VP Operations

UZURV•Richmond, VA

1d•$200,000 - $220,000•Hybrid

About The Position

UZURV is a high-growth company that utilizes a technology platform to connect drivers, operating their own vehicles and providers operating wheelchair-accessible vehicles, with older adults and people with disabilities who need assisted mobility in order to get out and about within their communities. Since our founding in Richmond, VA, in 2017, we have grown into a leading national assisted mobility provider by partnering with public transit agencies. Today, we are operating in more than thirty communities across eighteen states and the District of Columbia, and in half of the twenty largest transit agencies in the country. Better still, we are helping meet the transportation needs of millions of riders each year. And it’s not by accident. UZURV has grown, because of the quality of our service. Riders, drivers, and employees give us high marks for our organizational culture, and for the quality and timeliness of our service. Additionally, our state-of-the-art technology enables us to provide an exceptional product at a cost significantly lower than the costs that our clients typically pay for the types of transportation services that we provide. As the VP Operations, you will be a key executive leader architecting the future of UZURV’s service delivery and support operations. This isn't a role for a traditional caretaker; we need a builder, a strategist, and a transformative leader. Reporting directly to the COO, you will bridge the gap between high-touch human empathy and cutting-edge proprietary technology. You will take ownership of our 24/7 ride execution, dispatch, and call center network, optimizing cost-per-contact and cost-per-ride metrics while scaling our capacity to meet unprecedented demand. The ideal candidate has spent years navigating the chaotic, fast-paced intersection of logistics technology and large customer service operations. You are a master of workforce management data, but you never lose sight of the human being on the other end of the line or in the driver's seat.

Requirements

10+ years of executive experience scaling complex, tech-centric business units in rapid-growth environments.
Proven capability managing large-scale, 24/7 customer-facing support operations, with a distinct knack for evolving traditional call centers into high-efficiency, tech-enabled success teams.
Deep experience within a Transportation Network Company (TNC), high-volume logistics, on-demand delivery, or a tech-enabled transit environment is highly preferred.
A demonstrable history of leading large-scale change management initiatives that resulted in tangible, measured improvements in employee retention and engagement.
Expert-level data-driven decision-making skills. You must have a history of successfully collaborating with engineering teams to deploy proprietary technology that explicitly moved operational KPIs.
Bachelor’s degree in Business, Operations Management, or a related field required; MBA preferred.
Ability to maintain a consistent hybrid physical presence in Richmond, VA (2-3 days a week) and manage a distributed, 24/7 footprint.

Nice To Haves

MBA preferred.

Responsibilities

Architect and execute a multi-year strategy to scale operations past current capacity limits, directly tying operational efficiency to the company’s profitability and P&L.
Partner with the COO and CFO to define investment priorities, ensuring a measurable ROI on operational technology and infrastructure.
Govern a centralized operational data framework, establishing weekly health dashboards for the executive team that translate complex data into clear, mandated actions.
Oversee all aspects of 24/7 ride monitoring, dispatch, and provider management systems across expanding geographies.
Collaborate directly with Product and Engineering teams to optimize proprietary algorithms, maximizing ride efficiency, driver utilization, and overall network health.
Drive a rigorous root-cause analysis approach to systemic failures or technical bottlenecks, deploying immediate, permanent process or product fixes.
Rapidly assess organizational health, eliminate friction points, and execute targeted change management initiatives to dramatically elevate employee engagement.
Develop and mentor operations people leaders, instilling accountability, equitably rewarding excellence, and decisively addressing underperformance.
Balance aggressive technological efficiency with a deep investment in human talent, maintaining the high-touch empathy required for critical support roles (e.g., sensitive rider complaints, safety incidents).