Senior Operations Manager

Join Freenow by Lyft as a Senior Operations Manager, where you will play a crucial role in executing our operational strategy for the UK market. You will optimize daily operations, drive performance improvements, and build strong relationships with key stakeholders. This position offers a range of benefits, including a sabbatical leave, employee assistance program, mobility benefits card, flexible work options, talent development opportunities, and a birthday off.

Missions

• Optimizing daily operations, driving performance improvements, and cultivating strong relationships with key stakeholders.
• Driving key marketplace KPIs by identifying opportunities for growth and implementing initiatives that improve driver acquisition, engagement, quality and retention.
• Collaborating with Central Operations, Product, Marketing, and Support teams to execute local operational projects and roll out new marketplace tools.

Profil recherché

- You take ownership of operational challenges in a fast-paced environment, proactively managing competing priorities to continuously optimize processes and elevate the driver experience

- At least 5 years experience (with at least 3 years of people management experience), ideally in a Operations or Customer Support environment (extra points if in Mobility, Food Delivery or similar industries)

- Experience handling escalations and conflict management

- You are comfortable proactively engaging with drivers and fleet partners through regular communication and outreach

- Strong project / process management skills - Able to manage both upwards and downwards efficiently

- You communicate clearly and influence stakeholders with confidence

- You are customer-centric while maintaining a strong commercial and operational mindset

- You have good knowledge of Google Workspace or Microsoft Office. Experience with CRM, Zendesk or BI tools is a plus

- You are analytical and use data to prioritize actions, identify opportunities and measure impact