General Manager of Launch

Via•San Francisco, CA

18d•$120,000 - $160,000

About The Position

Via is seeking a General Manager of Launch to lead the operational strategy and execution of new, complex transportation services across markets. The role owns each launch as a transit network transformation, including the technology and operational transition, service performance, partner relationships, and leadership of a 30+ person frontline team. The General Manager will establish new operational systems from the ground up in high-visibility markets, with decisions that will shape ongoing market operations. The role offers exposure to strategy, operations, and product/technology, and requires travel up to 50% of the time. The position includes launching Via services from technology implementation through operational setup; managing KPIs and performance data; hiring, coaching, and developing field operators, drivers, and frontline leaders; managing relationships with transit agency partners and representing Via to community stakeholders, local officials, and riders; improving vehicle operations, maintenance, and service delivery; and influencing the product roadmap 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 major projects and develop teams.
Ability to plan ahead, manage risks, design preventive processes, identify problems, take ownership, and resolve them.
Leadership ability and experience motivating and inspiring people, from drivers to transit agency executives.
Ability to manage multiple tasks, delegate, prioritize, and take responsibility.
Attention to detail and operational judgment, including comfort working with spreadsheets and in the field.
Ability to manage complex, high-stakes stakeholder relationships that are not fully within one’s control.
Alignment with Via’s mission and the role of public agencies serving communities that may have few other transportation options.
Flexibility and adaptability in rapidly changing situations.
Willingness to travel up to 50% of the time.

Responsibilities

Own and manage launches of new Via services, from technology implementation to 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 30+ person team of field operators and drivers during launch transitions, including hiring, coaching, performance management, and culture setting.
Build an operation in which team members feel accountable, supported, and proud of their work.
Hire, develop, and train frontline leaders who will run long-term operations.
Own Via’s relationship with transit agency partners, including public entities with boards, elected officials, and community accountability.
Represent Via to community stakeholders, local officials, and riders.
Drive continuous improvement in vehicle operations, maintenance protocols, and service delivery.
Identify and execute cost and efficiency improvements that strengthen margin without compromising service.
Influence the product roadmap for Via’s newest product lines.