Manager, Ride Excellence

At HopSkipDrive, our goal is to create opportunity for all through mobility. 

We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software and advisory services, we solve the biggest transportation challenges facing schools and school districts around the country. 

Founded by three moms as a solution to their own transportation challenges, we’ve now facilitated more than 3.3 million rides and operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date.

Your role: 

As the Manager, Ride Excellence at HopSkipDrive, you will identify and solve user problems related to the in-ride experience. You will conduct user research, delve into user data, develop hypotheses, design and execute experiments to test these hypotheses. The ideal candidate will have a strong analytical background, excellent problem-solving skills, and a passion for improving user experiences through data-driven insights. You think like a business owner. You’re always thinking of ways to constructively challenge the status quo and improve the in-ride experience. You will also navigate stakeholder relationships across all teams to make each initiative collaborative, straightforward, and successful. You are excited to bring your best everyday, to learn from those around you and to push hard while contributing to our powerful vision of positively impacting youths’ lives everyday. You will report to the Director of In-Ride Experience. 

What you’ll do: 

• Analyze user data to identify pain points and areas for improvement in the in-ride experience.
• Develop hypotheses based on identified issues and design experiments to test these hypotheses.
• Plan, execute, and analyze experiments to validate hypotheses and measure the impact of changes.
• Conduct surveys, interviews, and focus groups with users (students, older adults, Caregivers, CareDrivers and school administrators) to gather qualitative data and user insights.
• Analyze and interpret research data to uncover actionable insights and trends.
• Work closely with product, engineering, and operations teams to implement solutions and track their effectiveness.
• Create detailed reports and presentations to communicate findings, insights, and recommendations to stakeholders.
• Monitor the …