Dispatch Lead

Via•Sarasota, FL

4d•Onsite

About The Position

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. As a Dispatch Lead, you will manage key aspects of our day-to-day transit operations (Paratransit, On-demand transit) in Sarasota, FL. You - along with your teammates - will be the go-to person for live troubleshooting decisions and will collaborate with operations, support, and product optimization teams to help plan and improve our services. You will also help with many other types of tickets and tasks based on business needs. This is a fully in-person position with the expectation that you will be onsite 5 days per week Shifts available (subject to change): Mon-Fri 5:30am-2:00pm ET Sun-Thurs 12:30pm-9:00pm ET

Requirements

Thrive in fast-paced environments: You make sound decisions on the fly, oversee multiple tasks simultaneously, and prioritize effectively
Tech savvy: You learn new software quickly, and can juggle working with multiple different tools simultaneously
Ownership mentality: You take full responsibility for the outcomes of all issues that arrive during live service. You approach these issues with a “do whatever it takes” mentality to ensure full resolution
Proactive: You think ahead and anticipate to prevent problems before they start
An empathetic and effective communicator: You excel at active listening and collaboration
Comfortable with ambiguity: You make thoughtful choices between imperfect options
Maintain a solution-oriented mindset: You are persistent, creative, and cool under pressure
Observant and keen to improve: If something is not working, you come up with a better way
An exceptional team player: People love working with you, and you can quickly contribute to cross-functional teams

Responsibilities

Proactively adjust daily operating plans based on real-time inputs from drivers, riders, and colleagues
Prioritize operational issues and provide creative solutions for overseeing a live operation
Serve as the real-time point of contact and full owner of “live ops” issues
This includes managing various stakeholders across diverse teams (Dispatch, Rider support, Local Operations team)
Build strong cross-functional relationships across various Via teams and offices and external partners
Deliver exceptional rider and driver support, representing Via values and building trust in every interaction
Leverage your operating and troubleshooting expertise to support other business areas. This may include other live operations, phone and email.
Effectively triage and prioritize live operational issues, then take action based on the information received
Leverage knowledge of Via products and services to make ad hoc decisions with little guidance