Job description
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).