Edtech.com's Summary

HopSkipDrive is hiring a Proactive Monitoring Manager to lead a remote team focused on ensuring ride safety and operational efficiency. The role involves managing team performance, handling escalations, analyzing data to identify trends, and partnering with cross-functional leaders to improve workflows while maintaining strict adherence to company policies.

Highlights

Lead a team of Safety and Lateness Alert Associate Managers and Specialists to meet SLAs, KPIs, CSAT, and eNPS goals
Conduct weekly one-on-one meetings and provide actionable feedback to team members
Contribute to training and quality assurance alongside the QA Manager
Serve as a secondary escalation point for complex issues
Monitor volume and coach on workforce management, assisting as needed
Analyze CareDriver behavior and customer issues using qualitative and quantitative data to recommend improvements
Identify operational improvements and collaborate with cross-functional leaders to implement solutions
Maintain strict adherence to HopSkipDrive policies and processes
Intermediate Excel skills required for data analysis, reporting, and performance management
Base salary range $75,000 - $90,000 plus equity stock options and comprehensive benefits

Proactive Monitoring Manager Full Description

At HopSkipDrive, our goal is to create opportunity for all through mobility.

We’re 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 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

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. The base salary range for this role is $75,000 - $90,000. 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.

HopSkipDrive is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**

Please note that this role requires working a specific shift of: M-F 7am-4pm Pacific Time.

Original Job Description

At HopSkipDrive, our goal is to create opportunity for all through mobility.

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

Who We Are

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

Who You Are

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

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**

Please note that this role requires working a specific shift of: M-F 7am-4pm Pacific Time.

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Edtech.com's Summary

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