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
Be an early applicant
Safe youth transportation solution
201-500 employees
Be an early applicant
$65-73k
Salary applicable for candidates based in Los Angeles, CA, other locations may vary + Equity stock options
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'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
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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