Director of Operations

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 managementLead, coach, and develop a team set clear expectations, cadence, and accountabilityRun 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 regionP&L and performance ownershipOwn regional P&L outcomes in partnership with Finance and market GMs: revenue hours/rides, cost per ride, labor productivity, and margin improvementSet 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 plansPartner on annual and quarterly operating plans, staffing models, and scenario planning for growthRegional strategy & growthTranslate regional priorities into actionable market strategies Lead the region through new service types and operating modelsPrioritize resources across markets during launch surges, staffing constraints, and partner-critical periodsRepresent Operations in regional strategy discussions with Commercial, Service Design, Product, and Partner SuccessPartner & stakeholder managementServe as a senior operational counterpart to agency leadership on high-stakes marketsBuild trust through transparent performance reporting, proactive communication, and credible remediation when service misses occurNavigate complex regulatory and contractual environments Cross-functional leadershipPartner with Commercial, Enablement, Service Design, Remix, Safety, Fleet, HR, and Finance to align ops capacity with growth and product roadmapInfluence technology and process adoption to improve regional efficiency and visibilityContribute 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 expansionsExcellent 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 solutionsStrong comfort working in a fast paced environment, operating in ambiguity, managing multiple tasks simultaneously, and taking on responsibilityOperational fluency across people-intensive, regulated, 24/7 businesses; comfort with labor planning, safety culture, and compliance10+ 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 achievementWillingness 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 applicableSalary Range: $180-$220k / year + attractive RSU packageWe 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.