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Salary: USD 55,000 - 65,000 / annual
Via is transforming transportation globally through technology-enabled mobility solutions. The Incident Management Team Lead role is a critical operations position responsible for leading and developing a team of Incident Management Operations specialists while driving operational excellence across safety and risk management processes.
In this role, you will lead a team responsible for managing incident investigations and complaints, ensuring consistently high performance standards. You'll monitor team performance metrics, identify skill gaps, and implement targeted development initiatives to strengthen team capabilities. You'll serve as an escalation point for complex, sensitive, or unprecedented issues, exercising sound judgment under pressure.
Operationally, you'll identify gaps and inefficiencies in incident management processes and proactively drive improvements. Working cross-functionally, you'll enhance workflows, build new processes that improve quality and speed, and ensure consistent adoption of Incident Management Operations (IMO) processes across all teams, including local incident handling teams.
You bring 3+ years of team management experience, ideally in a safety-sensitive live operations environment. You excel under pressure, remain calm when making critical decisions, and have excellent judgment. You're an independent self-starter who knows when to escalate. You manage multiple tasks simultaneously, take ownership of responsibilities, and maintain meticulous attention to detail. You're a problem solver who challenges the status quo and seeks creative solutions. Strong communication skills and the ability to find the right tone are essential. You're an exceptional team player—people enjoy working with you, and you quickly contribute to cross-functional teams.
This is an in-person role in Fort Worth, Texas with evening working hours (approximately 3pm–11:30pm CT). Compensation includes a salary range of $55,000–$65,000 annually, plus equity and variable pay where applicable. Benefits include medical plans and 401K matching. Successful completion of a drug test is required.
