Safe Ride Support Sr. Operations Manager

Who you are

You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility.

At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking.  We are building a team of creative problem-solvers from many different backgrounds.

You thrive in a fast-paced startup environment. You are honest and exhibit high integrity. You are proactive and excited to bring new ideas to the company. You solicit feedback and are open to criticism. You adjust quickly to changes in priorities and conditions and cope effectively with complexity and change. You have high attention to detail.

You are an excellent communicator who enjoys collaborating with others above all, you want to build something that fundamentally changes the lives of families for the better.  

You will oversee one of the most critical support functions at HopSkipDrive and will own a lot of the key safety functions relevant to our success. You will oversee operational activities of the team while using data to strategize and improve existing processes. You are someone who is never satisfied with the status quo and is always looking for what can we do better, what can be built more efficiently, what could be made to go more smoothly, and is striving to always improve yourself and your team. You look for opportunities in departmental and company-wide processes.

You have experience successfully managing and growing a customer support team, with knowledge of the latest industry trends and techniques. In addition to being an excellent communicator (written and verbal), you will also demonstrate strong leadership and interpersonal skills. You love mentoring and coaching your team!

You can roll up your sleeves to dig in and solve the next complex hurdle that comes your way and then immediately pivot to talking about what the platform and team looks like in two years and what it will take to get us there. This position will be reporting to the Director of Trust & Safety.

What You'll Do

• Own the Safe Ride Support experience; work closely with the Director of Trust & Safety to develop and set scalable team policies, procedures, and standards

• Help develop and understand forecasting and staffing models while effectively and accurately managing the schedules of your team members
• Produce, present, and analyze reporting and regularly update reports detailing team statistics that your management team can use to turn into actionable steps as needed
• Maintain a culture of continuous improvement, formulate, implement and communicate operational procedures and updates
• Hire, direct, coach, mentor and develop a team of exceptional managers and front line employees
• Sustain a pipeline for new hires, and work closely with the Training Manager to develop training plans for new members of the team
• Build trusting relationships with your managers and frontline team members and partner with them to continually improve platform safety and customer support
• Be a “player-coach”; support your team while also contributing to execution directly
• Build a complete mastery of how the company and platform work and stay up-to-date on changes
• Willingness to support outside of standard work hours as needed

What you bring:

• 5+ years of leadership experience managing remote teams and managing supervisors and managers in a fast-paced, high-pressure environment; start-up experience preferred
• Experience with forecasting and staffing models
• Proven ability to improve team-level KPIs
• Exceptional people leader; incredibly thoughtful person who can empathize and build trusting relationships with direct reports and frontline staff while aligning on the tradeoffs that can exist with competing priorities
• Effective at championing a compelling vision and leading by example, guiding your team through difficult situations
• Demonstrated capacity to hire, coach, and manage a diverse and highly talented group of individuals; experience managing remote teams and managing managers preferred
• Extraordinary problem-solving skills: demonstrated ability to structure complex problems and develop solutions
• An entrepreneurial mindset; self-starter attitude who is equally comfortable operating as an individual contributor and as a team leader, contributing to strategy as executing tactically- no strategic challenge is too big for you and no task is too small for you
• Personal integrity and an ability to work under stress in a fast paced environment
• Proficiency in the full range of Google Apps and Microsoft Office Suite required; intermediate to advanced Excel and PowerPoint preferred

** This role will be fully remote from a state where we do business  AZ, CA, CO, DC, FL, IL, KS, MD, WI, NC, NV, NJ, NY, OR, TX, SC, UT, VA, WA** 

What you will get

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 in is $80,000 to $100,000. 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.