Full-Time Sr. Program Manager, Safety & In Ride Experience

At HopSkipDrive, our goal is to create opportunity for all through mobility. We’re a technology company solving complex transportation challenges.

Our Safety & In Ride Experience team focuses on ensuring the safety, reliability, and efficiency of our platform. This requires seamless coordination across teams (technology, operations, and user support). We deep dive into data and conduct user research to identify opportunities, strategize, and innovate. We experiment with and productize solutions. We ensure continuous improvement via feedback loops.

As a Sr. Program Manager, In Ride Experience, you’ll support the business with these responsibilities:

1. Oversee program management for key initiatives focused on improving the in-ride experience across all user segments (Riders, Caregivers, CareDrivers, and Ride Organizers).
2. Develop a deep understanding of the needs of internal and external users.
3. Advocate for the user experience across all stakeholders to ensure solutions align with needs.
4. Analyze data to uncover actionable insights and identify high-priority business challenges; quantify their impact on core metrics.
5. Develop and lead initiatives to improve key business metrics.
6. Collaborate with Data Science and Analytics teams to define data requirements, estimate potential impact, and monitor performance.
7. Understand problems, identify resource needs and address risks, work with stakeholders.
8. Collaborate with Product to design and launch user-centric features enhancing ride reliability and safety.
9. Design, implement, and refine program management frameworks, processes, and success metrics to drive goal achievement.
10. Define and track key program health and performance metrics.
11. Utilize data-driven insights to inform strategic decisions.
12. Provide clarity in ambiguous situations, drive effective resolution, and communicate decisions efficiently.
13. Leverage expertise to help teams navigate challenges.

Who You Are:

• Detail-oriented and strategic leader with passion for operational excellence.
• 5+ years of cross-functional program management experience.
• Ability to drive alignment between technical and non-technical teams.
• Ability to collaborate with Product & Engineering on technology solutions (ride-matching, route optimization, safety features, legal/compliance).
• Experience working with data analytics teams.
• Familiarity with Tableau and other BI tools.
• Strong analytical skills.
• Excellent communication skills to engage stakeholders effectively.
• Background in marketplace operations, mobility, logistics, or last-mile transportation (highly valuable).

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