Operations Manager

a) Driver Operations & Coordination

• Oversee the full driver lifecycle: recruitment, onboarding, documentation (licensing, insurance, background checks), activation, and offboarding.
• Design and implement driver engagement and retention programs (incentive schemes, rewards, feedback loops).
• Coordinate with drivers for scheduling, shifts, and capacity planning based on demand patterns.
• Serve as the escalation point for driver-related issues, complaints, or disputes; mediate and resolve problems in a timely manner.
• Work closely with driver-partner support / customer service teams to ensure seamless experience for drivers.

b) Marketplace Management

• Monitor real-time supply-demand metrics on the platform (rides, driver availability, wait times) and take corrective / optimization actions.
• Collaborate with analytics / product teams to propose, test, and scale operational strategies (dynamic pricing, promotions, surge management).
• Develop, maintain, and refine operational dashboards / KPIs: driver utilization, ride cancellation rate, average pickup time, driver satisfaction, fulfillment rate.
• Identify bottlenecks in the marketplace operations and propose process improvements or automation.

c) System & Technology Coordination

• Act as liaison between ops and tech teams to ensure the operations platform (dispatching, driver app, driver management system) supports business needs.
• Help define requirements for system improvements, new features, or operational workflows in the app or backend.
• Oversee implementation of operational tools: driver CRM, telematics dashboards, onboarding software, etc.
• Ensure data accuracy in operations systems; audit and clean data regularly.

d) Customer Service & Experience

• Ensure high-quality service delivery for riders (and possibly shuttle / corporate customers) by working with customer support.
• Design and monitor SLAs (service level agreements) for response times, complaint resolution, and escalation handling.
• Develop and implement SOPs (standard operating procedures) for ride operations, safety, and incident management.

e) Safety, Compliance & Quality

• Implement and enforce safety protocols for drivers and passengers.
• Ensure compliance with relevant local regulatory bodies (e.g., transport authorities, licensing, insurance).
• Monitor quality metrics (driver ratings, ride incidents, safety infractions), identify trends, and drive corrective measures.
• Conduct regular driver training sessions on safety, customer service, and app usage.

f) Team Leadership & Development

• Lead, manage, and develop a team of operations staff (onboarding team, driver support, quality control, dispatch).
• Provide coaching, performance feedback, and career development for team members.
• Establish clear roles, responsibilities, and KPIs for the operations team.
• Foster a culture of continuous improvement, ownership, accountability, and empathy with drivers.

g) Budgeting & Cost Management

• Develop and manage the operations budget in collaboration with finance.
• Monitor operational costs (driver incentives, support costs, technology costs) and identify opportunities for optimization.
• Forecast future driver supply needs, incentives costs, and resource allocation.

h) Reporting & Strategy

• Prepare regular reports (weekly, monthly) for senior leadership on operational performance, challenges, and opportunities.
• Participate in strategic planning for scaling operations, market expansion, or cost optimization.
• Work cross-functionally with product, finance, marketing, and legal teams to align operations with company goals.

Requirements

• Bachelor’s degree in Business, Operations Management, Supply Chain, Logistics, or a related field (MBA or master’s degree is a plus).
• 5+ years of operations experience, preferably in ride-hailing, fleet management, logistics, transportation, or a two-sided marketplace. (Similar to Careem’s role)
• Proven experience leading and scaling teams in a fast-paced, high-growth environment.
• Strong analytical skills and comfort working with data (Excel, Google Sheets, BI tools, or SQL).
• Excellent communication, negotiation, and interpersonal skills.
• Familiarity with operations systems (dispatch software, telematics, driver management platforms).
• Problem-solving mindset, with a bias for action and ability to handle ambiguity.
• Knowledge of local regulations relevant to ride-hailing / transportation is desirable.
• Valid driver’s license advantageous but not always required (depending on region).

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