Account Manager, District Partnerships

4MATIV Technologies manages multi-modal mobility for school systems nationwide with technology to expand options and enhance service. We envision a future where all children have access to the learning opportunities that maximize their potential, and we are reimagining transportation to accelerate student outcomes. 

We partner with schools to improve service, safety, and holistic sustainability, ensuring all students have access to the right ride. Currently, we manage transportation for over 50 school districts across cities including Houston, Indianapolis, Minneapolis-St. Paul, San Antonio, Austin, Kansas City, and Phoenix, simplifying operations and expanding services for families. Every school day, 4MATIV manages outsourced vendors and operates a contact center supporting more than 25,000 student trips across over 1,000 routes for schools across the country.

Our team is committed to:

• Working shoulder-to-shoulder with our clients as a mission-aligned and trusted partner
• Building user-centered products to create lasting impact for districts and students
• Valuing diversity of perspectives and experiences
• Care for every detail and outcome
• Highest standards of service and safety
• Constant learning and improvement

The Account Manager, District Partnerships is a highly organized, customer-focused leader who will oversee key components of 4MATIV's partnership with Prince William County Schools (PWCS) – one of the largest school systems in Virginia, serving over 90,000 students. As 4MATIV expands its district services line over the next 1–3 years, this role is expected to grow to include oversight of additional district operations.

This person will serve as the primary relationship owner for PWCS's customer service and outsourced vendor management workstreams. They will be responsible for the successful execution of these two core components of the partnership and will participate regularly in meetings with PWCS transportation leaders—including the Director and Assistant Directors—while closely coordinating with 4MATIV's District Services Routing Manager and 4MATIV senior leaders who engage with PWCS cabinet members and the Superintendent.

The Account Manager will lead daily operations across multiple outsourced vendors and staff to ensure outstanding service delivery and client satisfaction. They will manage vendor relationships and billing negotiations, oversee supplemental contact center staff, and act as the central operational point of contact for PWCS transportation leaders. The ideal candidate brings strong account management skills, knowledge of school transportation operations, knowledge of customer service / call center operations, comfort with complex data and managing vendors, and exceptional customer-relationship instincts.

This is a high-visibility, high-impact role, temporarily reporting directly to 4MATIV's CEO, with significant collaboration with the Chief of Client Services and opportunities for growth as 4MATIV's district partnerships expand.

Washington DC metro area

Hybrid: Primarily remote with weekly in-person responsibilities at Prince William County Schools' central office (1-2 days per week expected in the office with more possible at the start of the engagement and the start of the school year).

Client Leadership & Relationship Management

• Serve as 4MATIV's primary operational contact and trusted partner for PWCS customer service and outsourced vendor operations, managing day-to-day communication and coordination across all components of the contract.
• Build and maintain trust with district transportation leaders and staff through consistent delivery, transparent updates, and proactive service.
• Identify risks or challenges proactively, coordinate internal and external problem-solving, and escalate issues appropriately.
• Lead ongoing performance reporting to stakeholders; coordinate with and support 4MATIV senior leadership who will be engaged at a strategic level with the transportation department.
  
  

Vendor Management & Operational Oversight

• Lead daily management of PWCS's outsourced transportation vendors (e.g., HopSkipDrive, FirstAlt, EverDriven).
• Oversee vendor performance, ensuring adherence to contractual terms, on-time performance, route reliability, and safety. Use data effectively to measure vendor performance and ensure strong performance.
• Lead monthly billing and invoicing review and reconciliation, including identification of discrepancies, negotiation of adjustments, and approval of final invoices.
• Coordinate closely with 4MATIV's routing director to ensure seamless  implementation and ongoing optimization of routing for vendor-provided transportation services (vans and sedans).

Contact Center Management

• Oversee 4MATIV's supplemental contact center staff (4-8 representatives) supporting PWCS' contact center. Lead training for these staff and ensure consistent strong performance.
• Partner with PWCS contact center leadership to stabilize operations, improve service, and strengthen family satisfaction.
• Implement consistent scripts and protocols, quality assurance, and escalation processes in alignment with 4MATIV's consulting recommendations.
• Monitor daily performance metrics (speed to answer, abandonment rate, issue resolution time) and ensure adherence to established SLAs.
• Support and model a culture of empathy, responsiveness, and continuous improvement in all family and school interactions.

Service Execution & Continuous Improvement

• Ensure all commitments are met with the highest level of quality and care, including monitoring and meeting district-set performance targets.
• Ensure alignment across internal 4MATIV teams to deliver seamless support to PWCS. This will include coordination with our Client Services Team, CEO, and District Routing Team.
• Track and analyze vendor and contact center performance data; identify trends, surface insights, and recommend operational improvements.
• Collaborate with internal teams on documentation, process improvement, and technology adoption efforts to improve PWCS operations. 

Contract Retention & Strategic Leadership

• Ensure high-quality delivery and relationship strength that position 4MATIV for contract renewal and expansion opportunities.
• Contribute to cross-account learning and standardization efforts within 4MATIV's district partnerships portfolio.
• Serve as a thought partner to 4MATIV's leadership team in shaping service delivery models and scaling 4MATIV's district offerings.

• Bachelor's degree 
• 5+ years of experience in account management, customer success, or operations.
• Demonstrated ability to manage complex projects from planning through execution, ensuring deadlines and quality standards are met.
• Experience managing vendor relationships, contracts, or large-scale service delivery operations.
• Strong analytical and problem-solving skills; able to interpret performance data and drive results.
• Experience negotiating contracts, billing adjustments, or service performance terms a plus.
• Experience working with schools and/or school districts is preferred.
• Strong technical skills, including experience with data management and spreadsheet tools (Excel, Google Sheets, etc).

• Belief in our Mission – A desire to improve educational access through better transportation systems.
• Commitment to Results – A relentless desire to exceed goals and provide a high standard of work. Self-motivated, action-oriented, and persistent in pursuing issues through to resolution.
• Care for Every Detail – Meticulous attention to detail in both planning and execution. Holds self and others to a high standard and ensures accuracy, consistency, and quality.
• Relentless Service Orientation – A customer-first approach to solving problems and delivering solutions, even in challenging circumstances.
• Operational Excellence & Project Ownership – Skilled in managing complex, cross-functional workstreams with precision and urgency. Ensures timelines are met, systems are strong, and deliverables are clear and complete.
• Leads Teams to Results – Proven ability to lead people, build trust, and motivate a team toward clear outcomes. Keeps teams aligned and cross-functional projects on track.
• Strong Interpersonal Skills – Builds trusted relationships across diverse stakeholders.
• Strategic Vision & Agility – Thinks big picture while managing tactical execution; anticipates future needs and evolving priorities.
• Calm Under Pressure – Brings steadiness and clarity in high-pressure, high-visibility situations.
• Collaborative – A desire and ability to collaborate across 4MATIV teams. Comfortable giving and receiving feedback in service of continuous improvement.
  

Salary Range: $85000 – $95,000, per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance