Senior Product Manager, Ops & Customer Experience

About the Company

At HopSkipDrive, our mission is to create opportunity for all through mobility. We're the leader in safe, fast, and simple supplemental student transportation, connecting kids to highly-vetted caregivers on wheels through our marketplace and software.

Responsibilities

• Develop a deep understanding of customers, business, and stakeholders to drive product outcomes
• Define multi-year product strategies and drive execution from ideation through growth
• Build internal platforms, CRM solutions, and operational tooling to scale business processes
• Partner cross-functionally to navigate competing priorities and broker alignment
• Leverage data, customer research, and operational metrics to inform product decisions and measure impact

Requirements

• Minimum of 8 years of experience in product management
• Experience with customer-facing platforms, operational tooling, or internal systems
• Proven ability to translate user research and data into product decisions
• Strong skills in strategic planning, systems thinking, and cross-functional collaboration
• Highly analytical with experience in data-driven decision making

Preferred Qualifications

• Hands-on experience with Zendesk, Salesforce Service Cloud, or Intercom
• Familiarity with CRM systems and large-scale customer data workflows
• Experience building with generative AI tools or LLM-powered features
• Experience building internal tools that transform team operations
• Background in transportation, logistics, healthcare, or childcare industries

Benefits

• Equity stock options
• Flexible vacation
• Medical, dental, vision, and life insurance
• 401(k) and FSA