Sr. Manager, Safe Ride Support

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, 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.

Who We Are

Our Safe Ride Support team takes pride in ensuring every ride is completed safely and smoothly. This role will report directly to our Sr. Director of Safe Ride Support. As the Senior Manager of Safe Ride Support you will be a critical player in delivering on our promise “Safety is Everything” and will help us achieve this goal in the following ways:

• Lead a team of remote InRide Support Associate Managers and Team Leads who oversee on- and offshore teams to ensure we achieve department SLAs, KPIs,  CSAT, and eNPS  goals. 
• Conduct weekly 1:1s with your direct reports, managing to metrics and providing clear and actionable feedback
• Contribute to training and quality assurance for your team members, and be a thought partner for our QA Manager to track and benchmark performance
• Be a secondary point of escalation for your team members and take over escalated interactions, as needed
• Monitor volume across all queues, coach team leaders on workforce management, and  jump into to assist, as needed
• Recognize and report high level trends in contact reasons and customer issues, using qualitative and quantitative data to make recommendations to SRS leadership
• Identify operational improvements within your team’s workflows and partner with cross functional leaders on appropriate solutions 
• Maintain strict adherence to HopSkipDrive policies and processes

Who You Are

You’re passionate about delivering amazing customer experiences and excited to build a strong team for scale with our growth. With the following skills, you’ll make a tangible and immediate impact:

• Excellent communication and interpersonal skills with a strong desire to collaborate with fellow leaders and cross-functional partners
• 2+ years of experience directly managing/leading a team 
• Maintain safety as a constant north star and exude calm under pressure
• Strategic thinker with the ability to solve problems for today and the future
• Experience managing cross-functional projects from start to finish, including setting success metrics and developing a regular reporting cadence on progress towards goals
• Intermediate Excel skills with the ability to use data for performance management and to influence decision making
• Open to feedback and a desire to succeed in a fast-paced environment

Our Investment In You

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role is $100,000 - $120,000. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

HopSkipDrive is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI**