team
• Minimum of 6 years of work experience, likely at a high-growth startup, established tech company, consulting, or financial firm
• Hold a Bachelor's degree