Ensuring a community-first approach with local employees: Q&A with Operations Manager Jamie Mills of St. George, Utah

Ensuring a community-first approach with local employees: Q&A with Operations Manager Jamie Mills of St. George, Utah

by Kyla Hanaway

Kyla Hanaway has an eye for talent, and she’s helped build Zagster into the community-driven, goal-oriented organization it is today. When she’s not working to change the world, she’s most likely reading a non-fiction page turner or playing Barbies with her daughter.

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Director of People Operations

In my last ZBlog post, I described how Zagster empowers its people to drive operational excellence in shared mobility. In this post, I’m going to bring you into the work day of one of our Zagstars, Operations Manager Jamie Mills of St. George Utah (the metro area has about 170,000 residents). Jamie and her team of 51 people deploy a fleet of 400 Spin scooters (read more about our nationwide partnership with Spin here). As you’ll hear, Jamie is a passionate leader who’s never afraid to get hands-on with every aspect of operations.

Kyla: How do you view your role as operations manager?

Jamie: It’s my responsibility to provide the team with the tools and information they need to be successful, and to empower team members to trust their own judgment and the judgement of their comrades. The success of any operation depends upon the quality and dedication of the team. Every single person matters. On my team in St. George, we have each others’ backs and we view each person as absolutely vital to our individual and collective success.

Kyla: How do you approach leading the team?

Jamie: I establish fair and consistent expectations that are realistic and attainable. I also like to lead by example. My team knows, because I’ve repeatedly proven, that I’ll go above and beyond to ensure they’re successful. It’s critical that an Operations Manager has a hands-on, working knowledge of their team’s responsibilities in order to assist them in the field.

I trust my team to perform their duties to the best of their abilities and they trust me to lead to the best of mine. We are accountable to and for one another. We work together, help each other, and approach problem-solving collaboratively.

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Kyla: Is there such thing as an “average” day for you?

Jamie: (Laughs) No, and that’s one of the many reasons I absolutely love my job, the pure variety of situations that need to be managed. There’s no “average” day as an Operations Manager or team, and there’s never a dull moment. I should add that I’m also a single mom with two children, ages 11 and 7, so in addition to managing operations here in St. George, my days are spent getting my kids ready for school, for bed, and for life.

Kyla: Can you give us a snapshot into your day?

Jamie: Let me give it a try:

  • 4 am: I wake up early to check on the status of last night’s pickup. I’m up that early anyway having my coffee. I check to see if there’s any outstanding issues that didn’t get resolved during the night shift or any escalations that need my attention to support the morning shift.  

  • 6:30-7:45 am: I get my kids ready for school.

  • 8:00 am: Morning crew checks in. We discuss any scooters that need to be repaired or replaced. I get a status on the morning deployment.

  • 9 am: I get to the office and have some time to check in with HQ in Boston, set up schedules for the following week, deal with staffing issues, then work with Spin on any pending issues.

  • Noon: After the morning rush hour, I work with the mid-day crew to ensure that the scooters are re-charged, re-balanced and ready to go for the evening commute.

  • 2 pm: Work on training documentation. Scooter relocation requests are resolved. I meet with the team to check how everyone is doing. I check in with city officials and riders, as time permits. Sometimes, I attend community events related to micro-mobility programs. This would be my time to ensure that all operations are running smoothly, the community is being well-served, and the staff is operating effectively.

  • 5 pm: I head home to spend some time with my kids.

  • 8 pm: One last check in on the status of the team. I make sure the night shift has all the information they need. I sleep well knowing I have a great operations team I can trust to keep things running.

Kyla: How do you collaborate with the City of St. George?

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Jamie: We’re so fortunate to have fantastic partners in the City of St. George, including Marc Mortensen, director of support services for the City. Marc and I communicate regularly to ensure that the community is being well-served. For example, Marc might reach out to see if we can provide additional scooters for events, such as the Arts Festival. We’ll then do advanced planning to ensure those needs are getting met. We’re always looking to strengthen community relationships and accommodate community needs.

Kyla: Thank you, Jamie, for giving us a glimpse into an Operations Manager’s busy, “non-average” day. As you said, “never a dull moment!” Keep up the great work that you and your team are doing there in St. George!


If you are interested in working with Jamie, or taking on an Operation Manager’s role yourself, check out our open positions. We are always looking for the next Zagstar!