UZURV - Operations Training Manager

A little bit about us…

UZURV is a 150+ 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.

We’re seeking an experienced and driven Operations Training Manager to lead the development, delivery, and evolution of training programs focused on associate performance, compliance, and operational excellence. You’ll play a pivotal role in building a high-performing culture across a team of 80+ hybrid and remote call center associates, while ensuring strict adherence to safety protocols, industry compliance, and efficient handling of transportation-related services.

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

This role requires on-site presence to deliver training, support coaching efforts, and drive engagement with associates.

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

Associate Development & Engagement

• Developing and executing strategic training programs that support onboarding, skills development, product knowledge, and system proficiency for call center and ride monitoring associates.
• Delivering engaging training sessions focused on strengthening communication, customer service, problem-solving, and job-specific expertise.
• Providing ongoing one-on-one and group coaching to drive individual performance, boost confidence, and support career growth.
• Monitoring associate performance and learning outcomes to adjust training methods and content in response to evolving needs.

Call Center Operations & Compliance

• Ensuring all training content aligns with compliance standards, safety regulations, and best practices for call center and ride monitoring operations.
• Developing and maintaining new hire onboarding programs that support a seamless and confident transition into the call center and ride monitoring environment.
• Integrating knowledge of transportation networks and logistics workflows into relevant training modules and customer communication.
• Partnering with QA and compliance teams to maintain audit readiness and promote a culture of accountability and operational consistency.

Team Leadership & Program Oversight

• Maintaining a strong on-site presence to deliver training and provide support for hybrid and remote associates.
• Continuously evaluating training program effectiveness using performance data, feedback, and KPIs, and adjusting strategies to meet organizational goals.

We are excited about you because…

• You bring proven experience in call center training, coaching, and associate development, with a strong focus on performance and engagement.
• Your experience includes designing and delivering live and virtual instructor-led training (VILT), along with self-paced online learning.
• You are a strong communicator and people leader with a genuine passion for developing others.
• You demonstrate an analytical mindset and a commitment to improving training outcomes through data and feedback.
• You have 5+ years of call center experience, including 2 or more in a training leadership role.
• You bring deep knowledge of compliance regulations, safety protocols, and standard call handling procedures.
• You’re confident in your understanding of transportation networks, logistics systems, and customer service operations.
• You’re excited to be on-site when needed to support training delivery and team engagement.
• You have hands-on experience with tools like NICE, Zendesk, Google Workspace, and Slack, and are always eager to learn more.
• You bring training and development credentials—such as a CPTD or ATD certification—or equivalent experience grounded in adult learning models, instructional design, and content delivery.
• You have a bachelor’s degree in Business, Education, or Communication—or comparable experience that reflects a strong foundation in learning and organizational effectiveness.
• Your background includes experience in the transportation, logistics, or supply chain industry, giving you valuable context for supporting frontline teams.

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!