Driver Operations Executive

Freenow; Madrid; Presencial; EUR 32.000 - 46.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working arrangements

LinkedIn Learning

Sabbatical & special leave policies

WeRoad partnership

Birthday, 24th + 31st December off

Short term EU work policy

Mobility Credit

Health Insurance

Employee assistance program

Descripción de la vacante

Freenow in Madrid is seeking a Driver Operations Executive to grow and support our driver community, ensuring top marketplace performance. You will manage drivers and fleet partners, onboard new members, and collaborate with cross-functional teams to translate insights into actions that improve operations.

You will use data to identify opportunities, coach drivers, and drive adoption of platform features while staying customer-centric and focused on growth in a fast-paced environment.

Formación

• Experience in operations-related roles is valued.
• Ability to use data to drive improvements.
• Strong communication in Spanish and English.

Responsabilidades

• Drive key marketplace KPIs by identifying growth opportunities and initiatives to improve driver metrics.
• Build and manage driver and fleet partner relationships, providing proactive outreach and issue resolution.
• Track driver performance and coach to raise service standards and marketplace efficiency.
• Support driver onboarding to ensure smooth journeys from registration to first trips.
• Gather driver feedback to inform operational improvements and roll out new tools.

Conocimientos

Customer focus

Analytical thinking

Bilingual ES/EN

CRM familiarity

Herramientas

Zendesk

CRM software

BI tools

Descripción del empleo

Location: Madrid

Join our Driver Operations team at the heart of Freenow's taxi business in Spain. As a Driver Operations Executive, you will play a key role in growing, engaging and supporting our driver community while ensuring we deliver the best possible marketplace performance.

You will manage a portfolio of drivers and fleet partners, acting as their trusted point of contact throughout their journey with Freenow. Whether you're welcoming new drivers to the platform, helping existing partners improve their performance or promoting new initiatives, your work will have a direct impact on the growth and success of our marketplace.

Working closely with Marketplace, Product, Marketing and Central Operations teams, you will translate driver insights into actions that improve marketplace performance, operational excellence and the overall driver experience.

If you enjoy building relationships, solving problems and using data to drive operational decisions, we'd love to hear from you.

• Onsite availability during office hours (Tuesday to Thursday, 09:00–18:30).
• Travel will be required for approximately 30% of the time. Some weeks may involve no travel at all, while others may require being away for 2–4 days.

YOUR DAILY ADVENTURES WILL INCLUDE:

• 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 via Zendesk.
• Tracking driver performance metrics and behavior to provide targeted coaching that elevates service standards and marketplace efficiency.
• Supporting driver acquisition and onboarding to ensure a seamless journey from initial registration to their first completed trips.
• Driving platform adoption and feature engagement while gathering actionable driver feedback to continuously inform operational improvements.
• Collaborating with Central Operations, Product, Marketing, and Support teams to execute local operational projects and roll out new marketplace tools.
• Monitoring market trends, competitor activity, regulatory developments and operational data to produce actionable performance reports and drive KPI growth.

TO BE SUCCESSFUL IN THIS ROLEx:

• You genuinely enjoy building long‑lasting relationships and working closely with people.
• You take ownership of operational challenges in a fast‑paced environment, proactively managing competing priorities to continuously optimize processes and elevate the driver experience.
• You are customer‑centric while maintaining a strong commercial and operational mindset.
• You are comfortable proactively engaging with drivers and fleet partners through regular communication and outreach.
• You are analytical and use data to prioritize actions, identify opportunities and measure impact.
• You communicate clearly and influence stakeholders with confidence in Spanish and English.
• You have good knowledge of Google Workspace or Microsoft Office. Experience with CRM, Zendesk or BI tools is a plus.
• Previous experience in Operations, Marketplace Operations, Customer Success, Sales, Community Management or Account Management is a plus.

BENEFITS & PERKS IN A NUTSHELL:

• Flexible working arrangements
• LinkedIn Learning
• Sabbatical & special leave policies
• WeRoad partnership
• Birthday, 24th + 31st December off
• Short term EU work policy
• Mobility Credit
• Health Insurance
• Employee assistance program

Plus more local benefits depending on your work location!

DIVERSITY, EQUITY & INCLUSION:

Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.

We want you to grow and evolve, bring your true self to work.

ABOUT FREENOW:

Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi‑mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e‑scooters, e‑bikes, e‑mopeds, and public transport within a single app.

In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. Ready for your next ride?