Senior Operations Manager

About the Role

We are looking for a Senior Driver Operations Manager who will lead the efforts to expand and maintain our driver network. This role involves overseeing the entire driver lifecycle to ensure an adequate number of drivers are active, providing a smooth onboarding process, and fostering a strong, engaged driver community. The position requires combining analytical strategies with practical, on-site implementation to cultivate a durable and satisfied driver partner base.

Key Responsibilities

• Develop and implement strategies to increase driver supply that aligns with real-time demand.
• Manage acquisition channels, including leading referral programs such as the Uber Hero Network to minimize costs.
• Identify and manage strategic partnerships with fleet operators to scale driver supply in targeted areas.
• Control the onboarding funnel to improve conversion rates from registration through to first trip completion.
• Ensure compliance by establishing documentation standards and coordinating with third-party vendors for background and document verification.
• Design and lead educational programs, including driver information sessions both on-site and virtually.
• Oversee multi-channel driver engagement strategies through CRM systems, social media, podcasts, and roundtables.
• Implement robust feedback mechanisms to gather driver insights and convert them into product and operational improvements.
• Serve as the brand ambassador within the driver community to maintain transparency and build trust.
• Monitor and strive to enhance driver satisfaction metrics such as the Net Promoter Score.
• Negotiate and maintain partnerships offering benefits like fuel discounts, vehicle maintenance, and insurance to increase driver earnings and lower costs.
• Analyze driver behavior to develop retention initiatives that reduce churn and sustain top-performing partners.

Candidate Requirements

• Minimum of five years’ experience in operations, consulting, or technology sectors; marketplace experience is highly preferred.
• Bachelor’s degree in Finance, Engineering, or a relevant quantitative discipline.
• Strong data orientation with advanced Excel capabilities; knowledge of SQL is advantageous.
• High initiative with a proactive approach, comfortable operating amid uncertainty and change.
• Exceptional skills in data analysis and logical problem-solving, capable of transforming data into compelling narratives.
• Excellent communication and presentation skills, able to engage both C-suite audiences and individual drivers with clarity and empathy.
• Adaptability in fast-paced environments with a demonstrated bias to prompt action and decision-making.
• Proven track record in managing complex workflows, external vendors, and sizable community networks, with an emphasis on continuous process improvement.

Additional Information

Employees generally spend at least half their time onsite unless fully remote status is approved. Some roles require full-time onsite presence. Eligible candidates may receive bonuses, equity, and various benefits.

Equal Opportunity Statement

The company is committed to inclusive hiring practices and provides equal consideration regardless of gender, sexual orientation, race, religion, disability, veteran status, age, criminal history, or other protected characteristics. Applicants needing accommodations are encouraged to request them.