Senior Manager, Strategic Rideshare Operations & Growth

Job Responsibilities

• Build and optimize the end-to-end driver funnel, including sourcing, signup, credentialing, activation, and retention
• Identify and activate high-value rideshare channels, existing NEMT drivers, and local recruits
• Design and execute recruiting experiments across events, outreach, referrals, and incentive structures
• Translate driver objections, drop-off points, and churn insights into improvements across onboarding, communications, and support
• Evaluate and prioritize markets, neighborhoods, and driver segments for launch and scale

Network Operations, Compliance & Program Execution

• Build and refine operating playbooks across onboarding, credentialing, training, dispatch, ride execution, and payouts
• Partner with Credentialing, Legal, and Compliance to ensure regulatory adherence and audit readiness across markets
• Collaborate with Product and Strategy to improve systems including Salesforce workflows, routing logic, and driver experience
• Help shape pricing, route design, acceptance rules, and support flows to meet reliability and unit economics goals
• Develop scalable SOPs to transition IDN from pilot to broader rollout
• Identify operational gaps early and implement solutions before they scale

Field Leadership, Market Intelligence & Problem Solving

• Spend time in-market to understand driver behavior, local dynamics, and route feasibility
• Build relationships with drivers and community partners while influencing without direct authority
• Bring field insights into strategic decisions on recruiting, onboarding, routing, and retention
• Operate effectively in ambiguity, balancing speed with sound judgment in a regulated healthcare environment
• Contribute to IDN organizational design, hiring, and workflow development as the network grows

Success Metrics & Continuous Improvement

• Own key marketplace metrics including funnel conversion, driver activation, ride completion, retention, and member experience
• Use data and field insights to improve supply efficiency, route quality, and driver satisfaction
• Rapidly test hypotheses, run experiments, and codify learnings into repeatable playbooks
• Stay current on marketplace and contractor network best practices to improve performance and scalability

Required Qualifications

• 5+ years of experience in marketplace operations, city/regional operations, launch operations, supply growth, or similar high-ownership roles
• Proven experience 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 using data, dashboards, and experimentation to drive decisions
• Excellent communication and stakeholder management skills across independent contractors and cross-functional teams
• Strong entrepreneurial mindset with the ability to operate in ambiguity and fast-paced environments
• Willingness to travel frequently and spend time in-market, particularly in Texas

Preferred Qualifications

• Experience at marketplace or last-mile rideshare companies such as DoorDash, Instacart, Amazon, Via, or similar
• Experience in NEMT, healthcare transportation, or other regulated field operations environments
• Experience building market playbooks in low-density or hard-to-serve geographies
• Experience operating in Texas markets such as Houston or San Antonio
• Experience using AI or external tools to solve operational challenges
• Military or SOF background paired with relevant post-military commercial operating experience