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Support Operations Principal
Confirmed live in the last 24 hours
New York, NY, USA
Experience Level
Desired Skills
Data Science
  • Data-oriented with experience building and navigating financial models, budgets, and P&L statements
  • A collaborator with excellent cross-functional stakeholder management skills
  • A critical thinker with the ability to identify opportunities to improve existing processes
  • Experienced in strategic vendor management
  • Comfortable with statistics or have a data science background
  • Manage Support spend globally across Support Operations, Partner Support Operations, and Technical Support Operations, and is accountable to ensuring spend is optimized for operational outcomes and quality
  • Own and execute the quarterly budgeting process for Support, presenting to key stakeholders across Operations and Finance
  • Identify and execute on opportunities to reduce costs, eliminate inefficiencies, or improve performance through analysis on site mix, channel mix, queue design, and staffing delivery
  • Manage the strategic relationship with all Support vendors, holding them accountable to key performance targets and identifying opportunities to improve agent productivity
  • Help shape new support models and queues as input into strategic pricing proposals and RFP responses
  • Oversee Support's supply planning and forecasting function to ensure that critical service level targets are met, and innovate on methodologies to improve forecasting accuracy and efficacy

1,001-5,000 employees

Mobility solutions
Company Overview
Via's mission is to create a truly dynamic mass transit system, liberated from the constraints of fixed routes and fixed schedules
  • Competitive salaries and equity packages.
  • Health and wellness benefits.
  • Local volunteer opportunities.
  • Support for all new parents.
  • Learning opportunities through our Via-Versity.
  • Employee Resource Groups.
Company Core Values
  • Sharing - Sharing is a founding principle; it’s in our DNA. Sharing rides, yes (that one’s a no-brainer) but we’re also passionate about collaboration, resource and knowledge sharing, and even our successes and failures, too. We ride together, in all we do.
  • Equity - Transportation is a great equalizer — it removes barriers to good jobs, quality healthcare, and educational opportunities for all. Where you live should not determine your economic mobility or overall quality of life.
  • Sustainability - Building sustainable cities means working towards a car-free future. And in the short term, getting people out of their single occupancy vehicles and switching to electric vehicles wherever possible.
  • AD&I - We’re committed to Anti-racism, Diversity, and Inclusion at Via, and in helping advance racial equity in transportation systems and through policy. A diverse and inclusive workforce is proven to drive real business success, and we work towards our AD&I goals every day.