Operations Specialist – Ride Hailing

Are you passionate about mobility, technology, and solving real-world problems on the ground? We're looking for a dynamic and driven Operations Specialist to join our growing ride-hailing team Your Role: 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 Required Skills: Strong analytical skills and proficiency in Excel/Google Sheets (SQL is a plus Excellent communication, negotiation, and conflict resolution skills Ability to thrive in a fast-paced, dynamic, and high-pressure environment Strong organizational skills, autonomy, and results-driven mindset Knowledge of the ride-hailing, transportation, or logistics sector is an asset Proficient in both French and English (spoken and written
Profile: Bachelor's or Master's degree in Business, Management, Logistics, Engineering, or a related field to 3 years of experience in operations, consulting, fleet management, logistics, or ride-hailing Entrepreneurial mindset, field-oriented, and hands-on problem solver Willingness to travel and work flexible hours depending on operational needs.

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