Head of Driver Operations

We are seeking a dynamic and experienced Head of Driver Operations to lead our driver-related functions, focusing on acquisition, engagement, and retention strategies. This is a pivotal role in ensuring the success of our driver community while supporting the growth and efficiency of our operations.

Key Responsibilities

Driver Acquisition

1. Develop and execute data-driven strategies to scale driver onboarding and ensure a healthy supply of active drivers across all operational areas.
2. Optimize recruitment funnels to maximize driver sign-ups and minimize onboarding time.
3. Collaborate with marketing and partnerships teams to design campaigns that attract high-quality drivers.
4. Analyze market trends and competitor activities to ensure competitive positioning in driver acquisition efforts.

Driver Engagement

1. Build and execute initiatives to foster strong relationships with drivers, ensuring they feel valued and supported.
2. Oversee the implementation of communication strategies, including newsletters, app notifications, and in-app features, to keep drivers informed and engaged.
3. Leverage data insights to identify challenges faced by drivers and address them proactively.
4. Partner with product and operations teams to enhance the driver experience through technological and operational improvements.

Driver Retention

1. Design retention programs, incentives, and recognition initiatives to minimize churn and improve driver satisfaction.
2. Monitor and analyze retention metrics, identifying opportunities to enhance loyalty and lifetime value.
3. Address grievances and implement effective resolution processes to build trust and maintain high driver morale.
4. Continuously assess and improve compensation structures and benefits to ensure competitiveness.

Leadership and Strategy

1. Lead and manage a team of driver operations professionals, fostering a culture of performance and collaboration.
2. Set clear KPIs and performance benchmarks for the driver operations team.
3. Partner with analytics teams to forecast supply needs and adapt strategies accordingly.
4. Represent the voice of the driver in cross-functional discussions and decision-making processes.

Qualifications and Skills

1. Bachelor's degree in Business, Operations Management, or a related field (MBA or equivalent preferred).
2. 8+ years of experience in operations, supply chain management, or a related field, with at least 3 years in a leadership role.
3. Proven track record of scaling acquisition, engagement, and retention programs in a fast-paced environment.
4. Exceptional analytical skills with the ability to leverage data for decision-making.
5. Strong leadership skills with the ability to inspire and manage diverse teams.
6. Excellent communication and interpersonal skills to build relationships with internal stakeholders and external partners.
7. Deep understanding of the ridesharing or gig economy landscape is a strong plus.