Vice President, Operations East

Operations Full-time About Zūm: Zūm is revolutionizing mass mobility with its Connected Mobility Experience (Zūm CMX™) system that connects and coordinates people, vehicles, and operations in real time. In the $50 billion student mobility market – the largest segment of the mass mobility industry – Zūm CMX is transforming a daily source of anxiety and disruption into a reliable, transparent, and efficient mobility experience for students and families. Today, more than 7,500 schools rely on Zūm CMX. Recognized globally for its innovative approach and operational execution, Zūm has been named to Fast Company’s World’s Most Innovative Companies, CNBC Disruptor 50 and Changemakers, the World Economic Forum, and the Financial Times’ Fastest Growing Companies lists. Zūm is backed by leading investors including Sequoia Capital, GIC, TPG, and Softbank. ABOUT THE ROLE Zum provides safe, reliable, technology-enabled student transportation for school districts. We are growing quickly: new districts, new yards, and new markets launch while existing ones are still being built out. The VP of Operations runs a multi-market in the east region P&L, leads general managers and their teams, and owns the operating rhythm that keeps buses running safely and on time. This is a hands-on, start-up-mode role for someone who can build, manage the process, and still step into a yard and roll up their sleeves when needed. OPERATING RHYTHM Daily: Route coverage, dispatch, on-time performance, driver safety messages, same-day escalations Weekly: KPI release and action plans, labor review, customer launch calls, payroll dashboard review, AR collections Monthly: Safety themes, union dues and benefits compliance, forecast-to-actual review, liquidated damages reconciliation Seasonal: Back-to-school readiness, budget planning, renewals, 45-day scaling forecast As needed: Involvement in bargaining, grievances, discipline, incident investigations, service-disruption planning START-UP MODE Launch new districts and yards while running existing ones, moving people and fleet across markets as needed Write and standardize SOPs, RACIs, and protocols where none exist Be decisive, often with incomplete information Step in directly when a manager leaves or a launch stalls NEW CONTRACT IMPLEMENTATION Own the handoff from Sales through Day One and stabilization: Handoff: Review contracts, pricing, and commitments with Sales, Legal, and Finance Plan: Name an owner and build backward from first day of service Staffing and training: Size teams including spares; lead recruiting, CDL training, and background checks Labor and compliance: Determine CBA coverage and set up payroll and benefits Customer readiness: Launch meetings, dry runs, and written scope changes Stabilize: Provide go-live support, move to steady-state KPIs, and hold a post-launch review KEY RESPONSIBILITIES Regional operations: Own on-time performance, coverage, and service quality Financials: Own the regional P&L, budget, forecast accuracy, and expense control Renewals and collections: Lead renewals and AR, including disputed invoices and liquidated damages Escalations: Be the escalation point for district and union contract disputes, working with Legal and HR HQ liaison: Connect field operations with Sales, Customer Success, Finance, HR, Legal, Safety, and Technology People leadership: Lead and coach GMs and field managers, handle performance issues, and run promotion panels Safety and compliance: Lead incident reviews, make documented discipline decisions, and oversee training and records Labor relations: Support bargaining, grievances, arbitration, and CBA implementation Customer relationships: Serve as senior operational contact for district leaders Driver pipeline: Oversee hiring, spare ratios, CDL training, retention, and recognition Fleet and technology: Evaluate routing vendors and support yard and equipment readiness REQUIREMENTS 10+ years in operations, including 5+ leading multi-site or multi-region teams in student transportation, logistics, or similar safety-critical field operations Experience in high-growth or turnaround settings, launching sites and building process from scratch Strong financial skills: budgeting, forecasting, expense control, and AR management Direct union experience (CBA administration, grievances, discipline, bargaining) and skill in renewals and escalations with districts and unions Command of DOT/FMCSA, CDL, and state pupil-transportation requirements Public-sector contract experience, including SLAs and liquidated damages Fluency with operational and workforce data, turned into weekly action Strong multitasking and proactive planning; exceptional written and verbal communication Willingness to travel Bachelor's degree or equivalent experience