Operations Manager

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.

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.

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.

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.

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.

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.

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.

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.

Bachelors degree in Business Operations Management Supply Chain Logistics or a related field (MBA or masters degree is a plus).

5 years of operations experience preferably in ride-hailing fleet management logistics transportation or a two-sided marketplace. (Similar to Careems 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 drivers license advantageous but not always required (depending on region).