Incident Management Team Lead

Via•Fort Worth, TX

14h•Onsite

About The Position

Via is leveraging technology to revolutionize transportation globally, aiming to enhance daily commutes and reduce the collective environmental footprint. The Incident Management Team Lead is a pivotal role focused on ensuring safety and effective risk management across Via’s operations. This individual will be responsible for leading and developing a team of Incident Management Operations specialists, while simultaneously driving operational excellence in processes and systems. The position combines direct team leadership with the ownership of cross-functional initiatives designed to improve incident management throughout the organization. This is an in-person role located in Fort Worth, Texas, with evening working hours, specifically from approximately 3pm to 11:30pm CT.

Requirements

3 years+ of team management experience ideally in a safety-sensitive live operations role
Excellent judgment, ability to remain calm and make sound decisions under pressure
Independent, self-starter that knows when to escalate
Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
Meticulous and vigilant, with a high level of attention to detail
Problem solver; you don’t accept the status quo and are always looking for creative solutions
Excellent communicator with a knack for always finding the right tone
An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams
Successful completion of a drug test is necessary for employment

Responsibilities

Lead, coach, and develop a team responsible for managing incident investigations and complaints, ensuring a consistently high standard of performance.
Monitor team performance metrics and partner with agents and cross-functional teams to drive continuous improvement.
Identify skill gaps and training needs, and implement targeted development initiatives to strengthen team capabilities.
Serve as an escalation point for complex, sensitive, or unprecedented issues, exercising strong judgment under pressure.
Identify gaps and inefficiencies in existing incident management processes and proactively drive improvements.
Work cross-functionally to improve workflows and build new processes that enhance quality, speed, and scalability.
Ensure consistent adoption and adherence to Incident Management Operations (IMO) processes across all teams, including those handling incidents locally.