Launch Operations Associate Principal

Via•New York City, NY

About The Position

Via is hiring a Launch Operations Associate Principal to lead the launch and operation of new, complex transportation services across markets. The role combines operational strategy and execution, including responsibility for technology and operational transitions, service performance, partner relationships, and a frontline team of more than 30 people. The Associate Principal will establish new operational systems in high-visibility markets, with decisions that may shape market operations for years. The position offers exposure to strategy, operations, and product and technology, and requires willingness to travel up to 50% of the time. The role owns new-service launches from technology implementation through operational setup, and manages performance against KPIs covering on-time performance, rider satisfaction, safety, and cost efficiency. It leads frontline staff and develops leaders for long-term operations, manages relationships with transit agency partners and community stakeholders, improves vehicle operations and service delivery, and contributes to Via’s product roadmap.

Requirements

At least 3 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, identifying problems, and taking responsibility for fixing them.
Leadership instinct and experience motivating and inspiring people, from drivers to transit agency executives.
Ability to manage multiple tasks simultaneously, delegate, prioritize, and take responsibility.
Strong attention to detail and operational judgment, with comfort working in spreadsheets and in the field.
Ability to manage complex, high-stakes relationships that are not fully within your control.
Alignment with Via’s mission and an understanding that its public-agency partners serve 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 performance against KPIs for on-time performance, rider satisfaction, safety, and cost efficiency.
Translate weekly and monthly performance data into decisions.
Lead a team of more than 30 field operators and drivers during the launch transition, including hiring, coaching, performance management, and culture setting.
Build an operation where 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 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 execute cost and efficiency improvements that strengthen margin without compromising service.
Influence the product roadmap for Via’s newest product lines.