Strategy & Operations Principal, Partner Operations - job 2 of 2

As the Strategy & Operations Principal at Via, your daily responsibilities involve managing on-site operations, addressing real-time operational challenges, acting as a point of contact for drivers and dispatchers, and mentoring your team. You will also build relationships with various stakeholders, analyze performance metrics, and prepare reports to enhance service delivery and customer satisfaction.

To excel as a Strategy & Operations Principal at Via, candidates should possess 6 to 10 years of operations management experience, with a proven track record of leading teams. Strong communication skills, problem-solving abilities, and a commitment to customer service are crucial. A detail-oriented mindset and the ability to adapt to fast-paced environments are also vital for this role.

In the role of Strategy & Operations Principal at Via, you will significantly contribute to customer satisfaction by developing strong relationships with driver partners and local organizations, ensuring compliance with service regulations, and continuously analyzing operational metrics. By fostering a collaborative team environment and addressing issues promptly, you will help enhance the overall customer experience.

The Strategy & Operations Principal at Via can expect to face unique challenges associated with managing a new transit service. This includes juggling multiple operational tasks, resolving scheduling conflicts in real-time, and navigating the complexities of team dynamics. The role demands a quick-thinking, adaptable leader who can implement creative solutions on the fly.

Via offers numerous opportunities for growth for a Strategy & Operations Principal, including the chance to lead significant operational initiatives, develop a high-performing team, and collaborate with senior management on strategic decision-making. This role provides great exposure to various aspects of a tech-driven company, setting the stage for future career advancements.

In your response, highlight specific examples of how you've previously managed operations. Discuss metrics you tracked, challenges you faced, and how you used data to enhance service delivery. Being specific will demonstrate your expertise and alignment with Via's operational goals.

Share your strategies for effective team management, stressing the importance of communication, delegation, and support. Give examples of how you've successfully led teams through high-pressure situations, showcasing your adaptability and leadership skills.

Discuss your problem-solving process, emphasizing the importance of clear communication with the team. Include strategies like real-time assessment of the situation, soliciting input from affected parties, and ensuring all solutions align with operational goals and customer service standards.

Talk about your familiarity with local, state, and federal regulations relevant to transportation services. Explain how you keep your team updated, conduct regular compliance checks, and foster a culture of accountability within your team.

Share a specific story where your innovative thinking improved efficiency or customer satisfaction. Highlight the problem, your approach, and the positive outcomes, underlining your ability to think outside the box.

Emphasize your interpersonal skills and proactive approach. Discuss methods such as organizing regular meetings, seeking feedback, and addressing concerns that show you value their input and are committed to collaborative efforts.

List key performance indicators that you consider crucial for operational success, such as on-time performance rates, customer satisfaction scores, or team productivity metrics. Explain how these metrics help guide your decision-making process.

Choose a significant challenge that illustrates your leadership and conflict-resolution skills. Detail the situation, actions taken to resolve it, and the positive outcome, reinforcing your experience and effectiveness as a manager.

Discuss your philosophy on team development, emphasizing individualized coaching, setting clear goals, and providing growth opportunities. Share specific examples of how you've successfully motivated your teams in the past.

Express your passion for innovation in transportation. Talk about how technology enhances efficiency, user experience, and sustainability, and how excited you are to be a part of transforming the future of mobility at Via.