Senior Manager, Ride Operations

We're looking for a highly strategic and experienced Senior Manager, Ride Operations to join our team. In this critical role, you'll be reporting to the Head of Rides, driving key initiatives and overseeing a significant portion of our supply and demand management within the commercial app and ride-hailing space. You will manage a team of managers and more. The experience and industry knowledge will be instrumental in navigating the complex ecosystem. This is an excellent opportunity for someone who is ready to take on a challenge and grow into a future leadership position.

What You'll Do

• Strategic Leadership & Execution: You'll be highly dependable, data-driven, and capable of leading projects independently from ideation to completion. You'll work closely with the Head of Rides and C-Suite to shape and execute strategic priorities.
• Supply & Demand Management: You will strategize driver acquisition, onboarding, and retention efforts based on the ideal supply-demand ratio while also balancing the path to a profitable business. You'll also monitor business operations performance, plan and execute completion rate improvement initiatives, and evaluate the effectiveness of these projects across various scenarios (e.g., airport & city, on-demand & advance booking, and peak & off-peak hours).
• Quality & Performance: You will evaluate driver performance to ensure quality is aligned with our Driver Quality Management System to achieve targeted Net Promoter Score (NPS).
• Community Management: You'll set realistic KPIs for various driver communities (e.g., Allstar, B2B, Night Shift, Airport Community) and review their performance on a timely basis
• Driver & Partner Engagement: You will actively engage with drivers and build relationships with them as the key stakeholders of our operations. You'll also ensure the availability of driver support (face-to-face and online) to address any issues and mitigate disruptions in driver operations.
• Process Improvement & Automation: You will develop, implement, and streamline processes to enhance the driver experience and foster business growth through automation and optimization.
• Stakeholder Communication & Collaboration: You will engage with both internal & external stakeholders who have a direct relationship with business operations.
• Data Analysis & Project Management: You will proactively identify and develop projects to improve the operations experience, taking full accountability for project outcomes and ensuring delivery on key metrics. You'll analyze data to identify root causes of problems and aggregate insights to drive key business decisions and policies.
• Governance and policies: You will manage back-office users, ensuring that active users and access are granted according to their functions. You will also be responsible for regulatory and policy creation/adherence/enforcement.

What We're Looking For

• Experience:

• Significant experience in a strategic & operations role within e-commerce, ride-hailing, or a similar app-based technology company.

• Proven track record of managing a team and driving complex projects.
• Previous experience in a management consulting firm is highly desirable.

• Skills:

• Exceptional analytical and data-driven problem-solving skills.

• Ability to thrive in a fast-paced, complex, and ambiguous environment.
• Outstanding communication and presentation skills.
• Strong leadership and people management capabilities.
• Proficiency in Google Workspace (Docs, Sheets, Slides, Gmail), with GSheets proficiency being essential.
• Experience interpreting data reports and dashboards, specifically in platforms like Looker Studio. Familiarity with Jira or other ticketing systems is a plus.

• Personality:

• Customer-Centricity: A strong commitment to a customer-first mindset, leading by example.

• Leadership & Management: A strong thought leader with proven skills in team management, shift planning, and mentoring. You can lead by example and consistently keep managers and leaders updated.
• Problem-Solving & Collaboration: Outstanding problem-solving skills and the ability to collaborate effectively with diverse teams (e.g., Product, Data, Business, Operations, Customer Happiness).
• Operational Excellence: You are responsible and consistently deliver on time. You possess a strong knowledge of user journey management and app-based user experience.
• Communication: Outstanding communication and stakeholder management abilities. You are proactive and meticulous in your approach, always seeking improvements.
• A self-starter who takes ownership and drives projects with a high degree of independence.
• You are resilient, empathetic, and possess a strong passion for helping people.
• You are a humble leader who is not afraid to roll up your sleeves and get work done.