Senior Manager, IDN Growth & Marketplace Operations

Role Description

SafeRide Health is building the Independent Driver Network (IDN), a startup-like business within the company designed to recruit, onboard, train, route, pay, and retain credentialed independent drivers serving rural and underserved markets. This role sits at the center of that effort, partnering across Product, Strategy, Credentialing, Legal/Compliance, Finance, and Transportation Operations to turn an early-stage driver network into a scalable, compliant, and high-trust operating model. This is not a traditional program management role—it is a build-the-network role. You will operate with high ownership across marketplace growth, field operations, and launch execution, directly shaping how SafeRide expands access to care through reliable transportation.

Job Responsibilities

• Marketplace Growth & Driver Acquisition (40%)
  • Build and optimize the end-to-end driver funnel, including sourcing, signup, credentialing, activation, and retention
  • Identify and activate high-value driver channels such as Uber/Lyft drivers, 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
  • Develop market-specific playbooks for low-density environments focused on trust, earnings predictability, and route quality
  • Evaluate and prioritize markets, neighborhoods, and driver segments for launch and scale
• Network Operations, Compliance & Program Execution (45%)
  • 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 (15%)
  • 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

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
• Bachelor’s degree or equivalent practical experience

Preferred Qualifications

• Experience at marketplace or last-mile companies such as Uber, Lyft, 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

Benefits

• We offer a remote-first work environment, competitive compensation, and comprehensive benefits including:
• Career growth and development opportunities in a mission-driven organization
• Competitive salary, annual bonus opportunities, and equity options
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Generous PTO, paid company holidays, and paid parental leave