Director of Central Operations

FREENOW; London; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

An established industry player seeks a dynamic Director of Central Operations to lead supply and quality initiatives across multiple markets. This role is pivotal in driving performance through strategic oversight of key performance indicators (KPIs) and fostering collaboration between central and local teams. The ideal candidate will bring over a decade of operational experience, particularly within platform businesses, and a proven track record in leadership. Join a forward-thinking company that values flexibility, diversity, and professional growth, offering a vibrant work culture and numerous perks to enhance your career journey.

Benefits

Flexible working arrangements

Sabbatical & special leave policies

WeRoad Partnership

Birthday off

Mobility credit

Health insurance

Employee assistance program

Qualifications

• 5+ years in a leadership role in platform business, ideally ride hailing.
• 10+ years of experience in Operations with strong analytical skills.

Responsibilities

• Define strategy and objectives for Supply Operations and Quality of Service teams.
• Ensure optimal balance of QoS and supply KPIs across all markets.

Skills

Leadership

Analytical Skills

Data Driven Decision Making

Stakeholder Engagement

Education

Primary Business Degree

Master's Degree

Tools

Management Processes

Data Analysis Tools

Job description

Location : We are flexible! Come and join us either in London, Madrid, Barcelona or Dublin

The Director of Central Operations role is responsible for defining the strategy, objectives, roadmap and activities of the Supply Operations and Quality of Service teams to ensure coordinated and effective delivery of our supply side KPIs across all FREENOW markets.

Reporting to the VP Central Operations, the role will require strong leadership and management across local and central teams and will need to balance process improvements and configuration optimisation on an on-going basis.

YOUR DAILY ADVENTURES WILL INCLUDE:

• Ownership of primary supply side KPIs - Active Drivers and Supply Hours. Driver Earnings KPI managed in conjunction with other central teams.
• Ownership of primary QoS KPIs including Driver Behaviour/Ratings, Driver Acceptance Rate, Driver Cancellation Rate and Completion Rate.
• Working with central and local teams to ensure that QoS and supply KPIs are optimally balanced to maximise marketplace health.
• Ensure local market QoS KPIs, initiatives and processes are implemented in line with central design guidance, fostering relationships between central and local teams to ensure the delivery of scalable QoS solutions, best practices deployment and knowledge transfer.
• Overall ownership of driver segmentation and driver value proposition delivery.
• Responsibility for delivery of New Active Driver and activation funnel KPIs, all supply engagement KPIs (Driver Churn, Reactivation and NPS) and EV Transition targets.
• Lead project management roadmap of the area, defining main axes, lines of actions and initiatives, ensuring an efficient allocation of resources, identifying risks and deploying the necessary actions to mitigate them.
• Promote the alignment of the central initiatives to the local reality in each FREENOW market, fostering relationships between central and local teams, to ensure best practices deployment and knowledge transfer.

TO BE SUCCESSFUL IN THIS ROLE:

• Primary business degree or equivalent, Masters degree is a bonus.
• 5+ years in a leadership position in a platform business (ideally in the ride hailing industry)
• 10+ years of experience in Operations
• Experience from other relevant service industries is beneficial.
• Track record of delivering highly effective, efficient and scalable management processes and tools.
• Fluent English and, ideally, one additional language.
• Analytical skills with a track record of data driven decision making.
• Ability to effectively engage with all levels within the organisation.

BENEFITS & PERKS IN A NUTSHELL:

• Flexible working arrangements
• Sabbatical & special leave policies
• WeRoad Partnership
• Birthday, 24th + 31st December off
• 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.

SEE WHAT OUR AWESOME COLLEAGUES SAY ABOUT US:

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