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Director of Operations

San Francisco, CA

Via is hiring a Director of Operations to lead part of our West Coast portfolio. This is a significant regional P&L leadership role: you will start out by directly managing markets and a team of Field Operations Managers, then quickly grow to manage a team of General Managers and Operations Managers. You will be responsible for setting and executing regional operating strategy, and ensuring safe, reliable, high-quality service across a large, fast-growing, and increasingly complex book of business.

The West region is in high-growth mode—launching new markets, expanding existing contracts, and standing up new service types. We need a seasoned operator who can lead through scale and ambiguity, develop strong frontline leaders, and partner effectively with transit agency stakeholders, commercial teams, and Via central functions.

What You’ll Do:

Regional leadership & people management

  • Lead, coach, and develop a team set clear expectations, cadence, and accountability
  • Run a consistent regional operating rhythm 
  • Build leadership depth: hire, promote, and performance-manage regional talent;
  • Foster a culture of safety, compliance, operational excellence, and partner trust across the region

P&L and performance ownership

  • Own regional P&L outcomes in partnership with Finance and market GMs: revenue hours/rides, cost per ride, labor productivity, and margin improvement
  • Set regional targets and be accountable to KPIs (service reliability, on-time performance, seat availability, safety, driver staffing, vehicle readiness, and customer experience)
  • Drive root-cause problem solving on underperforming markets; escalate risks early with clear mitigation plans
  • Partner on annual and quarterly operating plans, staffing models, and scenario planning for growth

Regional strategy & growth

  • Translate regional priorities into actionable market strategies 
  • Lead the region through new service types and operating models
  • Prioritize resources across markets during launch surges, staffing constraints, and partner-critical periods
  • Represent Operations in regional strategy discussions with Commercial, Service Design, Product, and Partner Success

Partner & stakeholder management

  • Serve as a senior operational counterpart to agency leadership on high-stakes markets
  • Build trust through transparent performance reporting, proactive communication, and credible remediation when service misses occur
  • Navigate complex regulatory and contractual environments 

Cross-functional leadership

  • Partner with Commercial, Enablement, Service Design, Remix, Safety, Fleet, HR, and Finance to align ops capacity with growth and product roadmap
  • Influence technology and process adoption to improve regional efficiency and visibility
  • Contribute to company-wide ops priorities  

Who You Are:

  • Proven experience in an operational leadership role, ideally with P&L responsibility.
  • Demonstrated ability to develop and execute business strategies successfully.
  • Track record leading high-growth or transformation environments—scaling teams, launching new lines of business, or integrating acquisitions/service expansions
  • Excellent interpersonal and communication skills, capable of working with and influencing stakeholders at all levels.
  • Analytical and problem-solving skills, you don’t accept the status quo and are always looking for creative solutions
  • Strong comfort working in a fast paced environment, operating in ambiguity, managing multiple tasks simultaneously, and taking on responsibility
  • Operational fluency across people-intensive, regulated, 24/7 businesses; comfort with labor planning, safety culture, and compliance
  • 10+ years of experience, ideally with a combination of consulting and operating experience 
  • Hold a Bachelor’s Degree with a record of exceptional academic and professional achievement
  • Willingness to travel extensively across the West Coast (~25%, higher during launch periods)

Compensation and Benefits: 

  • 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: $180-$220k / year + attractive RSU package
  • We are proud to offer a generous and comprehensive benefits package, including free medical plans and 401K matching.

Ready to join the ride? 

Via is an equal opportunity employer.

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