Zūm

Customer Support

• Serve as the primary point of contact for inbound charter inquiries via phone, email, and chat
• Capture detailed trip requirements and generate accurate, timely quotations
• Proactively follow up on all quotes and leads to drive conversion to booked revenue
• Manage customer requests including trip changes, cancellations, and issue resolution
• Deliver fast, effective, and professional communication across all customer interactions
• Resolve customer issues with a focus on single-contact resolution whenever possible
• Maintain accurate records of all customer interactions and opportunities in internal systems
• Collaborate with operations teams to align customer needs with service availability
• Meet or exceed individual revenue, conversion, and responsiveness targets
• Contribute to overall team revenue and customer satisfaction goals

Customer Service Representative

Manager

• Maintain and continuously update a comprehensive view of Zum's active claims portfolio across commercial auto, personal injury, and employment matters in all jurisdictions.
• Track employment claim/threatened claim trends across yards and regions - identifying patterns by location, manager, or operational unit and escalating emerging trends before they compound.
• Track case milestones and reserve changes to flag deviations for strategic review.
• Build and maintain systems and processes for real-time claims visibility, ensuring accurate, timely information for stakeholder reporting.
• Managing the claims lifecycle from intake to resolution, ensuring consistent reserve practices and TPA accountability during periods of rapid growth.
• Identify opportunities to reduce reserves and IBNR estimates through proactive claim movement, earlier resolution, and data-supported re-evaluation of case trajectories.
• Prepare briefing materials and trend summaries that lead to proactive conversations with operations leadership by translating claims and incident data into clear, actionable talking points tied to specific yards, routes, or operational patterns.
• Track external litigation trends, verdict data, and settlement benchmarks relevant to school transportation and support litigation trend monitoring with quantitative analysis.
• Produce risk trend reports that feed the legal team’s cross-functional collaboration with operations, safety, and HR on accident reduction and liability mitigation strategies.
• Manage relationships with insurance brokers, underwriting community, and other risk-related service providers (e.g. TPAs).
• Support the carrier relationships by ensuring carriers receive timely, accurate, and well-organized claims data and risk updates.
• Partner with Legal, Operations, and Finance to drive the insurance renewal process, ensuring organizational risk is accurately represented and coverage needs are met.
• Design and implement a risk KPI framework covering claims resolution velocity, reserve accuracy, TPA performance, litigation cost trends, and settlement efficiency.
• Build and maintain dashboards that give visibility into portfolio performance, organized by matter type, jurisdiction, and business line.
• Track KPIs against targets and produce periodic performance reports for internal leadership, translating claims data into clear, actionable insights.
• Continuously refine KPI definitions and reporting cadences as Zum's claims portfolio evolves with geographic expansion.
• Prepare comprehensive risk narratives, qualitative analyses, claims history analyses, and safety summaries for use in annual insurance renewals in close partnership with cross-functional leaders.
• Identify risk factors such as jurisdiction-specific verdict trends or recurring claim categories that may affect coverage terms or premium outcomes, and work to address them proactively.
• Ensure that underwriting submissions reflect legal risk mitigation efforts, not just raw loss data demonstrating to carriers that Zum manages claims with discipline and intention.
• Partner daily with operations to review incident data, aligning on risk flags, and ensuring claims intelligence flows seamlessly between the legal and operational sides of the business.
• Develop a catastrophic risk framework that defines and prioritizes the claim categories with the highest potential severity including student injury, vehicle accidents resulting in serious bodily harm, and multi-claimant incidents and tracks leading indicators for each.

