HopSkipDrive · 9 hours ago

Sr. Manager, Safe Ride Support

United States

Full-time

Remote

Mid, Senior Level

$100K/yr - $120K/yr

2+ years exp

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Responsibilities

Lead a team of remote InRide Support Associate Managers and Team Leads who oversee on- and offshore teams to ensure we achieve department SLAs, KPIs, CSAT, and eNPS goals.

Conduct weekly 1:1s with your direct reports, 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 team leaders on workforce management, and jump into 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

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer ExperienceTeam ManagementStrategic ThinkingData AnalysisExcel

Required

Excellent communication and interpersonal skills with a strong desire to collaborate with fellow leaders and cross-functional partners

2+ years of experience directly managing/leading a team

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

Experience managing cross-functional projects from start to finish, including setting success metrics and developing a regular reporting cadence on progress towards goals

Intermediate Excel skills with the ability to use data for performance management and to influence decision making

Open to feedback and a desire to succeed in a fast-paced environment