Senior Product Manager, Ops & Customer Experience
About the role
Who We Are
Our Support and Operational Productivity team sits at the intersection of customer experience, operational excellence, and business growth. We're a high-impact, collaborative group of product managers, engineers, designers, and operations specialists who build the systems and experiences that keep HopSkipDrive running — for our customers and for the teams that serve them.
Our support world is uniquely complex. We serve schools and parents coordinating their children’s transportation, school administrators managing district-wide logistics, drivers navigating complex pickup instructions and multi-stop coordination, and the operations team orchestrating it all. Every interaction involves multiple stakeholders, tight safety requirements, and real-time coordination.
Our work spans the full operational landscape of HopSkipDrive — from the customer-facing experiences that keep riders, CareDrivers, caregivers, and school partners informed and supported, to the internal platforms that power how our teams operate across support, sales, revenue operations, and safety. We think deeply about the people on both sides of every interaction: the customer navigating a problem, and the team member solving it. That dual lens — user experience and operational excellence, together — is what makes this work uniquely challenging and uniquely impactful.
We move fast, think big, and measure success by how much more effective we make our teams and how much better we serve our customers.
Who You Are
You are a seasoned, versatile Senior Product Manager who leads with curiosity and conviction. You don't just build features — you develop a deep understanding of your customers, your business, and your stakeholders, and use that understanding to make smart bets and drive real outcomes. You're as comfortable in a strategic planning session as you are in a sprint review, and you have a track record of bringing people together around a shared vision.
- Minimum of 8 years of experience in product management, ideally spanning customer-facing platforms, operational tooling, or internal systems in complex, multi-stakeholder environments where reliability and user experience are non-negotiable.
- Strong Customer Instincts: a proven ability to build genuine, nuanced understanding of users through research and data, and to translate those insights into product decisions.