Claims Manager

• Own & Elevate Benefits Strategy
• Be the go-to expert on all things benefits -- designing and managing programs that are competitive, compliant, and aligned with Zūm’s business goals and employee value proposition.
• Lead benefits strategy across multiple plan structures, including PEO-administered plans, direct-employer plans, MERP, union/CBA-governed benefits, and state-mandated programs (e.g., Washington SEBB).
• Conduct benchmarking and market analysis to ensure our offerings are competitive and cost-effective across both corporate and field employee populations.
• Partner with the leadership and brokers to evaluate funding models (fully insured, self-funded, level-funded) and make data-driven recommendations on plan design.
• Drive the design and modeling of new benefit constructs, including field employee medical reimbursement plans and deductible-exposure analysis.
• Continuously evaluate and improve benefits offerings to enhance employee satisfaction and retention while managing cost trends.
• Manage Retirement & 401(k) Programs
• Serve as the day-to-day operational owner of Zūm’s 401(k) program, including contribution remittance, eligibility management, loan administration, and participant support.
• Partner with plan advisors on fiduciary governance, investment menu reviews, plan design changes, and 401(k) committee meeting preparation.
• Manage annual nondiscrimination testing (ADP/ACP, top-heavy, coverage) and coordinate corrective actions, including QNEC distributions and HCE refunds.
• Oversee compliance filings (Form 5500, annual audits) and ensure adherence to ERISA fiduciary standards.
• Ensure Compliance & Mitigate Risk
• Ensure full compliance with federal, state, and local benefits regulations, including ERISA, ACA, COBRA, HIPAA, FMLA, CFRA, and city-specific health care ordinances (e.g., SF HCSO).
• Own ACA compliance end-to-end: eligibility tracking across variable-hour field employees, 1095-C reporting, and IRS penalty response and abatement processes.
• Manage Wrap Plan and SPD documentation, Section 125 (POP) Plan administration, and Section 105(h) MERP nondiscrimination testing.
• Partner with inside and outside counsel on benefits-related legal matters, due diligence requests, and regulatory filings.
• Support the development of sophisticated operational workstreams: benefits disclosures, plan documentation for legal due diligence, and ERISA loan covenant review.
• Manage relationships with compliance consultants and ensure timely and accurate regulatory filings across all benefit plans.
• Drive Benefits Operations & Administration
• Manage the full lifecycle of benefits administration: new hire enrollment, qualifying life events, open enrollment, COBRA, and offboarding.
• Own vendor and broker relationships across medical carriers, ancillary providers, retirement recordkeepers, benefits administration platforms, and leave management partners.
• Oversee carrier invoice reconciliation, premium billing, and payroll deduction accuracy across multiple payroll systems, identifying and resolving discrepancies promptly.
• Manage and improve leave of absence programs (FMLA, CFRA, ADA interactive process, state-specific leaves, parental leave) in coordination with the broader People Ops team.
• Establish and standardize policies, processes, and documentation across the benefits function, building scalable infrastructure for continued growth.
• Educate & Empower Employees
• Lead annual open enrollment planning and execution, including vendor coordination, employee education materials, and system configuration.
• Develop clear, accessible benefits communications for a diverse workforce -- from corporate employees to CDL drivers and attendants across 15+ states.
• Serve as the senior escalation point for complex benefits questions, ensuring timely and empathetic resolution.
• Partner with field operations to ensure benefits information is accurately communicated at the local level.
• Travel occasionally (up to 15%) to company facilities for open enrollment support, employee education, and vendor meetings.
• Build Strong Cross-Functional Partnerships
• Collaborate with Finance on benefits budgeting, forecasting, renewal cost modeling, and accounts payable coordination for vendor payments.
• Build and maintain dashboards and reports on benefits utilization, cost trends, enrollment metrics, and program effectiveness.
• Partner with HRIS and Payroll teams during system implementations and integrations, ensuring benefits data flows cleanly across platforms.
• Support compensation-adjacent projects as needed, including total rewards statements and offer benchmarking inputs.

Senior Benefits Manager

Accounting Manager

• Lead the end-to-end order-to-cash process
• Oversee all aspects of revenue accounting—including complex contract review, billing, monthly close, and collections
• Drive the strategic evolution of revenue operations
• Ensure completeness and accuracy of all active agreements
• Conduct detailed Pricebook/SKU reviews,
• Design and maintain a business-level tracking system for complex revenue triggers
• Implement NetSuite Sales system improvements/automation and other system integrations
• Ensure all revenue recognized meets criteria consistent with ASC 606
• Manage the preparation and/or review of audit-ready position papers
• Execute monthly revenue and accounts receivable close procedures
• Serve as the lead for year-end audit deliverables
• Lead complex investigations into customer billing discrepancies
• Align with key partners to optimize workflows for billing and revenue recognition
• Manage, mentor, and develop a high-performing team
• Manage the collection and dispute resolution process

