Operations Specialist

Yassir

Ensure the smooth daily operations of the ride-hailing service by:

• Driving the growth and retention of the driver network,
• Ensuring passenger satisfaction,
• Continuously optimizing operational performance.

Key Responsibilities:

Driver Management

• Oversee the entire driver life cycle: recruitment, onboarding, training, performance monitoring, and evaluation.
• Ensure consistent driver availability on the platform and minimize churn (deactivation or drop-off).
• Handle and resolve operational issues related to drivers: payments, disputes, complaints, and service quality.

Operational Optimization

• Track and analyze key performance indicators (KPIs): acceptance rate, wait time, completion rate, customer satisfaction, etc.
• Identify areas for improvement and implement corrective actions to boost operational efficiency.
• Collaborate closely with product and tech teams to communicate field needs and improve platform functionalities.

Customer Support & Quality Assurance

• Manage critical cases or escalations between drivers and passengers.
• Establish processes to enhance the experience for both drivers and riders.
• Contribute to the development and enforcement of safety, compliance, and quality policies.

Growth & Strategic Projects

• Actively participate in strategic initiatives: launching new cities, activation campaigns, promotions, etc.
• Work with the marketing team to attract new users and retain existing ones.
• Conduct market research and share competitive insights and feedback from the field.