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Salary: USD 55,000 - 65,000 / annual
Via Transportation is seeking an Incident Management Team Lead to lead and develop a team of Incident Management Operations specialists in Fort Worth, Texas. This role combines hands-on team leadership with ownership of cross-functional initiatives to improve incident management across the organization.
Key responsibilities include leading, coaching, and developing a team responsible for managing incident investigations and complaints while maintaining high performance standards. You will monitor team performance metrics, identify skill gaps, and implement targeted development initiatives to strengthen team capabilities. The role requires serving as an escalation point for complex, sensitive, or unprecedented issues, exercising strong judgment under pressure.
On the operational excellence side, you will identify gaps and inefficiencies in existing incident management processes and proactively drive improvements. You'll work cross-functionally to improve workflows and build new processes that enhance quality, speed, and scalability. You'll ensure consistent adoption and adherence to Incident Management Operations (IMO) processes across all teams, including those handling incidents locally.
The ideal candidate has 3+ years of team management experience, ideally in a safety-sensitive live operations role. You should demonstrate excellent judgment, the ability to remain calm and make sound decisions under pressure, and be an independent self-starter who knows when to escalate. You're effective at managing multiple tasks simultaneously, meticulous with attention to detail, and a creative problem solver who doesn't accept the status quo. Strong communication skills and exceptional teamwork are essential.
This is an in-person role with evening working hours, approximately 3pm to 11:30pm CT. Compensation includes a salary range of $55,000–$65,000 annually, plus a comprehensive benefits package including medical plans and 401K matching. Successful completion of a drug test is required for employment.
