Launch Associate Principal

Via•New York City, NY

About The Position

Via is hiring a Launch Associate Principal 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 teams of 30 or more frontline employees. The position involves establishing operational systems from the ground up in high-visibility markets and shaping how those markets operate over the long term. It offers exposure to strategy, operations, and product and technology, and requires willingness to travel up to 50% of the time. The Launch Associate Principal owns new-service launches and performance, leading frontline staff through launch transitions, managing transit agency and community relationships, improving operational processes and efficiency, and influencing Via’s product roadmap for new product lines.

Requirements

At least 3 years of experience in operations, consulting, strategy, technology, or another field involving meaningful client accountability.
Demonstrated ability to lead major projects and develop teams.
Ownership mentality, including planning ahead, managing risks, designing preventive processes, and taking responsibility for identifying and fixing problems.
Leadership ability and experience motivating and inspiring people, from drivers to transit agency executives.
Ability to manage multiple tasks, delegate, prioritize, and take responsibility.
Strong attention to detail and operational judgment, with comfort working both in spreadsheets and in the field.
Ability to manage complex, high-stakes stakeholder relationships, including relationships outside one's full control.
Alignment with the mission of serving communities through public agency partners, including communities with limited alternatives.
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, including technology implementation and operational setup.
Define and manage KPIs for on-time performance, rider satisfaction, safety, and cost efficiency; use weekly and monthly performance data to guide decisions.
Lead a team of 30 or more field operators and drivers during launch transitions, including hiring, coaching, performance management, and culture setting.
Build an accountable and supportive operation in which employees take pride in their work.
Hire, develop, and train frontline leaders for 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 implement cost and efficiency improvements that strengthen margins without compromising service.
Influence the product roadmap for Via’s newest product lines.