Senior Manager, Strategic Rideshare Operations – Growth

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

📋 Description

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

• Identify and activate valuable driver channels such as Uber/Lyft drivers, current NEMT drivers, and local recruits.

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

• Transform driver objections, drop-off points, and churn insights into enhancements across 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 expansion.

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

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

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

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

• Formulate scalable SOPs to transition IDN from pilot 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 feasibility.

• Build connections with drivers and community partners while influencing without direct authority.

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

• Operate effectively amidst ambiguity, balancing speed with sound judgment in a regulated healthcare environment.

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

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

• Utilize 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 updated on marketplace and contractor network best practices to boost performance and scalability.

⛳️ Requirements

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

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

• Demonstrated ownership of acquisition, activation, retention, and reactivation funnel metrics.

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

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

• Strong entrepreneurial mindset with the capability to thrive in ambiguity and fast-paced environments.

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

• Bachelor’s degree or equivalent practical experience.

🏝️ Benefits

• Career growth and development opportunities in a mission-driven organization.

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

• Comprehensive medical, dental, and vision insurance.

• 401(k) plan with company match.

• Generous PTO, paid company holidays, and paid parental leave.