At HopSkipDrive, our mission is to create opportunity for all through mobility. We're the leader in safe, fast, and simple supplemental student transportation through our marketplace, we connect kids to highly-vetted caregivers on wheels. Through our software, we solve the biggest transportation challenges facing schools and school districts across the country. Founded by three moms as a solution to their own transportation challenges, we've now facilitated more than five million rides across over over 20 states. We continue to grow rapidly — earning a spot on the Inc. 5000 list numerous times and the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M to date. How we work We're an AI-forward company, and we expect every person on our team to be too. We use AI tools to do our best work — drafting, analyzing, building, and shipping faster than we could without them — and we invest in training, share what works, and govern AI use thoughtfully. We don't expect you to be an expert when you start. We do expect you to be curious, willing to learn, and ready to use the best tools available to move our mission forward. We're remote-first, mission-driven, and built for people who want to do work that matters with people who hold a high bar. Who We Are This role will provide exceptional, proactive support for our clients throughout the operational lifecycle. This position bridges the gap between Implementation, Customer Success, and ongoing Operations to streamline service delivery and ensure a premium client experience. The Metro Service Manager will take ownership of ongoing client operations and issue resolution. This new role will work closely with cross-functional teams to proactively address client needs, improve service quality, and optimize ride experiences. We are looking for creative problem-solvers who, like us, believe that challenges require innovative approaches, unique perspectives, and new ways of thinking. - Serve as the primary point of contact for assigned clients, ensuring needs are addressed and solutions delivered with urgency and professionalism. - Respond to and resolve complex client inquiries, leveraging internal resources and collaboration to provide swift resolutions. - Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout the implementation - Act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services to best support clients. - Gather and analyze feedback on ride experiences to identify improvement opportunities and implement service enhancements. - Collaborate with cross-functional teams to address systemic issues affecting client satisfaction and advocate for impactful changes. - Partner with Customer Support Specialists to resolve real-time ride and account issues while delivering weekly optimization reports. - Conduct virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices. - Drive the strategic planning and execution of business reviews to align ongoing service strategies with client objectives. Who You Are You’re a proactive and strategic customer success professional who excels at building strong client relationships, solving complex challenges, and driving measurable results. You thrive in fast-paced environments and are passionate about enhancing client experiences through data-driven insights and collaboration. - 5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment. - Willingness to travel (10%-20%) to strengthen client relationships and support service strategies. - Proven ability to manage client relationships, resolve issues swiftly, and deliver exceptional customer service. - Strong communication skills, both written and verbal, with the ability to present insights and solutions effectively in meetings and reports. - Expertise in analyzing data, identifying trends, and implementing actionable solutions to improve client outcomes. - Experience collaborating across teams to address root causes of recurring challenges and enhance service delivery. - Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred. - A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation. - You are tech-forward and committed to operational excellence. You actively leverage AI tools (such as Gemini) to streamline workflows, summarize complex client issues, refine communication, and derive insights from data sets, and you are eager to apply this expertise to enhance client outcomes Our Investment In You We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision, and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The base salary range for this role is $80,000 - $90,000. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options. HopSkipDrive is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class. *NOTE* This role will be remote but candidates must be able to travel occasionally regionally (10-20%).

Description and Requirements The Team You Will Join On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time. The Opportunity Ensures that the team achieves or exceeds its business objectives in the areas of Claim Management Accuracy, Customer Centricity and Expense Management. Sets clear expectations of performance according to the MetLife vision and holds the team accountable to those expectations. Ensures that the team has the knowledge, skills, and tools to be successful and provides support as appropriate. Key Responsibilities - Clearly articulate the vision of success, how each role, and individual contributes to that vision, and the specific expectations for each role and individual. - Supports and guides assigned team members to ensure that they have the knowledge and skills, tools, and resources to be successful in achieving those expectations. - Removes barriers to the success of the team or the individual. - Identifies barriers and escalates to senior leaders in the organization as appropriate along with recommended solutions. - Takes accountability for the team they lead and the results it produces for each of the key areas of performance; customer centricity, expense management, claim management accuracy. - Holds team accountable and provides positive reinforcement to team members that is directly linked to their behaviors and outcomes. - Intervenes as required to address acute gaps in performance, either of individuals on the team, or the team as a whole. - Analyzes data and implements strategies to address root causes of the gaps and monitor strategies. - Identifies and implements strategies to enhance claim management and customer centricity effectiveness and efficiency of their team. - Interacts effectively with claimants and internal/external customers, to understand and service their needs while addressing service issues swiftly. - Drives Claim Management Accuracy and Customer Centricity through support of the QQA Program, claim file reviews and call monitoring. - Achieves all Individual and Team outcomes through the management of their team. Required Qualifications - Strong verbal and written communication skills. Ability to articulate clearly to diverse audiences with different styles. - Influencing and motivation skills. - Ability to give and receive feedback in a non-judgmental and non-defensive manner. - Comfort with conflict. - Knowledge of Disability. - Critical thinking skills. - Strategic thinking skills. - Strong listening skills. - Ability to partner. Preferred Qualifications - Bachelor's degree - 7+ years of STD Insurance Claims experience - Knowledge of STD, group disability, Workers Compensation, ERISA, Social Security and state laws The expected salary range for this position is $71,100 - $119,500 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms. Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us! MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics"). If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

• Collaborate with multiple team members in a matrix environment for the effective delivery of site activation within the assigned projects. • May oversee site activation for assigned projects according to timelines and quality standard. • Assist with coordination of the flow of information between PPD teams, clients, or functional departments involved in site activation. • Develop recommended plans/guidelines for project implementation using PPD tools • Monitor and analyze project status to ensure successful progress and completion of all assigned projects and provide metrics to upper management. • Perform risk identification and provide contingency planning. • Collaborate with PPD teams to manage all financial and contractual aspects of studies related to site activation. • Work within the team to establish appropriate controls to ensure that project resources and expenses are aligned with budgets with accountability to Global Project Management. • Administer the technical and operational aspects of the site activation portion of assigned projects, including coordination of feasibility, site contracts, and country teams in a matrix environment and manages the assigned scope of work against timelines, costs, and quality. • Participating in a functional area leads to identifying and evaluating fundamental issues pertaining to successful site activation, interpreting data on complex issues, make good business decisions and ensure solutions are implemented. • Develop customer relationships in alignment with assigned projects.

• Partner with Commercial Operations leadership to define and implement a data readiness strategy aligned to commercial priorities • Establish and embed pragmatic data standards, definitions, and processes across Sales Ops, Finance, IT, and SDG • Identify and address gaps in data quality, consistency, and usability impacting forecasting, compensation, and GTM execution • Support the development of scalable data models and reporting frameworks in collaboration with Sales Operations • Enable data readiness for automation, analytics, and AI initiatives (e.g. Compass and similar programmes) • Act as a cross-functional connector between business and technical teams to align on data priorities and execution • Drive adoption of consistent processes and best practices without direct ownership of data • Leverage existing systems (e.g. SFDC, Power BI) to improve data integrity and reduce manual workarounds • Provide project management support across key commercial data initiatives