Metro Service Manager - Michigan / Wisconsin

The Metro Service Manager will serve as the primary point of contact for assigned clients, ensuring needs are addressed and solutions delivered with urgency and professionalism. This role requires responding to and resolving complex client inquiries, leveraging internal resources and collaboration to provide swift resolutions, as well as leading and managing the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout the implementation. The Metro Service Manager will also act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services to best support clients and gathering and analyzing feedback on ride experiences to identify improvement opportunities and implement service enhancements. A key aspect of the role involves collaborating with cross-functional teams to address systemic issues affecting client satisfaction and advocate for impactful changes. The role also involves partnering with Customer Support Specialists to resolve real-time ride and account issues while delivering weekly optimization reports, including conducting virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices and drive the strategic planning and execution of business reviews to align ongoing service strategies with client objectives.