UZURV - Operations Training Manager

A little bit about us…

UZURV is a 160 person, growing technology company based in Richmond, VA. The company operates in 14 states and is now expanding nationally. As an Adaptive Transportation Network Company, the UZURV mobility platform serves individuals with disabilities, the elderly, and others who need assistance with independent transportation.

UZURV’s platform combines rideshare with specialty credentialed, drug and alcohol tested drivers to provide safe, reliable mobility and a higher level of care for the transportation disadvantaged. It’s a technology platform and service that helps people who need assistance get where they need to go.

A little bit about the role…

At UZURV, we’re steadfast in our commitment to building a platform that provides safe and reliable transportation access to communities of health throughout the country. We are a high growth technology company providing life-changing transportation experience for riders in partnership with healthcare organizations, municipalities and more.

The Operations Training Manager is responsible for training and development initiatives for Operations Associates within our call center/operations department.

This role involves creating, implementing, and overseeing training programs to ensure associates meet operational goals and service expectations. The Operations Training Manager will enforce operational standards, monitor associate performance, and provide ongoing coaching to enhance skills and efficiency. Additionally, the position includes communicating with senior leadership to report on training progress, operational outcomes, and review performance metrics to ensure alignment with company objectives and service level agreements (SLA).

You will have the opportunity to play a key role in the growth of our business, delivering life changing services to rider every day.

As our Operations Training Manager, you will be responsible for the following:

• Designing, developing, and delivering comprehensive training programs for Operations Associates to ensure proficiency in operational procedures, customer service standards, and safety protocols within a transportation call center environment
• Driving alignment on performance standards with Operations leadership team via ongoing facilitation of calibration sessions and feedback
  
• Assisting the effectiveness of training programs and making necessary adjustments to improve the learning experience and meet organizational objectives
• Recommending and implementing the approved changes and training for efficient transportation operations and quality customer service
• Working closely with the Operations Management team to ensure training material and content are aligned with expectations of the associate position
  
• Creating and maintaining a positive, engaging, and supportive training atmosphere that encourages associates to learn, grow, and achieve their full potential
• Driving understanding (i.e. using visual aids, able to recognize when a group or individual is lost and needs more attention)

We are excited about you because…

• You have 2 years experience administering and overseeing operational practices (call center an/or transportation environment is a plus)
• You have 2 years of related work experience in Customer Service, supporting multiple channels, in a constantly changing environment
• You possess analytical skills to identify trends, successes, and areas for improvement at both agent and team levels, and the ability to use these insights to adjust training programs for enhanced performance and effectiveness
• You have demonstrated a proactive mindset and the ability to take initiative, driving projects forward with minimal supervision and a strong sense of ownership
• You have experience with group training and a strong sense of ownership
• You have strong public speaking, presentation, and organizational skills
• You are self-motivated and able to work independently
• You show compassion and empathy while maintaining a professional attitude
• You are proficient in the business tools of 2025 (Slack, Zendesk, Google Suite, etc).
• You are located in or near Richmond, VA and able to be on-site as needed for multiple weeks in a row for group training.

To be successful at UZURV, you must be:

• Reliable and Focused - Our riders and drivers depend on us, which means we hold ourselves accountable by being punctual and adhering to scheduled shift times. Actively listening and maintaining full concentration and attention to each call by limiting distractions allows us to provide the best customer service possible.
• Technology-Oriented - You must be well versed in G Suite applications and adept with the installation and utilization of smartphone apps (and helping others use them).
• Agile - Multitasking is necessary in a growing, fast paced company, as is the ability to plan and organize your workload. You must be flexible and nimble to adapt to shifting priorities.
• Collaborative - Collaboration is critical at UZURV, and we work together to provide greater independence for the communities we serve. You should be committed to approaching this role with a results focused, collaborative and inclusive mindset.
• Mission Driven - What we are creating every day is the ability for our transportation-disadvantaged citizens to move more freely and easily within their communities so they can overcome one of life's biggest challenges: transportation. Valuing your work and the time you spend in your career as core to who you are – you work where you want to make a true difference.

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 our 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

Don’t meet every single requirement? Studies have shown that women 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, so if you’re excited about this role but your past 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 weed them out! Who knows, you may be just the right candidate for a future role at UZURV. Just go for it... submit your resume!