Proactive Monitoring Manager

Summary

Join HopSkipDrive's Safe Ride Support team as a Proactive Monitoring Manager, leading a remote team to ensure safe and smooth rides. You will manage performance, provide feedback, contribute to training, and escalate issues as needed. Responsibilities include monitoring ride volume, identifying behavioral trends, recommending improvements, and adhering to company policies. The ideal candidate is a calm, strategic thinker with excellent communication and intermediate Excel skills. HopSkipDrive offers competitive compensation, equity, flexible vacation, comprehensive benefits, and the opportunity to work remotely.

Requirements

• 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

Responsibilities

• 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

Benefits

• Flexible vacation
• Medical, dental, vision and life insurance
• 401(k)
• FSA
• Equity