A little bit about the role...

As the VP Operations, you will be a key executive leader architecting the future of UZURV's service delivery and support operations. This isn't a role for a traditional caretaker; we need a builder, a strategist, and a transformative leader.

Reporting directly to the COO, you will bridge the gap between high-touch human empathy and cutting-edge proprietary technology. You will take ownership of our 24/7 ride execution, dispatch, and call center network, optimizing cost-per-contact and cost-per-ride metrics while scaling our capacity to meet unprecedented demand.

The ideal candidate has spent years navigating the chaotic, fast-paced intersection of logistics technology and large customer service operations. You are a master of workforce management data, but you never lose sight of the human being on the other end of the line or in the driver's seat.

To be successful at UZURV, you will be:

A leader with these key competencies to take on the core responsibilities of the role:

1. Strategic Foresight & P&L Ownership

• Architect and execute a multi-year strategy to scale operations past current capacity limits, directly tying operational efficiency to the company's profitability and P&L.
• Partner with the COO and CFO to define investment priorities, ensuring a measurable ROI on operational technology and infrastructure.
• Govern a centralized operational data framework, establishing weekly health dashboards for the executive team that translate complex data into clear, mandated actions.

2. High-Velocity Platform & Dispatch Optimization

• Oversee all aspects of 24/7 ride monitoring, dispatch, and provider management systems across expanding geographies.
• Collaborate directly with Product and Engineering teams to optimize proprietary algorithms, maximizing ride efficiency, driver utilization, and overall network health.
• Drive a rigorous root-cause analysis approach to systemic failures or technical bottlenecks, deploying immediate, permanent process or product fixes.

3. Transformational People Leadership

• Rapidly assess organizational health, eliminate friction points, and execute targeted change management initiatives to dramatically elevate employee engagement.
• Develop and mentor operations people leaders, instilling accountability, equitably rewarding excellence, and decisively addressing underperformance.

• Balance aggressive technological efficiency with a deep investment in human talent, maintaining the high-touch empathy required for critical support roles (e.g., sensitive rider complaints, safety incidents).

We're Excited About You Because You...

• Operational Growth Leader:
  10+ years of executive experience scaling complex, tech-centric business units in rapid-growth environments.
• High-Volume Support Champion: Proven capability managing large-scale, 24/7 customer-facing support operations, with a distinct knack for evolving traditional call centers into high-efficiency, tech-enabled success teams.
• On-Demand Mobility Expertise: Deep experience within a Transportation Network Company (TNC), high-volume logistics, on-demand delivery, or a tech-enabled transit environment is highly preferred.
• Proven Change Agent: A demonstrable history of leading large-scale change management initiatives that resulted in tangible, measured improvements in employee retention and engagement.
• Data-Fluent Tech Collaborator: Expert-level data-driven decision-making skills. You must have a history of successfully collaborating with engineering teams to deploy proprietary technology that explicitly moved operational KPIs.
• Education: Bachelor's degree in Business, Operations Management, or a related field required; MBA preferred.
• Location: Ability to maintain a consistent hybrid physical presence in Richmond, VA (2-3 days a week) and manage a distributed, 24/7 footprint.

Reasons it pays to work at 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 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

Come As You Are

Don't meet every single requirement? Studies have shown that women, people with disabilities, 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. If you're excited about this role but your 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 out.

We are also committed to making our hiring process accessible and inclusive for all candidates. Throughout the interview process, we provide transparency into what to expect and include options to request accommodations. Interview invitations include details on how to request support such as captions, advance materials, or other accessibility needs.

If you require accommodations at any stage of the process, we encourage you to reach out-we're happy to support you in a way that allows you to show up at your best.