[Hiring] CareDriver Support Manager @HopSkipDrive

Role Description

As a CareDriver Support 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 CareDriver Support Team Leads located offshore to ensure we achieve department SLAs, KPIs, CSAT, and eNPS goals.
• Conduct weekly 1:1s with your Team Leads, managing to metrics and providing clear and actionable feedback to help them develop in their roles.
• Track the quality assurance for all team members in your purview, and be a thought partner for our QA Manager to track and benchmark performance.
• Be a point of escalation for your team members and take over escalated interactions, as needed.
• Monitor volume across all queues, coach Team Leads on workforce management, and jump in to assist, as needed.
• Recognize and report high level trends in contact reasons and customer issues, using qualitative and quantitative data to make recommendations to SRS leadership.
• Partner with cross-functional teams to help move projects and initiatives forward that benefit or impact SRS.
• 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.

Qualifications

• Proven management experience with 3-5 years in a team lead or manager role.
• 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.
• Highly organized with the ability to manage multiple priorities simultaneously.
• Intermediate Excel skills with the ability to use data for performance management and 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.

Benefits

• Equity for every full-time employee.
• Flexible vacation.
• Medical, dental, vision, and life insurance.
• 401(k) and FSA options.
• Opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential.
• Commitment to fair and equitable compensation practices.
• Salary range: $75,000 - $85,000 per year, with final compensation determined by relevant work experience, skill set, certifications, and specific work location.
• Total compensation package includes equity stock options.