Senior Manager, Revenue Accounting – Operations

Product Manager

• Define and continuously sharpen Zūm’s platform positioning—ensuring our value proposition is differentiated, credible, and resonant across every buyer persona and market segment.
• Translate roadmap and product releases into crisp, compelling narratives. You make the complex feel obvious and the innovative feel inevitable.
• Partner closely with Product and Sales to develop messaging frameworks, product one-pagers, battlecards, and pitch decks that equip the field to win.
• Lead go-to-market planning for new product launches and feature releases—owning the strategy, timeline, and cross-functional execution.
• Build and run Zūm’s customer marketing engine—from onboarding communications and adoption campaigns to reference programs and expansion plays.
• Develop a library of high-impact customer stories, case studies, and ROI narratives that serve as the connective tissue between Sales, CS, and the market.
• Create programs that turn satisfied customers into vocal advocates: executive roundtables, advisory councils, and co-marketing opportunities.
• Partner with Customer Success to track adoption signals and design targeted campaigns that deepen engagement and reduce churn.
• Monitor the competitive landscape relentlessly—synthesizing intel into crisp, actionable guidance for Sales and leadership.
• Establish Zūm as the category-defining voice in school transportation technology through thought leadership, awards, analyst relationships, and speaking opportunities.
• Collaborate with Demand Gen to ensure messaging and positioning are activated consistently across campaigns, ads, content, and events.
• Over time, hire, develop, and inspire a lean team of marketers—setting a high bar for craft, strategic thinking, and cross-functional partnership.
• Model the behavior you expect: you still write, edit, present, and build. The Director title doesn’t mean you hand things off.
• Partner with the CMO to shape the overall marketing strategy and represent the function with executive stakeholders.

Director of Product, Customer Marketing

Growth Marketing

• Design and run integrated demand generation programs across paid search, paid social, content syndication, email, and ABM—building pipeline that Sales actually wants to work.
• Architect customer growth journeys that guide prospects from first awareness through consideration and decision, with the right content, channel, and CTA at every stage.
• Own campaign strategy, execution, and performance across the full funnel—building closed-loop reporting that connects marketing spend to pipeline and revenue outcomes.
• Partner closely with Sales to align on target accounts, pipeline goals, and the handoff experience—so Marketing’s contribution is visible and valued.
• Own Zūm’s website end-to-end—strategy, architecture, content, performance, and continuous optimization. The site is your most important channel and you treat it that way.
• Drive a relentless conversion optimization program: A/B testing, landing page strategy, CRO experimentation, and personalization that turns visitors into pipeline.
• Ensure the site reflects our brand, communicates our value proposition with clarity, and serves every buyer persona—district leaders, operators, and enterprise procurement teams alike.
• Partner with Product Marketing to keep messaging, positioning, and content current across every page and campaign landing experience.
• Own Zūm’s marketing technology stack—ensuring our CRM, MAP, analytics, and attribution tools are integrated, accurate, and actually used.
• Build dashboards and reporting cadences that give the CMO and leadership team a clear, real-time view of what’s working and what isn’t.
• Instill a culture of experimentation: rapid testing, learning documentation, and disciplined iteration across every channel you own.
• Identify and evaluate emerging growth channels and tools—you are always asking “where is our audience, and how do we show up there first?”
• Collaborate on building scalable systems for keyword research, content gap analysis, technical SEO audits, and structured data implementation—so organic search is a compounding growth channel, not a one-time project.
• Stay ahead of how AI is reshaping search behavior and proactively adapt our strategy to capture intent signals across both traditional and AI-driven discovery surfaces.
• Collaborate with content, product marketing, and engineering to ensure SEO is embedded in how we publish, build, and optimize—not bolted on after the fact.
• Operate as a player-coach willing to be very strategic and very tactical and hands-on.
• Over time, build and manage a high-performing team of digital marketers, demand gen specialists, and agency/contractor relationships.
• Set clear goals, coach relentlessly, and create a team culture where creative ambition and analytical rigor coexist.
• Partner with the CMO to contribute to overall marketing strategy and represent digital and demand gen priorities in cross-functional planning.

Director of Growth Marketing

Recruitment

• Own the full recruitment cycle for hourly school bus operations roles across multiple locations simultaneously, from sourcing through offer and pre‑hire steps.
• Build and execute high‑volume recruiting strategies to meet location staffing goals.
• Partner with location leadership to understand staffing needs, structure and adjusting recruiting plans accordingly.
• Create and optimize job descriptions and postings to attract qualified candidates.
• Use the applicant tracking system and other recruiting tools to post jobs, track candidates, and move them through the process.
• Conduct initial screens to assess work history, availability, and skills, and present qualified candidates to hiring managers.
• Coordinate interviews and other selection activities; manage schedules and follow‑up for both candidates and managers.
• Initiate and track pre-employment requirements and communicate status to candidates and managers.
• Organize and participate in hiring events and community outreach.
• Monitor recruiting metrics and share regular updates with operations leaders.
• Maintain a strong talent pipeline for current and future hiring needs.