Pod Lead, Specialty Account Management
Lead and coach a pod of 5-6 account managers and specialists for HopSkipDrive's professional WAV and Livery fleets. Own supply performance, standardize processes with SOPs and AI tools, manage complex partnerships, and bridge sales-to-operations as a player-coach. Requires 5+ years managing teams and building scalable systems.
About the job
Responsibilities
- Lead a specialized pod of 5–6 direct reports (Business Development Managers and CarePartner Specialists), ensuring professional fleets (WAV and Livery) are contracted, integrated, and optimized for daily ride volume.
- Own supply-side performance for WAV and Livery categories to meet district demand.
- Manage and coach individual contributors, focusing on career growth, performance management, and daily tactical guidance.
- Standardize operational processes by enforcing documentation standards and creating repeatable SOPs for market launches and CarePartner relationships.
- Directly manage a select group of high-complexity strategic partnerships as a player-coach.
- Serve as the primary operational lead and first point of escalation for complex CarePartner negotiations or service-level gaps.
- Partner with Revenue and Sales Ops to align new supply acquisition with district demand and operational capacity.
- Use supply-side metrics and data tools to drive team performance, identify gaps, and forecast supply needs.
- Represent the Specialty Transportation division in cross-functional leadership meetings and strategic planning sessions.
Requirements
- 5+ years of experience managing professional teams, with a track record of developing and promoting mid-level individual contributors.
- Strong systems-thinking and rigor; proven ability to document complex manual processes into scalable SOPs and "playbooks."
- Active use of AI and automation tools (e.g., LLMs for drafting, workflow automation, data synthesis) to accelerate productivity; encourage responsible AI use by the team.
- Player-coach mentality comfortable with both hands-on complex negotiations/operational challenges and high-level leadership.
- Collaborative skills to navigate friction between supply acquisition and operational fulfillment.
- Data-driven approach using metrics and tools for forecasting and performance.
- Comfort with ambiguity and change in a fast-paced, evolving environment.
- Senior stakeholder presence with strong communication and gravitas for leadership meetings.
Nice-to-Haves
- Experience in transportation, education, or marketplace operations.
- Fluency with modern AI/automation tools to streamline team workflows.
Skills
People Management, Sop Development, Process Documentation, AI Tools, LLMs, Workflow Automation, Data Analysis, Supply Chain Metrics, Stakeholder Management, Performance Coaching, Strategic Planning
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