Ride Plan Dispatcher

3 weeks ago

Philadelphia, United States via.com Full time

Via is using technology to transform transportation around the world. From changing a single person's daily commute to reducing humanity's collective environmental footprint - we've got huge goals.

We operate multiple paratransit services across the U.S. and are committed to offering reliable and efficient transportation solutions for individuals with special mobility needs. Our focus is on maintaining high standards of service, ensuring punctuality, and providing a frictionless experience for our passengers.

As a Ride Plan Dispatcher, you will be involved with every component of our game-changing paratransit transit deployments - from initial setup, daily process execution and continuous improvement, to our highest priority - serving the drivers who make our services possible and getting our riders where they need to go

Ride Plan Optimizers like you are the masterminds behind day-of ride plan adjustments to respond to unexpected events like vehicles going out of service or drivers calling out sick at the last minute to ensure 100% of rides are served on time. As a Ride Plan Optimizer you therefore play a critical role in ensuring rides across the U.S. are served with the highest quality possible. The ideal candidate will love brain teasers, have strong analytical skills, and operate calmly under pressure.

Note: this is a shift-based position requiring availability in early mornings (beginning 4AM Eastern Time) or late-nights (until 2AM Eastern Time). This is a contract position through our partner, HireArt.

What You'll Do:

  • Maintain and enhance a service's On-Time Performance by proactively identifying and resolving issues that may prevent drivers from reaching assigned riders on schedule.
  • Optimize a service's manifest ("ride plan") with the aim of ensuring all rides can be completed with the available fleet, identifying late rides and reallocating to available drivers to ensure an on-time arrival
  • Proactively identify changes in same-day driver schedule changes and trigger front line outreach to drivers for shift extensions or new shifts
  • Ensure no rider is left behind by escalating to supervisors when no solutions are found for riders not assigned to drivers
  • Coordinate with scheduling and front line teams to ensure effective communication to riders where relevant
  • Propose and implement improvement strategies to optimize ride plans, ensuring better alignment of rides with driver shifts.
  • Lead a night-before ride plan process and preparation to ensure rides correctly assigned to drivers and vehicles
  • Recommend technological solutions or process enhancements to improve operational efficiency.
  • Respond to service issues and implement corrective actions in a timely manner.
  • Participate in training and development programs to stay updated with industry best practices and advancements in paratransit operations.
  • Travel to Via's markets to provide support/training on ride plan optimization to personnel on a short-term basis
Who You Are:
  • Tech-savvy; strong computer and technical skills, including experience with numerous software programs (including video games) and the more standard Microsoft Office, the Google Suite. CRM tools like Salesforce are a plus
  • Strong mental acuity and analytical problem-solving skills, with a love of brain teasers and/ or computer games
  • A comfortable multitasker who enjoys live operations and can quickly prioritize and switch between tasks.
  • A clear communicator with excellent reading comprehension and writing skills
  • A well-rounded team player who takes ownership of (and pride in) your work
  • An entrepreneurial spirit with strong work ethic
  • Dynamic; willing to wear multiple hats and work on projects of all types
  • An action-oriented executor: you take initiative to solve problems and get the job done
Compensation and Benefits:
  • Final salary will be determined by the candidate's experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable
  • Salary Range: $19 - $21 per hour


We're Via, and we build technology that changes the way the world moves. We pioneered the TransitTech category to ensure that the future of transportation is shared, dynamic public mobility - the kind that reduces carbon emissions across congested cities, minimizes reliance on private cars, and provides everyone with accessible, efficient, and affordable ways of getting around.

We created the first end-to-end TransitTech solution for cities and transit agencies, offering world-class software, service design, and operational expertise to fundamentally improve the way the world moves.

Via was founded with the guiding principle that we go further when we go together. We are dedicated to building a diverse, inclusive and authentic workplace. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.

Ready to join the ride?

Via is an equal opportunity employer.

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