Operations Manager

Dubai Taxi Company; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading transportation firm seeks an Operations Manager to oversee driver and partner operations. The role involves managing acquisition, performance, and compliance while optimizing marketplace dynamics. Ideal candidates have extensive experience in operations management and strong analytical skills. The position is based in Dubai with potential opportunities for dynamic work environments.

Qualifications

• Minimum 5 years of experience in Operations Management, with at least 2 years in a leadership role.
• Strong analytical skills and proficiency in analytical tools.
• Understanding of two-sided marketplace dynamics.

Responsibilities

• Manage the driver/partner lifecycle from onboarding to retention.
• Optimize supply/demand equilibrium in real-time.
• Drive operational improvements and streamline processes.

Skills

Analytical skills

Multitasking skills

Communication skills

Problem-solving mindset

Education

Bachelor’s degree in operations, logistics or supply chain management

Master’s degree in a related field

Tools

Excel

Google Sheets

Business Intelligence tools (Tableau, Looker, Power BI)

SQL

Job description

Job Purpose

The role will be responsible for the end-to-end management, optimization, and scaling of both the supply side (Driver/Partner Operations) and the demand-supply equilibrium (Marketplace dynamics). This role requires a strong analytical foundation, operational rigor, and excellent people management skills to ensure a reliable, efficient, and high-quality service platform.

Key Accountabilities

Driver/Partner Operations Management (Supply)

• Acquisition & Onboarding: Oversee and optimize the entire driver/partner lifecycle from lead generation and conversion to background checks, training, and successful activation.
• Performance & Retention: Develop and implement strategies to improve driver performance metrics (e.g., acceptance rate, cancellation rate, service quality/rating) and reduce churn through effective incentive programs, communication, and support.
• Compliance & Fleet Health: Ensure all drivers and vehicles meet regulatory and company compliance standards. Monitor and manage overall supply health and capacity planning.
• Driver Support: Manage the efficiency and quality of the driver support channels (in-person, virtual, call center) to ensure quick resolution of issues and a high level of partner satisfaction.

Marketplace & Platform Optimization (Equilibrium)

• Real-time Management: Monitor and manage the platform's supply/demand equilibrium in real-time, especially during peak hours and high-demand events, to maximize efficiency and minimize user wait times/driver idle time.
• Pricing & Incentives: Work closely with the central pricing and analytics teams to design, test, and execute local pricing strategies and driver incentive structures that effectively balance marketplace liquidity and profitability.
• Forecasting & Planning: Develop accurate supply forecasts based on anticipated demand trends, seasonality, and local events to proactively manage operational readiness.
• Platform Quality: Identify and resolve systemic issues impacting marketplace performance, such as fraudulent activity, unfair allocation, or technology glitches, in collaboration with Product and Tech teams.

General Operations, Strategy & Management

• Process Improvement: Continuously identify operational bottlenecks and drive initiatives to streamline processes, automate tasks, and improve overall operational efficiency and cost-effectiveness.
• Analytics & Reporting: Own key operational dashboards. Analyze performance data to generate actionable insights and prepare regular reports on driver/marketplace health for senior management.
• Team Leadership: Recruit, train, mentor, and manage a team of operations specialists and associates. Foster a data-driven, high-performance culture within the team.
• Cross-Functional Collaboration: Serve as the primary operational liaison with local and central teams across Marketing, Product, Finance, Legal, and Customer Service.

Education

• A minimum of bachelor’s degree in operations, logistics and supply chain management, or equivalent is required.
• A master’s degree in operations, logistics, supply chain management, or equivalent in a related field is a plus.

Job Requirements

• A minimum of 5 years of experience in Operations Management, with a minimum of 2 years in a leadership role within a high-growth, tech-enabled, or marketplace business (e.g., ride-hailing, e-commerce, logistics, delivery).
• Strong analytical skills, with proficiency in Excel/Google Sheets, and experience with BI tools (e.g., Tableau, Looker, Power BI) and SQL.
• Deep understanding of two-sided marketplace dynamics, supply/demand elasticity, and operational levers for optimization.
• Excellent organizational and multitasking skills, with the ability to prioritize and meet deadlines in a dynamic environment.
• Effective communication and interpersonal skills to engage with driver partners, fleet owners and internal teams.
• A problem-solving mindset with a passion for finding innovative solutions to operational challenges.
• Previous experience in the ridesharing, logistics, or gig economy sectors is an advantage but not required.

Education

• A minimum of bachelor’s degree in operations, logistics and supply chain management, or equivalent is required.
• A master’s degree in operations, logistics, supply chain management, or equivalent in a related field is a plus.

Preferred Certifications

• Preferred certifications such as Lean Sigma is a plus.