Operations Manager

Job Purpose :

The role will be responsible for the end-to-end management, optimization, and scaling of both the supply side (Driver/Partner Operations) and the demand-supply equilibrium (Marketplace dynamics). This role requires a strong analytical foundation, operational rigor, and excellent people management skills to ensure a reliable, efficient, and high-quality service platform.

Key Accountabilities :

Driver/Partner Operations Management (Supply)

• Acquisition & Onboarding: Oversee and optimize the entire driver/partner lifecycle from lead generation and conversion to background checks, training, and successful activation.
• Performance & Retention: Develop and implement strategies to improve driver performance metrics (e.g., acceptance rate, cancellation rate, service quality/rating) and reduce churn through effective incentive programs, communication, and support.
• Compliance & Fleet Health: Ensure all drivers and vehicles meet regulatory and company compliance standards. Monitor and manage overall supply health and capacity planning.
• Driver Support: Manage the efficiency and quality of the driver support channels (in-person, virtual, call center) to ensure quick resolution of issues and a high level of partner satisfaction.

Marketplace & Platform Optimization (Equilibrium)

• Real-time Management: Monitor and manage the platform's supply/demand equilibrium in real-time, especially during peak hours and high-demand events, to maximize efficiency and minimize user wait times/driver idle time.
• Pricing & Incentives: Work closely with the central pricing and analytics teams to design, test, and execute local pricing strategies and driver incentive structures that effectively balance marketplace liquidity and profitability.
• Forecasting & Planning: Develop accurate supply forecasts based on anticipated demand trends, seasonality, and local events to proactively manage operational readiness.
• Platform Quality: Identify and resolve systemic issues impacting marketplace performance, such as fraudulent activity, unfair allocation, or technology glitches, in collaboration with Product and Tech teams.

General Operations, Strategy & Management :

• Process Improvement: Continuously identify operational bottlenecks and drive initiatives to streamline processes, automate tasks, and improve overall operational efficiency and cost-effectiveness.
• Analytics & Reporting: Own key operational dashboards. Analyze performance data to generate actionable insights and prepare regular reports on driver/marketplace health for senior management.
• Team Leadership: Recruit, train, mentor, and manage a team of operations specialists and associates. Foster a data-driven, high-performance culture within the team.
• Cross-Functional Collaboration: Serve as the primary operational liaison with local and central teams across Marketing, Product, Finance, Legal, and Customer Service.

Job Requirements :

• A minimum of 5 years of experience in Operations Management, with a minimum of 2 years in a leadership role within a high-growth, tech-enabled, or marketplace business (e.g., ride-hailing, e-commerce, logistics, delivery).
• Strong analytical skills, with proficiency in Excel/Google Sheets, and experience with BI tools (e.g., Tableau, Looker, Power BI) and SQL.
• Deep understanding of two-sided marketplace dynamics, supply/demand elasticity, and operational levers for optimization.
• Excellent organizational and multitasking skills, with the ability to prioritize and meet deadlines in a dynamic environment.
• Effective communication and interpersonal skills to engage with driver partners, fleet owners and internal teams.
• A problem-solving mindset with a passion for finding innovative solutions to operational challenges.
• Previous experience in the ridesharing, logistics, or gig economy sectors is an advantage but not required.

Education:

• A minimum of bachelor’s degree in operations, logistics and supply chain management, or equivalent is required.
• A master’s degree in operations, logistics, supply chain management, or equivalent in a related field is a plus.

Preferred Certifications:

• Preferred certifications such as Lean Sigma is a plus.