Director of Customer Success and Operations

Los Angeles, California, United States | Full-time


Role Summary:

This is an opportunity in the exciting and fast-growing transportation software industry.  Public transit is being transformed from a system of static, scheduled fixed-routes, to a dynamic on-demand network powered by cloud-based software, and you’ll be one of the pioneers shaping this transformation. As Director of Customer Success and Operations, your mandate is to deliver successful outcomes for clients, resulting in loyal brand advocates and industry-leading case studies. You will own the strategy and execution of all customer interactions, engagement, and life cycle management. You will lead a small and rapidly growing team (9 at present) of customer success managers, data analysts, and support specialists that are currently based near Toronto, Canada. Over time, you will build customer service operations across several metropolitan centers that collaborate with the technical team at the head office.

Your day-to-day responsibilities will include:

  • Program management: Plan and execute multiple concurrent client projects from beginning to end, including budgets, timelines, and resource allocation. Manage the performance of team members and subcontractors. Identify and mitigate risks. Facilitate communication and coordination between project stakeholders including transit planners, senior management, marketing, and operations staff.
  • Develop the organization: Recruit, manage, and develop the department’s talent. Continuously review and improve the organization structure for optimum effectiveness and structure. Enhance operational workflows, jobs, and reporting relationships of the division. Build and manage departmental budgets and/or business plans.
  • Support new service launches: Stay involved by supporting the implementation team with transit service planning, siting reviews, training, managing subcontractors, supporting operations, testing, monitoring KPIs, and on-site activities.
  • Manage client stakeholders: Build relationships with transit agency stakeholders, understand and manage expectations, provide status updates, identify and mitigate stakeholder concerns and risks, and facilitate collaborative decision making.
  • Retain and grow client revenues: Work in tandem with the sales account manager to ensure client retention and grow the revenue per client by expanding to new areas and use cases within the transit agency.
  • Prepare reports and presentations: Utilize reports and/or presentations to inform and influence stakeholders and decision making. Work with the project’s technical staff to distill insights into easily understandable and persuasive written communications, for a variety of stakeholders.
  • Mentor and coach: Advise team members to accomplish project goals and resolve technical/operational issues. Provide performance reviews, support staff in achieving their career development goals, and create opportunities for professional growth.
  • Review and approve client proposals: Collaborate with the revenue team to review transit agencies’ proposals to determine the organization’s ability to deliver on the scope of work, expected outcomes / KPIs, available internal resources, and timelines. Influence client proposals to ensure they are in line with the organization’s strategic goals for project success and profitability. Sign-off on client proposals, together with the head of the revenue team.
  • Improve internal processes and tooling: Identify ways to further automate and systematize our internal processes. Collaboratively champion internal process/tooling improvements.
  • Educate: Continuously expand the collective knowledge base of the company through multi-disciplinary learning and knowledge sharing.


Preferred qualifications:

  • Education: post-secondary degree in Business/ Engineering/ Finance, or related discipline
  • 5+ years of leadership experience scaling a client-facing team, and managing 20+ team members with varying skill sets in the public transit industry.
  • Analytical and data-driven: Demonstrated track record in analytics and/or the use of complex data for decision making. Proficient in Excel and Microsoft Office tools.
  • Reference list of brand-name clients in public transit that will confirm your ability to deliver world-class customer service and operations
  • Ability to manage multiple priorities: extremely organized, sensitive to deadlines, and accessible based on business needs
  • Top-notch communicator: Experience preparing reports for and delivering presentations to C-suite executives, board members, and city councils
  • Hiring and Recruitment: proven ability to recruit and retain strong talent
  • Transit operations experience is necessary. B2B software technology experience is an asset 
  • Location: Based in Los Angeles County, California
  • Willing to travel at least 25% of working time, as needed.


Compensation and benefits

  • Base Salary: $120K - $200K + performance-based bonus or stock options.
  • Flexible working hours: Flex time, work from home, vacation time


Who we are:
RideCo powers on-demand transit. Public transit agencies use RideCo's cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans. Our clients include some of the world’s largest transportation operators such as San Antonio Metro, Los Angeles Metro, Calgary Transit, and Grab.

Have you experienced getting frustrated with transfers and waiting while taking a public bus? Have you seen buses drive around in low-density areas with very few passengers on-board and wondered how inefficient that seems to be? You're likely aware of the first & last mile access challenges faced by transit hubs. We are solving these problems by re-imagining shared mobility. Imagine a world where vehicles have dynamic routes responsive to real-time trip demand. This 'dynamic shuttle' (or van /sedan) would pick you up, on-demand, at or near your doorstep and take you to your destination or transit hub. Along the way, it may pick-up other passengers going in your direction. Your experience will be seamless: less waiting, less walking, fewer transfers, shorter travel time, and timely pickups and drop-offs. RideCo's 'dynamic shuttle' platform enables this new mode of transit. By seamlessly moving more people in fewer vehicles we are catalyzing a generational shift in how people get around cities and towns. This means commuters spend less time in transit and more time doing what they enjoy.

RideCo powers a diverse range of use cases, including residential/ suburban travel; first-mile-last-mile connections for transit hubs; and corporate employee transportation. We are investing to scale up and capture the growing demand for on-demand shared rides solutions.



Email your resume (or LinkedIn profile) and cover letter to:

Email Subject: “Director of Customer Success and Operations”