Field Operations Manager

Via•Chicago, IL

8h•Onsite

About The Position

Via is on a mission to create public transportation systems that provide greater access to jobs, healthcare, and education. Their platform serves as the technology backbone for modern transit networks, transforming antiquated and siloed public transportation systems into smart, data-driven, and efficient digital networks. With hundreds of agency partners around the world, Via is recognized as the leading transportation technology and service provider globally. As a Field Manager on Via’s Operations team, this role is the force that keeps services running reliably for the communities that depend on them. It is a high ownership, boots-on-the-ground position where the manager will lead daily operations, tackle real-time challenges, and continuously elevate the rider and driver experience. This is a fully in-person position with the expectation of being onsite 4-5 days per week.

Requirements

Operationally experienced, with a background in people management, logistics, customer service, or process-oriented work.
Relationship oriented, earning trust from drivers, riders, teammates, and city partners through clear communication and follow-through.
Hands-on and proactive, preferring to be in the field, learning the service firsthand, and solving problems where they happen.
Tactical and strategic, able to problem-solve issues as they come up but also think long term about solutions to mitigate these occurrences.
Mission driven, motivated by expanding access to transportation and improving how communities move.
Based in the Chicago area, ready to be onsite 4–5 days a week.

Responsibilities

Run the daily onsite operations of the service, ensuring operations run smoothly to provide riders with safe, reliable, and accessible transportation.
Make informed, real-time decisions about fleet, driver supply, compliance, rider needs, and unexpected issues, stepping in quickly to ensure continuously excellent and dependable service.
Guide and support drivers, building strong relationships, addressing concerns, and ensuring they feel equipped to deliver great service.
Turn rider and community feedback into tangible improvements, spotting patterns and collaborating with internal teams to make thoughtful and actionable operational improvements.
Use data and technology to understand service performance, diagnose problems, and implement solutions that enhance efficiency and rider experience.
Act as the operational bridge between city partners, drivers, and Via central teams to help bring the community's goals to life.