Manager, Crisis Response

Your role: 

As the Manager of Crisis Response, you will be pivotal in ensuring the safety and well-being of the HopSkipDrive community. Partnering with the Director of Trust & Safety, you will implement and oversee HopSkipDrive’s crisis response strategy, addressing incidents involving CareDrivers, Riders, and broader community safety concerns.

Your primary focus will be executing HopSkipDrive’s crisis playbook during critical incidents and emergencies, such as accidents, natural disasters, and security threats, ensuring timely and effective resolution. You will lead a team of Trust & Safety investigators and manage escalations as needed. You are passionate about safety, proactive in generating ideas, and continuously improving our community's safety and compliance culture. This role will report directly to the Director, Trust & Safety.

What you’ll do: 

• Work with the Director of Trust & Safety to execute HopSkipDrive’s crisis playbook; oversee emergency crisis management and ensure business continuity
• Lead and support a team of crisis response investigators, ensuring high-quality investigations and maintaining accurate, confidential records
• Develop and implement investigation protocols and procedures to ensure consistency and thoroughness in all investigations
• Be a “player-coach” by supporting your team with incident response and conducting complex investigations involving safety incidents and other high-risk concerns
• Collaborate with cross-functional teams on crisis response to gather necessary information and ensure comprehensive investigations; support the Trust & Safety organization and company employees during emergencies
• Analyze investigation findings, identify trends, and provide recommendations for process improvements and preventive measures
• Develop and maintain effective working relationships with law enforcement and government authorities; act as a liaison with external agencies and partners when necessary
• Manage team data and reporting; serve as a safety subject matter expert, and present detailed reports to senior leadership and other stakeholders
• Flexible schedule and coverage outside of standard work hours in the event of an emergency; willing to work off hours, weekends, and holidays as needed

What you’ll bring: 

• 3+ years of tech industry or startup expertise in safety, operations, communications, or legal
• 3+ years of experience directly related to trust & safety; with at least 1 year managing significantly escalated crisis situations
• Outstanding written and verbal communication skills across multiple functions and teams
• Entrepreneurial spirit who can come up with solutions to prevent problems we haven’t seen yet
• Experience working with diverse stakeholders, from executives to front-line workers
• Ability to exercise business judgment to manage sensitive and complex escalations
• A creative problem solver with the ability to work independently
• Bachelor's degree; Crisis or Emergency Management degree preferred
• Direct experience in rideshare or a similar two-sided marketplace preferred

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 competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), 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 $85,000 to $110,000. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set 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, SC, TN, TX, UT, VA, WA, WI**