Operations Manager

Careers International; Dubai; Sur place; AED 335 000 - 502 000; Plein temps

Résumé du poste

Careers International is seeking an experienced Driver Operations & Coordination lead in Dubai to oversee the full driver lifecycle, design engagement programs, and optimize marketplace dynamics. You will coordinate scheduling, ensure regulatory compliance, and lead a team focused on safety and service quality.

You will collaborate with analytics, product, and finance teams to implement scalable operations, monitor KPIs, and drive cost-effective improvements in a high-growth ride-hailing

Qualifications

• 5+ years of operations experience in ride-hailing, fleet management, logistics, or a two-sided marketplace.
• Proven experience leading and scaling teams in fast-paced, high-growth environments.
• Strong analytical skills and comfort with data (Excel, Google Sheets, BI tools, SQL).
• Excellent communication, negotiation, and interpersonal skills.
• Familiarity with operations systems (dispatch software, telematics, driver management platforms).
• Knowledge of local regulations relevant to ride-hailing/transportation is desirable.

Responsabilités

• Oversee the full driver lifecycle: recruitment, onboarding, licensing, insurance, background checks, activation and offboarding.
• Design and implement driver engagement and retention programs (incentives, rewards, feedback loops).
• Coordinate scheduling, shifts, and capacity planning based on demand patterns.
• Escalate driver-related issues and mediate resolutions in a timely manner.
• Work with driver-partner support to ensure a seamless driver experience.
• Monitor real-time supply-demand metrics and optimize actions.
• Develop and refine dashboards / KPIs for driver utilization and ride metrics.
• Identify bottlenecks and propose process improvements or automation.
• Act as liaison between ops and tech to ensure platforms support business needs.
• Define requirements for system improvements and new features.
• Oversee implementation of operational tools and ensure data accuracy.
• Prepare weekly/monthly leadership reports and contribute to strategic planning.

Connaissances

Analytical skills

Communication skills

Leadership

Negotiation

Interpersonal skills

Excel

SQL

BI tools

Data-driven mindset

Formation

Bachelor’s degree in Business/Operations Management/Supply Chain/Logistics

MBA or master’s degree (plus)

Outils

Dispatch software

Telematics

Driver management platforms

Description du poste

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.

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.

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.

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.

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.

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.

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.

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

• Bachelor’s degree in Business, Operations Management, Supply Chain, Logistics, or a related field (MBA or master’s degree is a plus).
• 5+ years of operations experience, preferably in ride-hailing, fleet management, logistics, transportation, or a two-sided marketplace. (Similar to Careem’s 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 driver’s license advantageous but not always required (depending on region).