Senior Manager, IDN Growth – Marketplace Operations

This is a fully remote position, open to applicants in Texas.

📋 Description

• Develop and enhance the complete driver funnel, encompassing sourcing, signup, credentialing, activation, and retention.

• Identify and engage high-value driver channels, including Uber/Lyft drivers, current NEMT drivers, and local recruits.

• Create and implement recruiting experiments through events, outreach, referrals, and incentive structures.

• Convert driver objections, drop-off points, and churn insights into enhancements for onboarding, communications, and support.

• Create market-specific playbooks tailored for low-density environments, emphasizing trust, earnings predictability, and route quality.

• Assess and prioritize markets, neighborhoods, and driver segments for launch and scaling opportunities.

• Develop and refine operational playbooks covering onboarding, credentialing, training, dispatch, ride execution, and payouts.

• Collaborate with Credentialing, Legal, and Compliance teams to ensure regulatory compliance and audit readiness in all markets.

• Work alongside Product and Strategy to enhance systems, including Salesforce workflows, routing logic, and the driver experience.

• Assist in shaping pricing, route design, acceptance criteria, and support workflows to achieve reliability and unit economics objectives.

• Create scalable Standard Operating Procedures (SOPs) to facilitate the transition of IDN from pilot to wider rollout.

• Proactively identify operational gaps and implement solutions before they scale.

• Spend time in the field to gain insights into driver behavior, local dynamics, and route feasibility.

• Establish relationships with drivers and community partners while effectively influencing without direct authority.

• Integrate field insights into strategic decisions regarding recruiting, onboarding, routing, and retention.

• Navigate effectively through ambiguity, balancing speed with sound judgment in a regulated healthcare setting.

• Contribute to the organizational design, hiring, and workflow development of IDN as the network expands.

• Own key marketplace metrics, including funnel conversion, driver activation, ride completion, retention, and member experience.

• Leverage data and field insights to enhance supply efficiency, route quality, and driver satisfaction.

• Quickly test hypotheses, conduct experiments, and codify learnings into repeatable playbooks.

• Stay informed on best practices within the marketplace and contractor network to boost performance and scalability.

⛳️ Requirements

• Over 5 years of experience in marketplace operations, city/regional operations, launch operations, supply growth, or similar high-responsibility roles.

• Proven track record of building or scaling a distributed workforce, contractor network, or partner ecosystem.

• Demonstrated ownership of metrics related to acquisition, activation, retention, and reactivation funnels.

• Strong analytical and operational judgment, with experience using data, dashboards, and experimentation to inform decisions.

• Exceptional communication and stakeholder management skills across independent contractors and cross-functional teams.

• Strong entrepreneurial mindset with the ability to thrive in ambiguous and fast-paced environments.

• Willingness to travel frequently and spend time in the market, particularly in Texas.

• Bachelor’s degree or equivalent practical experience.

🏝️ Benefits

• Remote-first work environment.

• Competitive compensation.

• Comprehensive benefits including:

• Opportunities for career growth and development within a mission-driven organization.

• Competitive salary.

• Annual bonus opportunities.

• Equity options.

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company match.

• Generous Paid Time Off (PTO).

• Paid company holidays.

• Paid parental leave.