Proactive Monitoring Manager

Salary: $75,000 - $90,000 (dependent on location and experience) Location Type: Remote Employment Type: Full-time

Position Overview

At HopSkipDrive, our goal is to create opportunity for all through mobility. We are 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 five million rides across over 17 states around 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.

Specific working hours for this role are: M-F 7am-4pm PT

Who We Are

Our Safe Ride Support team takes pride in ensuring every ride is completed safely and smoothly. As a Proactive Monitoring Manager, you will be a critical player in delivering on our promise “Safety is Everything” and will help us achieve this goal.

Responsibilities

• Lead a team of remote Safety and Lateness Alert Associate Managers and Specialists to ensure we achieve department SLAs, KPIs, CSAT, and eNPS goals.
• Conduct weekly 1:1s with each team member, 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 Associate Managers on workforce management, and jump in to assist, as needed.
• Responsible for identifying trends in CareDriver behavior through monitoring volume, data, 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 are calm under pressure and a critical thinker with the ability to prioritize your team’s focus on the safety of the HopSkipDrive community. You’re passionate about optimizing operational processes and excited to build a strong team to 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.
• 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.
• Intermediate Excel skills with the ability to use data for performance management, trend identification, and weekly reporting, as well as a desire to learn how to use data 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.

Company Information

HopSkipDrive is a technology company focused on providing safe, equitable, and caring transportation solutions. Founded by three moms, we have facilitated over five million rides across more than 17 states. We are a fast-growing company recognized on the Inc. 5000 and Deloitte 500 lists, and we are a Series D company with $100M in funding.