Rider Experience Principal at Via

| Greater NYC Area
Sorry, this job was removed at 11:12 a.m. (EST) on Thursday, July 30, 2020
Find out who's hiring in NYC.
See all Operations jobs in NYC
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

About This Role

As a Rider Experience Principal, you will be responsible for understanding and shaping the holistic experience for Via riders across our Consumer and Platform deployments. We solve problems ranging from customizing algorithm parameters; to optimizing app usage flows; to figuring out the best way to gather feedback from riders. You will need to combine a mix of strategic, operational, analytical, and product thinking to be successful. You will represent the “voice of the rider” internally- which means you need to be deeply connected to riders and what they are feeling and thinking. You will work closely with operations teams, marketing and communications specialists, product experts, engineers, and data scientists to develop ideas, deploy tests, and deliver results. You will work on large and complex data sets to understand the behavior of Via’s end users and help design and prototype analytical and operational tools that will support Via’s growth at scale. 

We are a low-ego, high-impact team who enjoy finding creative solutions to complex problems.

What You'll Do

  • Understand the “voice of the rider” across all deployments - using quantitative and qualitative tools to ensure that we are hearing feedback from around the world
  • Represent this “voice of the rider” internally - work with operational teams to fix bad experiences and provide user delight; collaborate with product and engineering teams to optimize usability and engagement of Via’s mobile application
  • Work with city and partner teams, general managers, and senior management to gather feedback, prioritize solutions, and move strategic rider experience projects forward
  • Build and use dashboards, data analyses, AB tests, and other methods to identify opportunities; pitch feature proposals; track progress on key metrics, etc.

Who You Are

  • Empathetic & Customer Centric: You put the customer first and have a true passion for understanding customers’ mindset. You are excited about listening to feedback and passionate about improving experience, and have an easy time understanding others’ pain points
  • Highly analytical and a good communicator who thrives in a collaborative environment. You can not only knock out a complex analysis, but can quickly distill key insights for various groups. Experience with SQL and analytical tools strongly preferred
  • Able to ‘influence without authority’ and get things done within a multi-team, multi-geography organization while building and maintaining great relationships
  • Experiment-minded: Always thinking strategically and creatively about ways to hook customers, and familiar with iterative testing
  • Manager with leadership experience: You are an independent, enterprising self-starter who is comfortable taking on a high level of responsibility and bringing structure to ambiguous situations. Experience with managing a team is a plus
  • 6-10 years of prior experience in Ops, Growth, Product Management, Consulting, or startup companies a plus

We’re Via, and we build technology that changes the way the world moves. Our guiding principle is simple: we know that the future of transportation is safe, dynamic, shared public mobility — the kind that reduces carbon emissions across congested cities, compliments existing transit infrastructure, and provides everyone with accessible, efficient, and affordable ways of getting around. Through intelligently designed operating systems and sophisticated routing algorithms, we build localized and customizable solutions for each and every one of our global partners (100 and counting, last we checked…)

Long story short: we’re very proud to be championing the transportation evolution of cities around the world and modernizing mobility. Ready to join the ride?

Via offers above market compensation packages and benefits, including equity, health insurance, and relocation assistance.

Via is an equal opportunity employer.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • Maria DBDatabases
    • MemcachedDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

New York , NY 10013

An Insider's view of Via

What's something quirky about your company?

Like many startups, we want to move as quickly as possible, but in a thoughtful, considered way — one that doesn't leave a trail of destruction in our wake. This approach, and our commitment to being innovative without crossing any moral lines, has helped us tremendously in forming fruitful relationships with our partners.

Megan Manfred

Head of Commercial Law (Joined Feb 2018)

What's the biggest problem your team is solving?

Our team is educating and engaging policy makers and politicians to make sure they understand the difference between shared and single passenger rides when setting new regulations and encourage on-demand mobility as a tool to solve the transportation needs of their community.

Ya-Ting Liu

Director of Government Affairs & Policy (Joined Jun 2019)

How has your career grown since starting at the company?

In such a short time I’ve been given opportunities to push myself creatively and professionally which has been great. I’m amazed at the type of projects I get to work on and the practical experience I've been able to gain while at Via.

Sergio Matos

Senior Designer (Joined Aug 2016)

How do your team's ideas influence the company's direction?

The Expansion team scopes and launches new Via projects around the globe - we're the "start-up within the start-up", which means we're constantly working on unprecedented problems. It's exciting to help shape new partnerships and new product lines, whether it's a city shuttle service in California or school bus routing in New York City.

Monica Ceragioli

VP of Expansion (Joined Apr 2014)

What makes someone successful on your team?

A common quality we all share is the ability to be very analytical and detail-oriented when required, but to also be strategic in our thought process and decision-making. A strong willingness to learn and to directly own projects (regardless of your title or experience level) leads to success on our team.

Sameer Essa

Marketplace Associate Principal (Joined Apr 2019)

What are Via Perks + Benefits

Via Benefits Overview

At Via, one of our top priorities is to maintain the health and wellbeing of our employees and their families! To achieve this goal, we offer a robust and generous program to fit the needs of our employees.

Culture
Volunteer in local community
We partner with local organizations to make a meaningful impact in the communities we serve. Employees participate in organized events and we help them find individual volunteer opportunities too!
Eat lunch together
Diversity
Highly diverse management team
We're proud to say that more than 50% of our workforce is female - including leadership! We also have diverse representation of employees from different economic, ethnic, and professional backgrounds.
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Via offers plans that cover 100% premium, including family members, spouses, and domestic partners.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Via provides employees with a flexible work schedule that includes flexible start and end times.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Commuter Benefits
In addition to offering pre-tax commuter benefits, the best perk is getting to use the Via service!
Stocked Kitchen

Additional Perks + Benefits

We're proud of our robust benefits package for employees. Beyond health, dental, and vision coverage, we also offer gifts on your birthday and your Via anniversary, resources for family and financial planning, and in-office wellness programs!

More Jobs at Via9 open jobs
All Jobs
Data + Analytics
Marketing
Operations
Sales
Operations
new
New York
Data + Analytics
new
New York
Marketing
new
New York
Data + Analytics
new
New York
Operations
new
New York
Operations
new
New York
Data + Analytics
new
New York
Sales
new
New York
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Via's full profileSee more Via jobs