Operations Manager

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

• 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).