HopSkipDrive
Senior Product Manager, Ops & Customer Experience
Remote USA · Senior · Full-time
Sponsorship not specified$160k-$180kDetected 22 days ago
LLMsAgentic AIProduct ManagementSalesforceCRMLogisticsCustomer SupportZendeskResearchCollaboration
About the role
- We're the leader in safe, fast, and simple supplemental student transportation.
- Through our marketplace, we connect kids to highly-vetted caregivers on wheels.
- Through our software, we solve the biggest transportation challenges facing schools and school districts across the country.
Responsibilities
- A proven partner to teams across the organization.
- You navigate competing priorities, broker alignment, and build the kind of collaborative relationships that make hard things possible.
- Experience building with or alongside generative AI tools, whether LLM-powered features, AI agents, or conversational experiences, with a practical understanding of where they work well and where they don't
- Experience building internal tools or operational platforms that meaningfully changed how a team works
Requirements
- You can zoom out to shape a roadmap and zoom in to unblock a team - and you know when to do each.
- You think holistically about how systems interact and how tooling choices shape team performance and customer experience.
- Hands-on experience with customer support or helpdesk platforms such as Zendesk, Salesforce Service Cloud, or Intercom.
- Familiarity with CRM systems and how they connect customer data, workflows, and team operations at scale
Nice to have
- Preferred experience that will set you up for success from day one:
Skills
- About HopSkipDrive
- 5000 list numerous times and the Deloitte 500 Fast-Growing Technology list.
- HopSkipDrive is a Series D company and has raised $100M to date.
- Our support world is uniquely complex.
- Every interaction involves multiple stakeholders, tight safety requirements, and real-time coordination.
Compensation
- HopSkipDrive is committed to fair and equitable compensation practices.
Benefits
- Background in industries where safety, trust, or care are central to the product - transportation, logistics, healthcare, childcare, or similar
Company info
- Our Support and Operational Productivity team sits at the intersection of customer experience, operational excellence, and business growth. We're a high-impact, collaborative group of product managers, engineers, designers, and operations specialists who build the systems and experiences that keep HopSkipDrive running - for our customers and for the teams that serve them.
- Our support world is uniquely complex. We serve schools and parents coordinating their children's transportation, school administrators managing district-wide logistics, drivers navigating complex pickup instructions and multi-stop coordination, and the operations team orchestrating it all. Every interaction involves multiple stakeholders, tight safety requirements, and real-time coordination.
- Our work spans the full operational landscape of HopSkipDrive - from the customer-facing experiences that keep riders, CareDrivers, caregivers, and school partners informed and supported, to the internal platforms that power how our teams operate across support, sales, revenue operations, and safety. We think deeply about the people on both sides of every interaction: the customer navigating a problem, and the team member solving it. That dual lens - user experience and operational excellence, together - is what makes this work uniquely challenging and uniquely impactful.
- We move fast, think big, and measure success by how much more effective we make our teams and how much better we serve our customers.
- Our Support and Operational Productivity team sits at the intersection of customer experience, operational excellence, and business growth.
- We're a high-impact, collaborative group of product managers, engineers, designers, and operations specialists who build the systems and experiences that keep HopSkipDrive running - for our customers and for the teams that serve them.
- We serve schools and parents coordinating their children's transportation, school administrators managing district-wide logistics, drivers navigating complex pickup instructions and multi-stop coordination, and the operations team orchestrating it all.
- Our work spans the full operational landscape of HopSkipDrive - from the customer-facing experiences that keep riders, CareDrivers, caregivers, and school partners informed and supported, to the internal platforms that power how our teams operate across support, sales, revenue operations, and safety.
- We think deeply about the people on both sides of every interaction: the customer navigating a problem, and the team member solving it.
- That dual lens - user experience and operational excellence, together - is what makes this work uniquely challenging and uniquely impactful.
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