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Operations Excellence Systems Manager- Support

Remote

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.

Who We Are

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.

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. With the following skills, you’ll make a tangible and immediate impact:

  • 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. 

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 salary range for this role in Los Angeles, CA is 65,000-73,000. 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**

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