A little bit about us…
UZURV is a 180+ person, growing technology company based in Richmond, VA. The companyoperates in 16 states and is now expanding nationally. As an Adaptive Transportation NetworkCompany, the UZURV mobility platform serves individuals with disabilities, the elderly, and others who need assistance with independent transportation. UZURV’s 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.
It’s a technology platform and service that helps people who need assistance get where they need to go.
A little bit about the role!
We are looking for an experienced Operations Manager with a strong background in call center operations or transportation logistics and a proven track record of leading high-performing hourly teams. This role will report to the Senior Manager of Operations and work closely with other Operations Managers, supporting a large and growing team across multiple shifts.As our Operations Manager, you’ll manage a team of Operations Associates, act as the point of escalation for real-time operational incidents, and help drive a culture of empathy, accountability, and excellence.
You'll lead with data, enforce processes, mentor developing leaders, and continuously refine how we support our riders and drivers.
This is a hybrid role requiring presence in the Richmond, VA office 2–3 days per week. The working hours for this role is Monday-Friday 1:00–9:00 PM.
The Operations Manager will be responsible for:
Team Leadership & Development
- Goal Setting & Accountability: Collaborating with team members to set clear, measurable goals aligned with key operational KPIs (response times, resolution quality, attendance). Tracking progress and holding teams accountable.
- Leadership Development: Preparing Supervisors for success by strengthening people management skills, including delegation, conflict resolution, and accountability. Delivering remediation and coaching to frontline teams and supporting long-term development planning in partnership with Operations leadership.
- Performance Coaching: Conducting regular 1:1s, providing data-driven feedback, and guiding growth-focused coaching conversations that reinforce strengths and address areas for improvement.
- Skill Development: Identifying skill gaps at both the individual and team level. Delivering targeted training in areas such as customer service, issue resolution, and use of platforms like Slack, NICE, and Zendesk.
- Recognition & Engagement: Celebrating wins, fostering inclusivity, and maintaining a positive, motivating work environment where team members feel valued. Championing a culture of empathy, efficiency, and accountability within the team.
- Continuous Feedback Loop: Encouraging bottom-up feedback to identify process improvements and adjusting team strategies in real time.
Operational Oversight & Quality Assurance
- Operational Oversight: Overseeing day-to-day ride operations to ensure compliance with company policies, shift schedules, and operational SOPs. Providing hands-on support in resolving or escalating complex situations.
- Quality Execution: Monitoring call and communication quality using tools like NICE and Slack. Implementing structured feedback to ensure high standards are maintained.
- Process Improvement: Recommending and executing workflow updates, training initiatives, and SOP enhancements to boost service efficiency and consistency.
- Clear Communication: Ensuring policy compliance through clear communication, consistent follow-up, and holding teams accountable to expectations.
- Workforce Management: Assisting with shift planning, scheduling, and managing time and attendance for Associates and Supervisors.
Live Incident Response & Real-Time Problem Solving
- Real-Time Operations Management: Acting as the primary escalation point for unexpected issues (service disruptions, driver concerns, system failures, safety incidents). Acting quickly to minimize disruption.
- Root Cause Analysis: Using data and frontline insights to identify the origin of issues and developing solutions.
- Decision-Making Under Pressure: Making time-sensitive decisions confidently with limited information, balancing immediate needs with long-term outcomes.
- Cross-Functional Coordination: Working closely with Driver Support, Leadership, Safety, and Compliance teams to resolve issues and share updates.
- Crisis Management & Safety Escalations: Leading emergency responses and ensuring adherence to safety and compliance protocols.
- Active Communication: Providing timely updates and direction to staff, customers, and leadership across chat, phone, email, and SMS.
- Documentation & Follow-Up: Logging incidents thoroughly, identifying learnings, and debriefing teams to reinforce readiness.
- Driver & Client Support: Responding professionally to driver and client inquiries across multiple channels using internal tools (Slack, Zendesk, Google Workspace).
Reasons we are excited about you…
- Experience: Bachelor’s degree preferred; 5+ years as an Operations or Call center Manager managing hourly employees, ideally in a fast-paced, customer-facing, or transportation-related environment.
- Call Center Knowledge: Experience with phone systems, call quality tools (e.g., NICE, Ringcentral) 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.
- Location: Must be based in or near Richmond, VA and able to work in-office 2–3 days per week.
- Transportation: Must have access to reliable transportation.
- Availability: Flexible schedule, including occasional evening or weekend coverage.
Reasons it pays to work for 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
Don’t 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 you’re excited about this role but your past experience doesn’t 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!
