Dispatch Lead

Via•Truckee, CA

2d•$28 - $30•Onsite

About The Position

The Dispatch Lead manages key aspects of Via’s day-to-day paratransit and on-demand transit operations in Truckee, California. Working with teammates, the role serves as a go-to resource for live troubleshooting decisions and collaborates with operations, support, and product optimization teams to plan and improve services. The role may also handle other tickets and tasks based on business needs. This is a fully in-person position, with an expectation of being onsite five days per week. The listed shift is Monday through Friday, 8 a.m. to 5 p.m. Pacific Time, subject to change.

Requirements

Able to make sound decisions in a fast-paced environment, manage multiple tasks, and prioritize effectively.
Tech-savvy and able to learn new software quickly while working with multiple tools simultaneously.
Takes responsibility for resolving issues that arise during live service.
Proactive and able to anticipate problems before they occur.
An empathetic, effective communicator with active listening and collaboration skills.
Comfortable making thoughtful choices when options are imperfect or situations are ambiguous.
Persistent, creative, solution-oriented, and calm under pressure.
Observant and motivated to identify and improve what is not working.
A strong team player who can contribute quickly to cross-functional teams.

Responsibilities

Proactively adjust daily operating plans based on real-time input from drivers, riders, and colleagues.
Prioritize operational issues and develop solutions for overseeing a live operation.
Serve as the real-time point of contact and take full ownership of live operations issues, coordinating stakeholders across Dispatch, Rider Support, and the Local Operations team.
Build cross-functional relationships with Via teams and offices, as well as external partners.
Provide rider and driver support, representing Via’s values and building trust in each interaction.
Use operational and troubleshooting expertise to support other business areas, including other live operations, phone, and email support.
Triage and prioritize live operational issues, then take action based on the information received.
Use knowledge of Via products and services to make ad hoc decisions with little guidance.