UZURV – The Adaptive TNC · 1 day ago
Operations Manager
Richmond, VA
Full-time
Hybrid
Senior Level
5+ years expUZURV is a growing technology company based in Richmond, VA, that focuses on providing adaptive transportation services. The Operations Manager will lead a team, oversee operational processes, and ensure high-quality service delivery to clients and riders.
Health CareInformation TechnologySaaSSoftwareTransportation
Responsibilities
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
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
Conduct regular 1:1s, provide data-driven feedback, and guide growth-focused coaching conversations that reinforce strengths and address areas for improvement
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
Celebrate wins, foster inclusivity, and maintain a positive, motivating work environment where team members feel valued
Encourage bottom-up feedback to identify process improvements and adjust team strategies in real time
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
Monitor call and communication quality using tools like NICE and Slack; implement structured feedback to ensure high standards are maintained
Recommend and execute workflow updates, training initiatives, and SOP enhancements to boost service efficiency and consistency
Ensure policy compliance through clear communication, follow-up, and holding teams accountable to expectations
Assist with shift planning, scheduling, and time/attendance management for Associates and Supervisors
Act as the primary escalation point for unexpected issues (service disruptions, driver concerns, system failures, safety incidents). Act quickly to minimize disruption
Use data and frontline insights to identify the origin of issues and develop solutions
Make time-sensitive decisions confidently with limited information, balancing immediate needs with long-term outcomes
Work closely with Driver Support, Leadership, Safety and Compliance teams to resolve issues and share updates
Lead emergency responses and ensure adherence to safety and compliance protocols
Provide timely updates and direction to staff, customers, and leadership—across chat, phone, email, and SMS
Log incidents thoroughly, identify learnings, and debrief teams to reinforce readiness
Respond professionally to driver and client inquiries across multiple channels using internal tools (Slack, Zendesk, Google Workspace)
Qualification
Required
5+ years as an Operations or Call Center Manager
Experience with phone systems, call quality tools (e.g., NICE, Avaya, RingCentral, Vonage, etc.) and call center operations
Demonstrated success creating and improving SOPs and workflows
Proven ability to make sound decisions under pressure and lead teams through high-stakes or emergency situations
Proficiency in Slack, Zendesk, Google Workspace (Docs, Sheets, etc.) and call monitoring tools
Empathetic and professional communicator with strong problem-solving skills and a passion for service excellence
Self-starter who can manage shifting priorities and operate with minimal oversight
Preferred
Bachelor's degree preferred
Experience managing hourly employees/leaders, ideally in a fast-paced, customer-facing, or transportation-related environment
Minimum 6 months in a current leadership role or equivalent experience as an Operations/Call Center Manager
Benefits
401K matching
Healthcare benefits package
Generous PTO and paid holidays
Collaborative team-based work environment
Company
UZURV – The Adaptive TNC
UZURV is the Adaptive Transportation Network Company providing rides to anyone who’d like assistance with mobility, including people with disabilities, the elderly, and non-emergency medical transportation users.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$39.8M2024-02-14Series Unknown· $34.8M
2019-05-17Series A· $5M
Leadership Team
John Donlon
President
Recent News
Mass Transit Magazine
2026-01-13
Metro Magazine
2026-01-13
Company data provided by crunchbase