HopSkipDrive

Analyst

• Partner closely with business stakeholders from Revenue, Sales, Marketing and/or Finance to solve key business challenges
• Create informative dashboards and visualizations that track key performance indicators (KPIs) like revenue, sales pipeline health, customer acquisition cost (CAC) and lifetime value (LTV)
• Perform in-depth statistical analyses to understand and predict stage-by-stage funnel conversion, win-loss rates, revenue volume and trends, sales team performance, customer growth opportunities and churn
• Design and execute data-driven experiments to optimize pricing strategies, sales campaigns and customer retention efforts
• Build and maintain high-quality data sources and models to support scalable analytics, focusing on sales and customer data
• Identify actionable insights that directly impact revenue growth and sales efficiency

Senior Revenue Analyst

Customer Support

• Provide exceptional client support by resolving customer issues across multiple channels, including phone, email, and SMS
• Offer technical support and troubleshooting assistance for the HopSkipDrive app and RideIQ platform
• Process ride credits and refunds, ensuring accuracy and adherence to company policies
• Answer questions and address concerns related to safety, ride scheduling, account management, and lost items, while encouraging customer self-service
• Manage pre-ride alerts, ensuring compliance with rider requirements
• Gather and analyze client feedback to identify areas for improvement and enhance the user experience
• Maintain a thorough understanding of HopSkipDrive's services, policies, and safety protocols
• Collaborate with cross-functional teams to ensure comprehensive problem resolution for customers

Client Support Specialist

Manager

• Serve as the primary point of contact for assigned clients, ensuring needs are addressed and solutions delivered with urgency and professionalism.
• Respond to and resolve complex client inquiries, leveraging internal resources and collaboration to provide swift resolutions.
• Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout the implementation.
• Act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services to best support clients.
• Gather and analyze feedback on ride experiences to identify improvement opportunities and implement service enhancements.
• Collaborate with cross-functional teams to address systemic issues affecting client satisfaction and advocate for impactful changes.
• Partner with Customer Support Specialists to resolve real-time ride and account issues while delivering weekly optimization reports.
• Conduct virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices.
• Drive the strategic planning and execution of business reviews to align ongoing service strategies with client objectives.

Metro Service Manager - Michigan / Wisconsin

Attorney

• Serve as a key legal advisor to the Chief Legal and Corporate Affairs Officer as well as the executive leadership team
• Leading HopSkipDrive’s legal function through strategic planning, budget oversight, managing team accountability, and supporting team development You’ll also be responsible for building scalable legal infrastructure, including contracting systems, playbooks, and workflows, to increase speed and consistency across the organization
• Overseeing all legal functions by playing a lead role in setting the strategic vision in partnership with the legal directors, with a particular focus on commercial (vendor and B2B agreements), product, regulatory affairs & compliance, and insurance and litigation
• Directing corporate legal matters, including governance, risk management, and entity structuring in partnership with external counsel
• Overseeing the compliance function, supporting legal directors in ensuring robust controls across data privacy, regulatory filings, and internal policies.
• Collaborating closely with cross-functional partners in Policy, Communications, and Safety to support strategic initiatives, while ensuring legal and reputational risk is well-managed
• Partnering cross-functionally with GTM, Finance, Product, and People teams to anticipate and address legal issues in a fast-paced, marketplace-driven, highly regulated, and public-sector facing environment
• Leading and developing a high-performing legal team of 10, while managing outside counsel relationships in alignment with business priorities and budget discipline.

VP, Legal 

• Provide outstanding support to current and potential caregivers, prioritizing their engagement and satisfaction.
• Achieve complete resolutions for caregiver inquiries and issues.
• Collaborate cohesively with the broader Customer Support & Operations Department teams to ensure a positive experience & facilitate smooth and safe rides.
• Build trust and comfort with caregivers through proactive problem-solving and excellent customer service.
• Communicate effectively with caregivers via phone and email & conduct call and messaging campaigns to customers as needed.
• Troubleshoot questions about our app and website, as well as recognize trends in issues and complaints to suggest changes to improve service.
• Provide ride and account assistance to caregivers and their riders, consistent with HopSkipDrive policy and procedures.
• Provide solutions that are complete and customer-focused. Complete projects and other support tasks as directed by support leadership

Caregiver Support Specialist

Sales

• Lead with Empathy & Urgency: Prioritize speed but also empathy, humility, and gratitude in your leadership approach. No deal is exactly the same, and no one rep has the same strengths that should be fostered. Leaders should always have high integrity, and resilience, be adaptable, and motivated to drive progress.
• Foster Accountability: Expect – and empower – your team to demonstrate extreme ownership over their goals, quotas, and outcomes of our team.
• Grow Market Share & Influence: The industry is not static, neither are we. You will constantly reflect on, experiment with, and utilize an evolving suite of strategies and tactics to grow our market share and influence within our industry.
• Prioritize Time Management: Demonstrate ever-present organization, efficiency, and focus on what is most important for individuals and the overall team, empowering you and others to juggle multiple projects at once.
• Seek Constant Improvement: Demonstrate curiosity and malleability in your sales approach, strategies, and tactics. We are constantly training and refining our craft to stay ahead of the competition and support overall company and client needs.
• Partner Cross-Functionally: Collaborate with internal teams including Support, Product, Trust & Safety, Legal, and Operations to relay and ultimately implement team and client feedback, optimizing our offerings to their needs.
• In-Person Prospect Engagement: Dedicate up to 50% of your time to travel with your team members (including overnight) for meetings, follow-ups, and cold prospecting. This business and industry thrives on personal face-to-face interactions.
• Performance Management: Create and evaluate team territories, goals, expectations, and priorities. Measure progress, provide coaching, make adjustments, and supply reporting to leadership.
• Voice of the Team: Serve as the leader of the team and representative to leadership – relaying team feedback, key market trends, changes, and opportunities.

Senior Revenue Analyst

Client Support Specialist

Metro Service Manager - Michigan / Wisconsin

VP, Legal

Caregiver Support Specialist

New Business Sales Manager