Strategy & Operations - Launch

Via•New York City, NY

About The Position

Via is seeking a Strategy & Operations 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 a frontline team of more than 30 people. The position involves building operational systems from the ground up in high-visibility markets, with decisions that can shape how each market operates long term. It offers exposure to strategy, operations, and product/technology and requires willingness to travel up to 50% of the time. The role includes launching and managing new Via services, monitoring performance across on-time performance, rider satisfaction, safety, and cost efficiency, and using weekly and monthly data to guide decisions. The Principal leads field operators and drivers through launch, hires and develops frontline leaders, manages the transit agency relationship, represents Via to community stakeholders, local officials, and riders, improves operational processes and efficiency, and contributes to the product roadmap for Via's newest product lines.

Requirements

At least 5 years of experience in operations, consulting, strategy, technology, or a field with meaningful client accountability.
Demonstrated ability to lead large projects and develop teams.
Ownership mentality, including planning ahead, managing risks, designing effective processes, and taking responsibility for resolving problems.
Leadership ability and experience motivating and inspiring people at different levels.
Ability to manage multiple tasks, delegate, prioritize, and take responsibility.
Attention to detail and operational judgment, with comfort working in spreadsheets and in the field.
Ability to manage complex, high-stakes stakeholder relationships.
Commitment to Via's mission and to serving communities through public agency partners.
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 performance data to make decisions.
Lead a team of more than 30 field operators and drivers during launch, including hiring, coaching, performance management, and culture setting.
Hire, develop, and train frontline leaders who will run long-term operations.
Build an accountable, supportive, and effective operating culture.
Manage 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 margins without compromising service.
Influence the product roadmap for Via's newest product lines.