Pocketride

• Job Title: VP Operations & Business Execution
• Location: Remote
• Type: Equity-based leadership role (early-stage)

About Pocketride

Pocketride is an AI-powered rideshare platform built for underserved cities, focused on safety, reliability, and dismantling the rideshare gray market. With 3,500+ riders and 200+ drivers already on our waitlist, we are preparing for launch and scaling our operations with strong leadership

Position Overview

We are looking for a VP Operations & Business Execution to take full ownership of how Pocketride runs day-to-day as we move into launch and scale. This is not a coordination or support role. This role owns execution, reliability, and operational readiness across the company. You will work closely with the CEO,CTO and functional VPs (Tech, Marketing & Growth, Finance, HR & Admin) to ensure strategy turns into reality.

What You’ll Own

Customer Success & Trust Operations

• Build and own customer support and escalation workflows
• Oversee Trust & Safety operational processes
• Ensure consistent, high-quality customer experience
• Track and improve customer experience metrics (NPS, CSAT, resolution time)

Driver Operations

• Own driver onboarding execution and readiness workflows
• Manage driver lifecycle operations and communications
• Ensure operational reliability of supply at launch and beyond

Insurance & Risk Execution

• Own incident documentation and claims-trigger workflows
• Work closely with Finance (who owns insurance decisions and costs)

Partner, Investor & Stakeholder Operations

• Own operational onboarding of partners
• Ensure delivery on partnership commitments
• Maintain execution credibility with investors and stakeholders

Legal & IP Program Management

Coordinate with external legal counsel on: contracts, IP filings (patents, trademarks) and regulatory matters

Track legal and IP timelines, deadlines, and documentation

Ensure nothing legal or IP-related slips through the cracks

(Note: legal authority remains with external counsel)

HubSpot & Customer Operations

• Own the operational use of HubSpot as the company’s central customer and stakeholder management platform
• Build and maintain workflows for rider, driver, partner, and stakeholder lifecycle management
• Establish CRM processes for lead capture, onboarding, follow-ups, escalations, and customer support
• Ensure accurate and consistent customer and operational data across HubSpot
• Develop dashboards and reporting to track customer activity, onboarding progress, support cases, conversion, retention, and operational performance
• Work with Marketing & Growth to ensure seamless handoffs between marketing, sales, onboarding, and operations
• Identify opportunities to automate repetitive operational workflows and improve response and resolution times
• Own HubSpot process governance, ensuring teams follow defined workflows, data standards, and operational protocols

Internal Operations & Scale Readiness

• Build SOPs and cross-team handoffs
• Own launch readiness checklists and operational dashboards
• Ensure teams are execution-aligned and unblock issues early

What This Role Does NOT Own

• Product roadmap or engineering decisions (Tech)
• Brand strategy or growth campaigns (Marketing & Growth)
• Insurance selection or financial exposure (Finance)
• Hiring strategy, L&D, or people compliance (HR)
• Legal interpretation or final legal decisions (External Counsel)

Who You Are

• A strong operator with startup or marketplace experience
• Systems-oriented, decisive, and calm under pressure
• Founder-level mindset with real ownership mentality
• Excited by early-stage ambiguity and building from zero

Why Join Pocketride

• Equal-equity leadership role
• Direct impact on launch and scale
• Work alongside experienced functional VPs
• Build operations for a company solving real safety and access problems