Vice President, Operations East

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

Zūm Services, Inc. and all its subsidiaries provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.