Director of Customer Success & Programs

Los Angeles, California, United States | Full-time | Fully remote

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This is an opportunity in the exciting and fast-growing transportation technology industry, with a software company that has been growing sales at 100%+ annually over the past several years.  RideCo is directly improving people’s lives by solving urban mobility challenges that we can all relate to.  We are transitioning from a 60-person start-up to a venture capital funded scale-up company looking to double its size over the next year and further accelerate its growth trajectory.  

As Director of Customer Success & Programs, you will lead a team of project managers to implement our SaaS solution and deliver successful outcomes for clients, resulting in loyal brand advocates and industry-leading case studies. You will be accountable for requirements management, solution delivery, project success, customer retention, and expansion.  You will collaborate with the sales account managers to manage and deepen customer relationships with various stakeholders. You will mentor and develop your team, helping them achieve their career objectives.

Your day-to-day responsibilities will include:

  • Lead a team of project managers members to deliver solutions to clients that meets the project needs and client’s goals.
  • Manage the performance of project managers and customer success team members. Hold accountability for the team’s performance. Help manage work assignments to team members in accordance with availability, skill set and re-balancing continuously.
  • Program management: Provide overall strategic governance for projects by establishing standards, processes, and tools used for effective project delivery.  Plan and execute initiatives as per the project timeline. Develop and administer the project budget and resource management. Help manage team members and subcontractors. Identify, assess, and mitigate risks. Facilitate communication and coordination between project stakeholders including transit planners, senior management, marketing, and operations staff.  Anticipate future demands of the projects.
  • Support new service launches Support the implementation team by assisting with service modeling, siting analysis, end-user training, managing subcontractors, testing, monitoring KPIs, and on-site activities.
  • Client stakeholder management: Build relationships with stakeholders, understand, and manage expectations, provide status updates, identify and mitigate stakeholder concerns and risks, and facilitate collaborative decision-making. Responds to escalated project issues that may impede project delivery and coordinates solutions.
  • Retain and grow client revenues: Work in tandem with the sales account manager to ensure client retention and grow the revenue per client by expanding to new areas and use cases within the transit agency.
  • Collaborate with technical and product teams:  Work closely with the technical delivery team to ensure timely system setup and launch, to provide analytics services, and ongoing technical support, in accordance with the contract requirements and customer expectations.
  • Prepare reports and presentationsUtilize reports and/or presentations to inform and influence stakeholders and decision-makers. Monitor and analyze project metrics to identify weaknesses or problems and to propose operational improvements.  Work with the project’s technical staff to distill insights into easily understandable and persuasive written communications, for a variety of stakeholders.
  • Drive continuous improvement: Build, maintain, and train internally on project management best practices for rollouts. Collaboratively develop weekly/monthly actions to drive continuous improvements, and to achieve the service’s objectives (e.g. user experience, ridership, operating efficiency, financials, etc.). 
  • Improve internal processes and tooling: Identify ways to further automate and systematize our internal processes. Collaboratively champion internal process/tooling improvements. 
  • Mentor and coach: Advise team members to accomplish project goals. Mentor and support career development for your team members.
  • Educate: Continuously expand the collective knowledge base of the company through multi-disciplinary learning and knowledge sharing.
  • Implement initiatives as directed by executive leadership.

Preferred qualifications:

  • 5+ years of industry experience in public transit or transportation, in a client facing role.
  • 3+ years of leadership experience managing and developing a team of 5+ team members in client facing roles.
  • Analytical and data-driven: Demonstrated track record in analytics and/or the use of complex data for decision making. Proficient in Excel and Microsoft Office tools.
  • Ability to manage multiple priorities: extremely organized, sensitive to deadlines, and accessible based on business needs
  • Top-notch communicator: Experience preparing reports for and delivering presentations to C-suite executives, board members, and city councils
  • Experience in transit service planning or software technology implementation
  • Reference list of clients in public transit or transportation that will confirm your ability to deliver world-class customer service and program management
  • Willing to travel at least 35% of working time, as needed.
  • Los Angeles or San Francisco 

Compensation and benefits

  • Competitive base salary + stock options and performance-based bonus.

 Who we are:

http://www.rideco.com
RideCo powers on-demand transit. Public transit agencies use RideCo's cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans. Our clients include some of the world’s largest transportation operators such as Los Angeles Metro, San Antonio Metro, Houston Metro, RTC Las Vegas, and Calgary Transit.

Have you experienced getting frustrated with transfers and waiting while taking a public bus? Have you seen buses drive around in low-density areas with very few passengers on-board and wondered how inefficient that seems to be? You're likely aware of the first & last mile access challenges faced by transit hubs. We are solving these problems by re-imagining shared mobility. Imagine a world where vehicles have dynamic routes responsive to real-time trip demand. This 'dynamic shuttle' (or van /sedan) would pick you up, on-demand, at or near your doorstep and take you to your destination or transit hub. Along the way, it may pick-up other passengers going in your direction. Your experience will be seamless: less waiting, less walking, fewer transfers, shorter travel time, and timely pickups and drop-offs. RideCo's 'dynamic shuttle' platform enables this seamless experience and low-cost shared rides for vehicle fleet operators and their passengers. By seamlessly moving more people in fewer vehicles we are catalyzing a generational shift in how people get around cities and towns. This means commuters spend less time in transit and more time doing what they enjoy.

RideCo powers a diverse range of use cases, including residential/ suburban travel; first-mile-last-mile connections for transit hubs; and corporate employee transportation. We are investing to scale up and capture the growing demand for on-demand shared rides solutions. 

 

RideCo is proud to be an equal opportunity employer, we are committed to building and supporting a culture of diversity, inclusion, and accessibility. We hire the best talent regardless of race, color, creed, national origin, ancestry, disability, marital status, age, veteran status, sex, sexual orientation, gender identity, and expression. Building a team that represents a variety of backgrounds, perspectives, and skills benefits our employees, our customers, our products, and our community.  

Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require special accommodation to complete any portion of the application or interview process, please contact people@rideco.com.