Senior Product Manager, Ops & Customer Experience
The Senior Product Manager, Ops & Customer Experience at HopSkipDrive is a pivotal role within the Support and Operational Productivity team, focusing on enhancing customer experiences through AI-driven solutions. This team is a collaborative group of product managers, engineers, designers, and operations specialists dedicated to building systems that support both customers and internal teams. HopSkipDrive, a Series D company, has facilitated over five million rides across more than 20 states, connecting children to highly-vetted caregivers through its marketplace.
In this role, the Senior Product Manager will lead the development and implementation of AI-powered systems aimed at improving customer support and operational efficiency. Responsibilities include driving product strategy and roadmap for support technologies, collaborating with cross-functional teams to deliver AI-forward solutions, and enhancing agent effectiveness and customer satisfaction. The position requires a strong focus on user-centric design and data-driven decision-making to create seamless, human-centric experiences across support ecosystems.
Candidates should have a minimum of 8 years of experience in product management, particularly in customer support, platform, or internal tools within complex, multi-stakeholder environments. Proven expertise in building and launching LLM-powered agents, conversational AI, and AI-native experiences is essential. Experience with enterprise systems and CRM solutions, such as Zendesk, is preferred. A strong foundation in user experience design and the ability to define and execute multi-year AI product strategies are also important.
The compensation for this role ranges from $160,000 to $180,000 annually. Benefits include equity options, flexible vacation policies, comprehensive medical, dental, and vision insurance, a 401(k) plan, and a flexible spending account for healthcare costs.
HopSkipDrive fosters a remote-first, mission-driven culture, emphasizing the use of AI tools to enhance productivity and innovation. The company values continuous improvement and offers opportunities for professional growth in a rapidly expanding organization. Employees are encouraged to be curious, willing to learn, and ready to use the best tools available to move the mission forward.