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 an extra day off for your birthday.

Optimizing daily operations, driving performance improvements, and cultivating strong relationships with key stakeholders.

Responsibilities

• Driving key marketplace KPIs by identifying opportunities for growth and implementing initiatives that improve driver acquisition, engagement, quality and retention.
• Building and managing driver and fleet partner relationships through regular communication and proactive outreach, helping solve operational issues and serving as the primary escalation point for complex 2nd-level support cases.
• You are analytical and use data to prioritize actions, identify opportunities and measure impact

Requirements

• 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

Preferred

• Previous experience in Operations, Marketplace Operations, Customer Success, Sales, Community Management or Account Management is a plus