Senior Manager, Strategic Rideshare Operations – Growth

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

📋 Description

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

• Identify and engage high-value rideshare channels, existing NEMT drivers, and local recruits.

• Design and implement recruiting experiments across various events, outreach initiatives, referrals, and incentive structures.

• Convert driver objections, drop-off points, and churn insights into actionable improvements in onboarding, communications, and support.

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

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

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

• Collaborate with Credentialing, Legal, and Compliance teams to ensure adherence to regulations and readiness for audits across markets.

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

• Help define pricing, route design, acceptance criteria, and support processes to achieve reliability and economic goals.

• Create scalable Standard Operating Procedures (SOPs) to transition the IDN from pilot phases to broader implementation.

• Recognize operational gaps early and implement solutions prior to scaling.

• Spend time in the field to comprehend driver behavior, local dynamics, and route viability.

• Build rapport with drivers and community partners while exercising influence without direct authority.

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

• Function effectively amid ambiguity, balancing swift action with sound judgment in a regulated healthcare setting.

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

• Take ownership of key marketplace metrics, including funnel conversion rates, driver activation, ride completion, retention, and member experience.

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

• Rapidly test hypotheses, conduct experiments, and document learnings into repeatable playbooks.

• Stay informed on marketplace and contractor network best practices 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 ability to build or scale a distributed workforce, contractor network, or partner ecosystem.

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

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

• Excellent communication and stakeholder management skills when working with independent contractors and cross-functional teams.

• An entrepreneurial mindset with the capacity to thrive in ambiguous and fast-paced environments.

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

• Bachelor’s degree or equivalent practical experience.

🏝️ Benefits

• We promote a remote-first work culture.

• Competitive compensation package.

• Comprehensive benefits that include:

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

• Competitive salary, annual bonus opportunities, and equity options.

• Extensive medical, dental, and vision insurance coverage.

• 401(k) plan with company matching.

• Generous paid time off, company holidays, and paid parental leave.