Operations Manager - Drivers and Riders (Limousine and Delivery Business)

Operations Manager - Drivers and Riders (Limousine and Delivery Business)

Join to apply for the Operations Manager - Drivers and Riders (Limousine and Delivery Business) role at Moove.

About Moove
Moove is building the world's largest fleet and best in class technologies that power mobility platforms. Its flagship Drive to Own (DTO) product democratises access to vehicle ownership with a revenue based financing model, enabling underserved mobility entrepreneurs to thrive. Moove's growth has been fuelled by its global partnership with Uber and support from leading investors such as Mubadala, BlackRock, MUFG, and Waymo. With operations spanning 19 cities across six continents, Moove continues to expand its offerings through strategic acquisitions and partnerships, transforming mobility to make it safer, more efficient, and accessible to all while providing economic opportunities and supporting skills development in the sector.

What You'll Be Doing Customer Service Management

• Lead the Customer Service (CS) team to deliver timely, professional, and empathetic support to drivers.
• Develop and implement customer service processes to resolve driver issues, escalations, and complaints.
• Monitor key service metrics (response time, resolution rate, driver satisfaction) and drive continuous improvement.
• Ensure compliance with UAE labor laws, visa/renewal processes, RTA regulations, and Moove policies in all driver related interactions.

Driver Onboarding & Engagement

• Oversee the full driver onboarding process including documentation, RTA licensing, background checks, and platform activation.
• Conduct orientation sessions to familiarize drivers with Moove policies, vehicle usage, telematics, and Uber/Careem guidelines.
• Ensure smooth transition of new drivers into operations and performance alignment within the first 30 days.
• Design and implement driver engagement programs to enhance retention, morale, and productivity.

Operational Excellence

• Collaborate with Fleet, Finance, and Operations teams to ensure seamless communication and issue resolution.
• Track driver performance, flag underperformance, and coordinate action plans with Operations.
• Manage CS & onboarding reports, highlighting key trends, challenges, and improvements to leadership.
• Leverage technology solutions (CRM, telematics dashboards, onboarding tools) to streamline processes.

Leadership & Team Development

• Train, coach, and mentor the CS & onboarding team to deliver consistently high performance.
• Foster a culture of empathy, accountability, and excellence in customer and driver interactions.
• Act as the escalation point for complex driver cases and ensure timely resolution.

What You Will Need for This Position

• Bachelor's degree in Business Administration, Operations, or a related field.
• 5+ years of experience in Customer Service and/or Driver Onboarding, preferably within the limousine, ride hailing, fleet, or mobility sector.
• Strong knowledge of UAE labor law, visa/renewal policies, and RTA limousine regulations.
• Excellent communication, conflict resolution, and problem solving skills.
• Experience managing teams in a fast paced operational environment.
• Proficiency in CRM systems (HubSpot, Zendesk, etc.), MS Office Suite, and Google Sheets.

Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.