General Manager of Launch

Via•New York City, NY

17d

About The Position

Via is seeking a General Manager of Launch to lead the launch of new, complex transportation services across markets. The role combines operational strategy and execution, with ownership of technology and operational transitions, service performance, partner relationships, and a frontline team of 30 or more. The General Manager will establish new operational systems in high-visibility markets, shaping how each market operates over the long term. The position offers exposure to strategy, operations, and product and technology, and requires willingness to travel up to 50% of the time. The role involves launching new Via services, managing performance against key measures, leading and developing field operators and drivers, managing transit agency and community relationships, improving operational efficiency, and influencing product development for Via’s newest product lines.

Requirements

At least 5 years of experience in operations, consulting, strategy, technology, or a field involving meaningful client accountability.
Demonstrated ability to lead large projects and develop teams.
Ownership mentality, including planning ahead, managing risks, designing processes, investigating problems, and taking responsibility for fixes.
Leadership ability to motivate and inspire people, from drivers to transit agency executives.
Ability to manage multiple tasks, delegate, prioritize, and take responsibility.
Attention to detail and operational judgment, with comfort working both in spreadsheets and in the field.
Ability to manage complex, high-stakes stakeholder relationships that are not fully within one’s control.
Alignment with the mission of serving communities through public agencies, including communities with limited alternatives.
Flexibility and adaptability when circumstances change rapidly.
Willingness to travel up to 50% of the time.

Responsibilities

Own and manage launches of new Via services, from technology implementation through operational setup.
Define and manage KPIs for on-time performance, rider satisfaction, safety, and cost efficiency; translate weekly and monthly performance data into decisions.
Lead a team of 30 or more field operators and drivers during launch, including hiring, coaching, performance management, and culture setting.
Build an accountable and supportive operation in which team members take pride in their work.
Hire, develop, and train frontline leaders who will run long-term operations.
Own Via’s relationship with the transit agency partner.
Represent Via to community stakeholders, local officials, and riders.
Drive continuous improvement across vehicle operations, maintenance protocols, and service delivery.
Identify and implement cost and efficiency improvements that strengthen margin without compromising service.
Influence the product roadmap for Via’s newest product lines.