Proactive Monitoring Manager, HopSkipDrive
$75-90k
+ Equity
More information about location
Safe youth transportation solution
Be an early applicant
Safe youth transportation solution
201-500 employees
Be an early applicant
$75-90k
+ Equity
More information about location
201-500 employees
Company mission
To use technology, operational expertise, and new thinking to help kids reach their full potential by providing a safe, dependable way to get them where they need to be.
Role
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
- 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
What the job involves
- Specific working hours for this role are: M-F 7am-4pm PT
- 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 in the following ways:
- 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 into 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
Our take
HopSkipDrive is an LA-based organization committed to eliminating transportation barriers for children, including those requiring special assistance. The organization was launched by three women who cite their "Mom DNA" as the reason for the success of HopSkipDrive, entwining their innate desire to help their own kids with the goal of making opportunities accessible to all children.
With all CareDrivers requiring a minimum of five years' experience in a caregiving field, HopSkipDrive operates on the principles of empathy, safety, and reliability. This is a smart rule to implement, as not only can they avoid those with inadequate experience, but they also ensure that employees are truly committed to helping children - the very reason the organization was founded. The company makes money by keeping a percentage of the fares it charges (CareDrivers get the rest).
HopSkipDrive collaborates with a number of social agencies and school districts, providing them with effective youth transportation solutions. Although the company is competing with existing transportation providers, such as national services, it continues to grow as a viable and fresh alternative, raising impressive funds and growing its leadership team with new hires. The company's results back up its success as well, saving 160,000 pounds of CO2 emissions in eight months after launching its SmartPooling ride-share product. Results and moves like these will allow it to expand its services and continue the modernization of school transportation.
Freddie
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2022
$37m
SERIES D
Aug 2021
$25m
SERIES C
Total funding: $107m
Company benefits
- 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, vision and life insurance, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential
Company HQ
Fashion District, Los Angeles, CA
Leadership
Joanna McFarland
(CEO & Co-founder)Former Board Member at the Marketplace Industry Association and LA Tech.org.
Janelle McGlothlin
(Co-founder)Principal at WriteBand Studio. BA and BSc in International Relations and Strategic Management at University of Pennsylvania.
Carolyn Yashari Becher
(Co-founder)Co-founder & current CEO at Pearline Health. Former Limited Partner at The Fund.
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