Onward

Program Manager

• Lead end-to-end implementation of new customer programs, from contract close through go-live.
• Develop and manage detailed project plans, timelines, and deliverables across internal and external stakeholders.
• Document customer specific variations and operations dependencies.
• Coordinate cross-functional teams (Operations, Product, Engineering, Partnerships) to ensure readiness for launch, including identifying task ownership, communication plans, escalation paths, reporting requirements, operational processes and any additional required investment (product, OPS) to support the new partnership.
• Serve as the primary point of contact during implementation, ensuring clear communication and accountability.
• Identify and mitigate risks, proactively resolving issues that could impact launch timelines or success.
• Ensure all operational, technical, and compliance requirements (e.g., ADA, FTA where applicable) are met prior to go-live.
• Translate customer requirements into clear operational workflows and platform configurations using Onward’s templated Standard Operating procedures.
• Develop and execute onboarding and training for customer teams and partners.
• Ensure a smooth transition from implementation to live operations with minimal disruption.
• Own post-launch stabilizations process through defined success milestones, including monitoring initial program performance, identifying operational gaps, and implementing improvements.
• Lead cross-functional stabilization reviews and issue resolution, including tracking launch health, operational burden, customer feedback, and adoption metrics.

Program Manager – Launch and Implementations

Customer Support

• Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email
• Support riders whose primary language is Spanish or English
• Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency
• Step in when automation needs a human touch - partnering seamlessly with AI support agents
• Coordinate trip details with drivers and partners to ensure on-time, accurate service
• Support riders with common needs: lost items, updated instructions, ETAs, cancellations, or delays
• Keep support tickets up to date in Zendesk with clear, thoughtful communication
• Flag recurring issues and edge cases, helping improve workflows and automation
• Review and process refunds or credits, escalating when necessary

Support Specialist

Dispatcher

• Accurately collect, verify, and document ride, driver, and rider information
• Respond promptly to driver, rider, and customer inquiries via phone, text, and chat
• Monitor scheduled and active rides to ensure timely pickup and completion
• Actively support drivers during trips by resolving delays, routing issues, cancellations, and service disruptions
• Identify issues quickly, take ownership of resolutions, and follow through to completion
• Escalate issues appropriately and in a timely manner following established procedures
• Maintain accurate records and updates to ensure continuity across shifts
• Identify recurring operational issues and contribute suggestions for improvement
• Maintain professionalism, focus, and consistency in a high-volume, fast-moving environment

Manager

• Monitor dispatch and support queues, balance workload, and ensure SLA performance and process adherence.
• Manage team of 7-10 direct reports as well as offshore team members.
• Serve as on-shift point of contact for member and team questions, providing timely support and resolution.
• Lead daily huddles to share operational updates, product launches, and key service changes.
• Learn and support new software and tools and drive team adoption.
• Analyze daily metrics and provide context on performance trends and fluctuations.
• Manage and resolve high-priority escalations to ensure timely and effective resolution.
• Build and maintain training materials for Concierge teams and drivers for new products and workflows.
• Create and update Zendesk macros, help articles, and AI reference documentation.
• Collect and prioritize bugs and enhancement requests for weekly cross-functional review.
• Own weekly staffing, scheduling, and coverage planning with contingency support.
• Conduct 1:1s to coach, manage performance, and support employee development.

Dispatch and Support Manager – Evening Shift

• Lead a team of Dispatchers and Support Specialists.
• Ensure seamless ride operations and exceptional customer support.
• Monitor dispatch and support queues and manage workload.
• Serve as on-shift point of contact for member and team questions.
• Analyze daily metrics and provide context on performance trends.
• Build and maintain training materials for Concierge teams.

Dispatch and Support Manager – Day Shift

Financial Planning and Analysis

• Develop and maintain robust financial models to support forecasting, budgeting, and strategic planning
• Analyze trends, KPIs, and operational data to identify opportunities and mitigate risks
• Partner with department leaders to create budgets, track performance, and recommend actionable improvements
• Own and manage AI workflows for end-to-end invoicing workflows, ensuring accuracy and timeliness across all customer billing processes
• Provide invoices and required reporting for grants and other specialty programs
• Collaborate with stakeholders to resolve billing issues, improve payment timelines, and maintain strong relationships with customers
• Manage and optimize provider network payment processes
• Drive month-end and quarter-end reporting processes, ensuring timely and accurate financial results
• Identify inefficiencies in financial workflows and propose solutions to enhance productivity and scalability
• Assist leadership in preparing materials for board meetings and investor updates.

Program Manager – Launch and Implementations

Support Specialist

Dispatcher

Dispatch and Support Manager – Evening Shift

Dispatch and Support Manager – Day Shift

Financial Analyst