The Senior Operations Officer is responsible for supporting and monitoring day-to-day operational activities to ensure smooth, efficient, and reliable service delivery.
Key responsibilities include:
- Monitor daily operational performance and key operational KPIs.
- Track ride fulfillment, Captain availability, acceptance rates, cancellation rates, and completed rides.
- Identify operational gaps, service issues, and performance trends.
- Support the improvement of supply and demand balance across different locations and time periods.
- Coordinate with internal teams to resolve operational issues and ensure timely follow-up.
- Prepare daily, weekly, and monthly operational reports.
- Analyze operational data and provide recommendations to improve performance and efficiency.
- Monitor compliance with operational processes and service standards.
- Participate in operational projects, campaigns, and new initiatives.
- Support root-cause analysis for recurring operational issues.
- Work closely with Customer Support, Captain Operations, Product, Technology, Marketing, Finance, and Data teams.
- Identify opportunities for process improvement, automation, and operational efficiency.
- Handle escalated operational cases and ensure appropriate resolution.
Qualifications:
- Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, Logistics, or a related field.
- Experience in ride-hailing, mobility, logistics, delivery, e-commerce, or technology companies is preferred.
- 3–5 years of relevant experience in Operations or a similar role.
- Strong analytical and problem-solving skills.
- Strong communication and coordination skills.
