Field Operations Manager

About the role

Via is dedicated to transforming public transportation systems to better serve communities by increasing access to employment, healthcare, and education. Our innovative technology forms the backbone of modern transit networks, turning outdated, inefficient systems into data-driven, reliable services. As a Field Operations Manager within our Operations team, you will play a vital role in ensuring the smooth and dependable operation of our transportation services. This position requires a high level of ownership, hands-on involvement, and the ability to manage daily operational activities effectively. You will be responsible for overseeing service delivery, addressing real-time operational issues, and working closely with drivers, community partners, and internal teams to optimize the rider experience and meet community mobility goals.

Key facts

What you'll do

• Oversee the daily operations of our transportation services, ensuring that the system runs safely, reliably, and is accessible to all riders.
• Make timely, data-informed decisions related to fleet management, driver scheduling, compliance with regulations, and handling unexpected operational challenges to maintain high service standards.
• Support and develop strong relationships with drivers by addressing their concerns, providing guidance, and ensuring they are well-equipped to deliver excellent service.
• Collect, analyze, and interpret feedback from riders and the community to identify operational trends, issues, and opportunities for improvement.
• Use data analytics and technology tools to monitor service performance, identify operational bottlenecks, troubleshoot issues, and implement solutions that improve efficiency and rider satisfaction.
• Serve as a key liaison between city partners, drivers, and internal teams to ensure alignment with community objectives and regulatory requirements.
• Coordinate with local authorities and city agencies to ensure compliance with transportation regulations and community standards.
• Participate in strategic planning and operational initiatives aimed at scaling and optimizing service delivery.
• Respond swiftly to operational emergencies or disruptions, minimizing service impact and ensuring rider safety.
• Develop and implement processes and protocols to support scalable, high-quality, and consistent service delivery.
• Collaborate with internal teams to improve operational workflows, reporting, and communication channels.
• Maintain a proactive approach to identifying potential issues before they escalate, ensuring continuous service improvement.
• Contribute to the training and onboarding of new drivers and team members to uphold service standards.
• Monitor and report on key performance indicators (KPIs) to track operational success and areas for improvement.
• Engage with community stakeholders and local government to foster positive relationships and support community mobility initiatives.
• Stay informed about local transportation policies, community needs, and industry best practices to inform operational strategies.

Requirements

• Proven experience in operations management, logistics, customer service, or related fields with a focus on managing people and processes.
• Strong relationship-building skills, capable of earning trust from drivers, riders, colleagues, and city partners through effective communication and reliability.
• Hands-on, proactive approach with a willingness to work directly in the field to understand services and resolve issues promptly.
• Ability to think tactically to address immediate operational challenges while also developing strategic solutions for long-term improvements.
• Passion for enhancing transportation access and improving community mobility through innovative solutions.
• Must be based in Salt Lake City or Park City and available to work onsite 4-5 days per week.
• Excellent communication skills, both verbal and written, to coordinate with diverse stakeholders.
• Ability to handle multiple priorities efficiently and adapt to changing circumstances.
• Experience working with diverse communities and understanding local transportation needs is preferred.
• Knowledge of transportation regulations and community engagement practices is a plus.
• Strong problem-solving skills and the ability to make quick, effective decisions under pressure.
• Familiarity with data analysis and performance metrics is advantageous but not mandatory.
• Prior experience managing teams in a fast-paced environment is beneficial.
• A commitment to safety, community service, and operational excellence.

Nice to have

• Prior experience working in public transit or transportation technology sectors.
• Knowledge of local transportation policies, city planning, or community mobility initiatives.
• Familiarity with data analysis tools and performance measurement systems.
• Experience managing or training teams in dynamic, operational settings.
• Background in community engagement, public service, or social impact initiatives.
• Understanding of regulatory compliance, including local, state, and federal transportation standards.

Skills & tools

• Strong leadership and interpersonal skills to motivate and guide teams.
• Ability to analyze operational data and utilize technology tools to inform decision-making.
• Excellent problem-solving and crisis management capabilities.
• Effective communication skills for liaising with city officials, drivers, riders, and internal teams.
• Ability to develop and implement operational protocols and procedures.
• Familiarity with transportation management systems or related technology (not specified in source).
• Organizational skills to manage multiple tasks and priorities efficiently.
• Adaptability to evolving operational needs and community requirements.
• Commitment to continuous improvement and community-focused service delivery.

Practical notes

• This is an on-site role based in Salt Lake City, UT, requiring presence in the field 4-5 days per week.
• Salary range is $60,000 - $70,000 per year, depending on experience, knowledge, and skills.
• The final salary will be determined based on the candidate's qualifications; equity or variable pay are not included in the stated range.
• We offer a comprehensive benefits package, including free medical plans and 401K matching.
• This position involves working closely with local government and community stakeholders to meet public transportation goals.
• Candidates must be prepared to handle operational emergencies and adapt to dynamic service environments.
• The role requires strong communication skills and the ability to work collaboratively with diverse teams.
• Candidates should be committed to safety, community service, and operational excellence.
• Via is an equal opportunity employer and values diversity in our workforce.
• The role offers an excellent opportunity to make a tangible impact on community mobility and public transportation systems.