Operations Manager
9 days ago
Richmond
Job DescriptionSalary: 70,000 About UZURV UZURV is a 200+, growing technology company based in Richmond, VA. The company operates in 16 states and is expanding nationally. As an Adaptive Transportation Network Company, the UZURV mobility platform serves individuals with disabilities, the elderly, and others who need assistance with independent transportation. UZURVs platform combines rideshare with specialty credentialed, drug and alcohol tested drivers to provide safe, reliable mobility and a higher level of care for the transportation disadvantaged. Its a technology platform and service that helps people who need assistance get where they need to go. Its honestly hard to convey how much it means to all of us here to have the opportunity to work on something with such a direct, positive impact on peoples lives. A little bit about the role The position is responsible for leading a team of Supervisors and Operations Associates, enforcing operations processes and procedures, handling incident escalations, and supporting continuous process improvement to deliver efficient and effective transportation services for UZURVs clients and their riders. You will have the opportunity to play a key role in the growth of our business, delivering life changing service to riders every day. Training for this role will be conducted in person. The role will be subject to UZURVs Flexible Work Location policy after successful completion of training. We are currently hiring for the following shifts: • Monday to Friday, 7:00 AM - 3:00 PM, • Monday to Friday, 2:00 PM - 10:00 PM As an Operations Manager, you will be responsible for the following: Team Leadership & Development • Goal Setting & Accountability: Collaborate with team members to set clear, measurable goals aligned with key operational KPIs (response times, resolution quality, attendance). Track progress and hold teams accountable., • Leadership Development: Prepare Supervisors for success by strengthening people management skills including delegation, conflict resolution, and accountability; Deliver remediation and coaching to frontline teams and support long-term development planning in partnership with Operations leadership., • Performance Coaching: Conduct regular 1:1s, provide data-driven feedback, and guide growth-focused coaching conversations that reinforce strengths and address areas for improvement., • Skill Development: Identify skill gaps at both the individual and team level; deliver targeted training in areas such as customer service, issue resolution, and use of platforms like Slack, NICE, and Zendesk., • Recognition & Engagement: Celebrate wins, foster inclusivity, and maintain a positive, motivating work environment where team members feel valued., • Continuous Feedback Loop: Encourage bottom-up feedback to identify process improvements and adjust team strategies in real time., • Champion a culture of empathy, efficiency, and accountability within your team Operational Oversight & Quality Assurance • Operational Oversight. Oversee day-to-day ride operations to ensure compliance with company policies, shift schedules and operational SOPs and provide hands-on support in resolving or escalating complex situations.., • Quality Execution. Monitor call and communication quality using tools like NICE and Slack; implement structured feedback to ensure high standards are maintained., • Process Improvement. Recommend and execute workflow updates, training initiatives, and SOP enhancements to boost service efficiency and consistency., • Clear Communication. Ensure policy compliance through clear communication, follow-up, and holding teams accountable to expectations., • Workforce Management. Assist with shift planning, scheduling, and time/attendance management for Associates and Supervisors. Live Incident Response & Problem Solving • Real-Time Operations Management: Act as the primary escalation point for unexpected issues (service disruptions, driver concerns, system failures, safety incidents). Act quickly to minimize disruption., • Root Cause Analysis: Use data and frontline insights to identify the origin of issues and develop solutions., • Decision-Making Under Pressure: Make time-sensitive decisions confidently with limited information, balancing immediate needs with long-term outcomes., • Cross-Functional Coordination: Work closely with Driver Support, Leadership, Safety and Compliance teams to resolve issues and share updates., • Crisis Management & Safety Escalations: Lead emergency responses and ensure adherence to safety and compliance protocols., • Active Communication: Provide timely updates and direction to staff, customers, and leadershipacross chat, phone, email, and SMS., • Documentation & Follow-Up: Log incidents thoroughly, identify learnings, and debrief teams to reinforce readiness., • Driver & Client Support: Respond professionally to driver and client inquiries across multiple channels using internal tools (Slack, Zendesk, Google Workspace). We are excited about you because • Internal Candidates: Minimum 6 months in a current leadership role or equivalent experience as an Operations/Call Center Manager., • Call Center Knowledge: Experience with phone systems, call quality tools (e.g., NICE, Avaya, RingCentral, Vonage, etc.) and call center operations is required., • Process Improvement: Demonstrated success creating and improving SOPs and workflows., • Crisis Management: Proven ability to make sound decisions under pressure and lead teams through high-stakes or emergency situations., • Tech-Savvy: Proficiency in Slack, Zendesk, Google Workspace (Docs, Sheets, etc.) and call monitoring tools are required., • Customer-Focused: Empathetic and professional communicator with strong problem-solving skills and a passion for service excellence., • Independent & Adaptable: Self-starter who can manage shifting priorities and operate with minimal oversight. Reasons it pays to work at UZURV (in addition to the pay itself)... UZURV employees understand we are building a company that is greatly needed to improve access to mobility for all of us, regardless of our disabilities, illnesses, or impacts of age. We get daily affirmation from our riders, drivers, and the transportation companies we work with about the innovation, value, and quality inherent in what we bring to market. In addition to providing our employees with a safe and collaborative environment UZURV also offers: • 401K matching, • Healthcare benefits package, • Generous PTO and paid holidays, • Collaborative team-based work environment Come As You Are Dont meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every. single. qualification. At UZURV, we are dedicated to building a diverse, inclusive and just workplace, so if youre excited about this role but your past experience doesnt align perfectly with 100% of the qualifications listed, we encourage you to still apply. Our hiring philosophy looks to weed people INTO our process, not weed them out! Who knows, you may be just the right candidate for a future role at UZURV. Just go for it... submit your resume!