Strategy & Operations Manager

Via•Elmira, NY

2d•Onsite

About The Position

Via is hiring a Strategy & Operations Manager to manage the on-site daily operations of its intermodal transit service in Chemung County. This is a people-facing role in a fast-paced technology company, spanning entrepreneurship, business development, and operations management. The manager will build and improve operational processes while coordinating a round-the-clock team and serving as a real-time point of contact for drivers and dispatchers. The role includes managing and mentoring dispatchers and shift managers, developing relationships with driver partners, customers, community leaders, and local organizations, and working closely with Via senior management and external partners. The manager will establish team metrics and KPI reporting, analyze operational data, allocate resources, improve efficiency and customer satisfaction, and ensure service operations comply with applicable policies and regulations. They will also lead, coach, and develop an engaged team of drivers.

Requirements

At least 6 years of operations management experience.
At least 3–5 years of proven experience managing teams and developing people.
Extensive experience leading support teams.
Successful completion of a drug test, criminal background check, and motor vehicle records check is mandatory for employment.
Able to work independently and take a high level of responsibility in a fast-paced environment.
Strong, tactful communication skills and the ability to adapt communication to different situations.
Commitment to providing a high-quality customer service experience.
Detail-oriented, action-oriented, and comfortable operating autonomously.
Flexible and adaptable, with the ability to respond to change and solve problems creatively.
Able to manage multiple tasks, delegate, prioritize, and take responsibility.

Nice To Haves

Experience working in transit.

Responsibilities

Manage the on-site daily operations of Via’s service around Chemung County.
Prioritize operational issues as a real-time point of contact for drivers and dispatchers, and develop creative scheduling solutions for a round-the-clock team.
Manage and mentor the on-site team of dispatchers and shift managers.
Develop relationships with driver partners, customers, community leaders, and local organizations as the face of the operation.
Liaise with Via senior management and external partners.
Develop clear team metrics and provide weekly visibility into results against KPIs and priorities.
Prepare reports and analyze data to improve operational processes, allocate resources appropriately, and maximize efficiency and customer satisfaction.
Ensure compliance with relevant federal, state, local, and company policies, procedures, and regulations for service operations.
Lead, coach, and develop an engaged team of drivers, fostering a collaborative, cohesive, and energetic environment.