Operations Excellence Systems Manager, HopSkipDrive
Support
$65-73k
Salary applicable for candidates based in Los Angeles, CA, other locations may vary + Equity stock options
More information about location
Safe youth transportation solution
Job no longer available
Safe youth transportation solution
501-1000 employees
Job no longer available
$65-73k
Salary applicable for candidates based in Los Angeles, CA, other locations may vary + Equity stock options
More information about location
501-1000 employees
Company mission
To create opportunity for all through mobility.
Role
Who you are
- You're a highly analytical and process driven professional with exceptional organizational and communication skills
- You're a self-starter with an intense drive, strong work ethic, and a "get-things-done" attitude, ready to roll up your sleeves and tackle challenges
- Your passion for our brand and mission shines through in your enthusiasm for enhancing our driver community
- As a collaborative team player, you thrive in fast-paced environments and are excited about joining our new, growing team
- Your adaptability, proactivity, and genuine desire to make a difference will be key in helping us build the most productive and caring community of CareDrivers in the world
- Proven experience in operations and/or project management roles specifically related to support or call center operations
- Demonstrated ability to create new, efficient workflows according to customer service standards and support team requirements
- Experience working with CRM systems, such as Kustomer or similar platforms
- Experience working with QA and CSAT platforms
- Exceptional analytical and investigative skills, with a proven ability to interpret complex datasets, identify trends, make data-driven recommendations, and execute them effectively
- Strong organizational skills and experience with project management tools such as ClickUp, Asana, or JiraAdvanced proficiency in Excel/Google Sheets and extensive experience with data visualization tools like TableauExperience with automation tools such as Zapier, Integrately, or Make
- Excellent written and verbal communication skills
- Self-starter mentality with relentless curiosity and ability to develop creative solutions
- Operations & Project Management Experience as relating to Support/Call Center based teams
What the job involves
- The Operations Excellence team is a new group focused on improving processes and driving efficiencies across support, operations, compliance, and expansion teams
- We're building this team to streamline workflows, boost performance, and ensure smooth operational scaling for growth
- We’re seeking innovative thinkers to help shape the future of our support and call center operations
- This role will be instrumental in optimizing our support workflows and enhancing our customer service delivery
- Drive data-driven operational improvements by analyzing support team workflows, defining key performance metrics, and translating data insights into actionable strategies
- This includes understanding requirements, designing efficient processes, and ensuring compliance with customer service standards
- Own and lead support operations projects, including the rollout of new workflows and systems
- This involves developing project plans, training teams, and ensuring the team has the necessary information for ongoing support, performance optimization, and reporting
- Engage directly with Support leadership to understand their specific needs and utilize data to communicate operational changes and improvements effectively
- Advocate for standardized operating procedures by quantifying their benefits through data analysis.Collaborate cross-functionally with Support, Product, and Engineering teams to define system requirements based on data analysis, and implement solutions for improved support operations
- Monitor team performance and collaborate with Support leadership to implement process improvements
- Provide regular progress reports on support operations improvements to stakeholders, demonstrating strong cross-functional communication and collaboration skills
- Contribute to other cross-functional systems projects leveraging operational expertise and problem-solving abilities, as needed
Our take
Across the US, school transportation is under pressure as driver shortages, budget cuts, and rigid bus routes are making it harder for students to get to school safely and on time. This has opened the door for smaller vehicles and ride-hailing services to step in and support those students who don't fit neatly into traditional routes. HopSkipDrive has grown within this space, offering a flexible alternative that helps schools fill these gaps.
HopSkipDrive connects children with carefully vetted caregivers (often grandparents, nurses or childcare processionals) who then provide reliable rides when buses or public transport falls short. Operating in 17 states and supporting over 10,000 schools, the services has certainly eased commutes for many families.
And now the company is focsued on strenghtening its impact with technology and innovation. With its RouteWise AI platform it helps districts cut costs, improve efficiency and manage driver shortages, all while new safety modules and AI-driven planning tools continue to raise industry standards. With these advancements and a growing network of partners, the company is ready to keep shaping a more flexible futur for 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
- Medical, Dental & Vision
- Health Spending Account
- Mental Health Resources
- Employee Assistance Program
- Short- & Long-Term Disability Insurance
- Paid Parental Leave
- 401K Plan
- Company Ownership/Equity
- Medical & Dependent Care FSA
- Travel Insurance
- Supplemental Legal
- Fully Remote Work Option
- Flexible Time Off
- 11 Annual Paid Holidays
- Week Closure at End of Year
- Sick Time Off for You and Family
- Home Internet Reimbursement
- Professional Development & Learning Stipend
- Remote & In-Person Quarterly Team Events
- Internal Rewards & Recognition Program
- Employee Referral Bonuses
Company HQ
Little Tokyo, Los Angeles, CA
Leadership
Joanna McFarland
(Co-Founder & CEO)Former Board Member at the Marketplace Industry Association and LA Tech.org.
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