Operations Manager

Careers International; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading transportation firm in Dubai is looking for a Driver Operations & Coordination leader. The role involves overseeing the complete driver lifecycle, ensuring operational efficiency, and leading a team to deliver exceptional service. Candidates should have at least 5 years of operations experience, preferably in fast-paced environments, and possess strong analytical and leadership skills. This position offers a chance to shape the future of driver operations in a growing marketplace.

Benefits

Competitive salary

Health insurance

Career development opportunities

Qualifications

• 5 years of operations experience, preferably in ride-hailing or logistics.
• Proven experience leading teams in a high-growth environment.
• Familiarity with operations systems and data handling.

Responsibilities

• Oversee the full driver lifecycle from recruitment to offboarding.
• Monitor supply-demand metrics and optimize actions accordingly.
• Ensure high-quality service delivery by working with customer support.

Skills

Analytical skills

Communication skills

Problem-solving mindset

Team leadership

Negotiation skills

Education

Bachelor's degree in Business Operations Management

Tools

Excel

Google Sheets

BI tools

SQL

Job description

a) Driver Operations & Coordination

• Oversee the full driver lifecycle: recruitment onboarding documentation (licensing insurance background checks) activation and offboarding.
• Design and implement driver engagement and retention programs (incentive schemes rewards feedback loops).
• Coordinate with drivers for scheduling shifts and capacity planning based on demand patterns.
• Serve as the escalation point for driver-related issues complaints or disputes; mediate and resolve problems in a timely manner.
• Work closely with driver‑partner support / customer service teams to ensure seamless experience for drivers.

b) Marketplace Management

• Monitor real‑time supply‑demand metrics on the platform (rides driver availability wait times) and take corrective / optimization actions.
• Collaborate with analytics / product teams to propose test and scale operational strategies (dynamic pricing promotions surge management).
• Develop maintain and refine operational dashboards / KPIs: driver utilization ride cancellation rate average pickup time driver satisfaction fulfillment rate.
• Identify bottlenecks in the marketplace operations and propose process improvements or automation.

c) System & Technology Coordination

• Act as liaison between ops and tech teams to ensure the operations platform (dispatching driver app driver management system) supports business needs.
• Help define requirements for system improvements new features or operational workflows in the app or backend.
• Oversee implementation of operational tools: driver CRM telematics dashboards onboarding software etc.
• Ensure data accuracy in operations systems; audit and clean data regularly.

d) Customer Service & Experience

• Ensure high‑quality service delivery for riders (and possibly shuttle / corporate customers) by working with customer support.
• Design and monitor SLAs (service level agreements) for response times complaint resolution and escalation handling.
• Develop and implement SOPs (standard operating procedures) for ride operations safety and incident management.

e) Safety Compliance & Quality

• Implement and enforce safety protocols for drivers and passengers.
• Ensure compliance with relevant local regulatory bodies (e.g. transport authorities licensing insurance).
• Monitor quality metrics (driver ratings ride incidents safety infractions) identify trends and drive corrective measures.
• Conduct regular driver training sessions on safety customer service and app usage.

f) Team Leadership & Development

• Lead manage and develop a team of operations staff (onboarding team driver support quality control dispatch).
• Provide coaching performance feedback and career development for team members.
• Establish clear roles responsibilities and KPIs for the operations team.
• Foster a culture of continuous improvement ownership accountability and empathy with drivers.

g) Budgeting & Cost Management

• Develop and manage the operations budget in collaboration with finance.
• Monitor operational costs (driver incentives support costs technology costs) and identify opportunities for optimization.
• Forecast future driver supply needs incentives costs and resource allocation.

h) Reporting & Strategy

• Prepare regular reports (weekly monthly) for senior leadership on operational performance challenges and opportunities.
• Participate in strategic planning for scaling operations market expansion or cost optimization.
• Work cross‑functionally with product finance marketing and legal teams to align operations with company goals.

Requirements

• Bachelors degree in Business Operations Management Supply Chain Logistics or a related field (MBA or masters degree is a plus).
• 5 years of operations experience preferably in ride‑hailing fleet management logistics transportation or a two‑sided marketplace. (Similar to Careems role)
• Proven experience leading and scaling teams in a fast‑paced high‑growth environment.
• Strong analytical skills and comfort working with data (Excel Google Sheets BI tools or SQL).
• Excellent communication negotiation and interpersonal skills.
• Familiarity with operations systems (dispatch software telematics driver management platforms).
• Problem‑solving mindset with a bias for action and ability to handle ambiguity.
• Knowledge of local regulations relevant to ride‑hailing / transportation is desirable.
• Valid drivers license advantageous but not always required (depending on region).