What are the responsibilities and job description for the Incident Management Team Lead position at Via?
Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals.
The Incident Management Team Lead role plays a critical role in ensuring safety and effective risk management across Via’s operations. This individual will be responsible for leading and developing a team of Incident Management Operations specialists while driving operational excellence across processes and systems. The role combines hands-on team leadership with ownership of cross-functional initiatives that improve how incidents are managed across the organization.
This is an in-person role in Fort Worth, Texas with evening working hours, approximately 3pm to 11:30pm CT.
What You'll Do:
Team Leadership
Via is an equal opportunity employer.
The Incident Management Team Lead role plays a critical role in ensuring safety and effective risk management across Via’s operations. This individual will be responsible for leading and developing a team of Incident Management Operations specialists while driving operational excellence across processes and systems. The role combines hands-on team leadership with ownership of cross-functional initiatives that improve how incidents are managed across the organization.
This is an in-person role in Fort Worth, Texas with evening working hours, approximately 3pm to 11:30pm CT.
What You'll Do:
- Lead, coach, and develop a team responsible for managing incident investigations and complaints, ensuring a consistently high standard of performance.
- Monitor team performance metrics and partner with agents and cross-functional teams to drive continuous improvement.
- Identify skill gaps and training needs, and implement targeted development initiatives to strengthen team capabilities.
- Serve as an escalation point for complex, sensitive, or unprecedented issues, exercising strong judgment under pressure.
- Operational Excellence
- Identify gaps and inefficiencies in existing incident management processes and proactively drive improvements.
- Work cross-functionally to improve workflows and build new processes that enhance quality, speed, and scalability.
- Ensure consistent adoption and adherence to Incident Management Operations (IMO) processes across all teams, including those handling incidents locally.
- 3 years of team management experience ideally in a safety-sensitive live operations role
- Excellent judgment, ability to remain calm and make sound decisions under pressure
- Independent, self-starter that knows when to escalate
- Effective at managing multiple tasks simultaneously and comfortable taking on responsibility
- Meticulous and vigilant, with a high level of attention to detail
- Problem solver; you don’t accept the status quo and are always looking for creative solutions
- Excellent communicator with a knack for always finding the right tone
- An exceptional team player: people love working with you, and you can quickly contribute to cross-functional teams
- Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable.
- Salary Range: $50,000 - $65,000 / year
- We are proud to offer a generous and comprehensive benefits package, including medical plans and 401K matching.
- Successful completion of a drug test is necessary for employment
Via is an equal opportunity employer.
Salary : $50,000 - $65,000