Operations Manager Limousine | Dubai

Moove; Dubai; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading mobility platform is looking for a Customer Service Manager in Dubai. This role involves leading the Customer Service team, overseeing driver onboarding processes, and ensuring compliance with UAE regulations. Candidates should have a Bachelor's degree and at least 5 years of experience in customer service or driver onboarding. The position offers the opportunity to work in a fast-paced environment and create meaningful change in the mobility sector.

Qualifications

• 5 years of experience in Customer Service and/or Driver Onboarding.
• Strong knowledge of UAE labor law and regulations.
• Experience managing teams in a fast-paced operational environment.

Responsibilities

• Lead the Customer Service team to support drivers.
• Oversee the full driver onboarding process.
• Collaborate with Fleet Finance and Ops teams for issue resolution.
• Train and mentor the CS & onboarding team.

Skills

Excellent communication

Conflict resolution

Problem-solving skills

Team management

Knowledge of UAE labor law

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems (HubSpot, Zendesk)

MS Office Suite

Google Sheets

Job description

About Moove

Moove is building the worlds largest fleet and best-in-class technologies that power mobility platforms. Its flagship Drive-to-Own (DTO) product democratises access to vehicle ownership with a revolutionary revenue based financing model enabling underserved mobility entrepreneurs to thrive.

Mooves growth has been fuelled by its global Uber partnership and support of leading investors and lenders including Uber Mubadala BlackRock MUFG and many others. With operations now spanning 19 cities across 6 continents — Africa, Asia, Europe, North America, South America and the Middle East — Moove continues to expand its offerings through strategic acquisitions and partnerships with industry leaders including Waymo and Uber. Moove is transforming mobility to make it safer more efficient and accessible to all while providing economic opportunities and supporting skills development in the mobility sector.

What You’ll be Doing

Customer Service Management

• Lead the Customer Service (CS) team to deliver timely professional and empathetic support to drivers.
• Develop and implement customer service processes to resolve driver issues, escalations and complaints.
• Monitor key service metrics (response time, resolution rate, driver satisfaction) and drive continuous improvement.
• Ensure compliance with UAE labor laws, visa/renewal processes, RTA regulations and Moove policies in all driver‑related interactions.

Driver Onboarding & Engagement

• Oversee the full driver onboarding process including documentation, RTA licensing, background checks and platform activation.
• Conduct orientation sessions to familiarize drivers with Moove policies, vehicle usage, telematics and Uber/Careem guidelines.
• Ensure smooth transition of new drivers into operations and performance alignment within the first 30 days.
• Design and implement driver engagement programs to enhance retention, morale and productivity.

Operational Excellence

• Collaborate with Fleet Finance and Ops teams to ensure seamless communication and issue resolution.
• Track driver performance, flag underperformance and coordinate action plans with Operations.
• Manage CS & onboarding reports highlighting key trends, challenges and improvements to leadership.
• Leverage technology solutions (CRM, telematics dashboards, onboarding tools) to streamline processes.

Leadership & Team Development

• Train, coach and mentor the CS & onboarding team to deliver consistently high performance.
• Foster a culture of empathy, accountability and excellence in customer and driver interactions.
• Act as the escalation point for complex driver cases and ensure timely resolution.

What You will need for this position

• Bachelor's degree in Business Administration, Operations or related field.
• 5 years of experience in Customer Service and/or Driver Onboarding preferably within the limousine, ride‑hailing, fleet or mobility sector.
• Strong knowledge of UAE labor law, visa/renewal policies and RTA limousine regulations.
• Excellent communication, conflict resolution and problem‑solving skills.
• Experience managing teams in a fast‑paced operational environment.
• Proficiency in CRM systems (HubSpot, Zendesk, etc.), MS Office Suite and Google Sheets.

Who You’ll Be Working with:

Directly reporting to our Country Manager and closely working with our Operations Team.

About the team

Our team is collaborative, positive, curious and engaged. We think fast, work smart, laugh often and are looking for like‑minded people to join us in our mission to disrupt vehicle ownership and make financial freedom within reach.

Moove is strongly committed to diversity within its community. The Company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

Pre-hiring Notice: Moove relies on the accuracy of information contained in employment applications as well as the accuracy of other data presented throughout the hiring process and during employment. Any misrepresentations, falsifications or material omissions in any information or data provided by an applicant may result in the applicant being excluded from further consideration for employment or, if an individual has already been hired, termination of employment.

EEO Statement: Moove is an equal opportunity employer and does not discriminate on the basis of gender, race, sexual orientation, marital status, religion, political affiliation or any other protected characteristic.