Field Operations Manager - job 1 of 6

As a Field Operations Manager at Via, your primary responsibilities include ensuring operational excellence, overseeing daily operations in the field, managing driver supply, and addressing real-time operational challenges. You will work collaboratively with various teams to enhance operational processes and improve customer satisfaction.

To qualify for the Field Operations Manager position at Via, you should have experience in project management, operational processes, and customer service. While a bachelor’s degree is a plus, strong leadership skills and the ability to manage a team are also essential for success in this role.

Success as a Field Operations Manager at Via requires a combination of strong communication skills, the ability to solve problems creatively, and a genuine focus on transportation equity. Being proactive, adaptable, and a team player will ensure you meet KPIs and contribute positively to your team's success.

In this in-person role, the work environment for a Field Operations Manager at Via involves engaging directly in the field five days a week. You’ll have the opportunity to work closely with drivers and customers, fostering a dynamic and collaborative atmosphere as you manage operations.

While experience in multi-site management is a plus for the Field Operations Manager role at Via, it is not strictly necessary. What is essential is a strong background in operational management, as well as the ability to adapt and communicate effectively with diverse teams.

To ensure operational excellence, focus on continuous improvement by regularly analyzing performance metrics, soliciting feedback from drivers and customers, and implementing changes based on data. Cultivating strong relationships with your team and fostering a culture of open communication will also be vital.

In a past operation, we faced a sudden increase in demand that strained our driver resources. I quickly assessed the situation, coordinated with the team to adapt scheduling, and communicated transparently with drivers. This agility helped us meet service standards and avoid delays.

To prioritize operational issues, I assess the impact of each challenge on customer experience and team performance. I use a triage system that categorizes issues by urgency and delegate tasks to the appropriate team members to ensure quick responses.

I keep drivers motivated by recognizing their hard work, providing regular feedback, and facilitating an open line of communication. Ensuring they feel supported and appreciated encourages them to uphold high operational standards.

I stay adaptable by maintaining an agile mindset and continuously monitoring industry trends and performance data. I encourage my team to embrace change and foster an environment where flexibility and innovation are welcomed.

In my previous roles, I effectively managed projects from conception to execution, coordinating with multiple stakeholders. I leveraged project management tools to keep timelines on track and ensured all team members were aligned with our goals.

Handling customer feedback involves active listening and prompt response. I ensure that feedback is documented, communicated to the relevant teams, and used as a basis for operational adjustments, showing customers that their concerns are valued and taken seriously.

Technology is crucial in improving efficiency and customer experience in transportation operations. It enables real-time data analysis, enhances communication between operations and drivers, and optimizes routing, ultimately elevating service quality.

Effective team communication requires transparency and regular updates. I employ a mix of in-person meetings, team chats, and collaborative platforms to ensure everyone is informed and engaged. Encouraging open dialogue fosters trust and strengthens team cohesion.

Success in the Field Operations Manager role can be measured through various KPIs such as customer satisfaction scores, on-time performance rates, and driver retention. Evaluation of these metrics allows for insights into operational improvements and team performance.