Senior Operations Manager

Freenow by Lyft; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Free Udemy e-learning

Sabbatical & special leave

Subsidised gym membership

Birthday, 24th + 31st December off

Mobility budget

Free language courses

Employee assistance program

Job summary

Freenow by Lyft in the United Kingdom seeks a Senior Operations Manager to lead and execute the UK operational strategy under the Head of Operations. You will optimize daily operations, drive performance, and cultivate strong stakeholder relationships to deliver local growth and customer satisfaction.

You will own driver and fleet partner engagement, oversee escalation handling, and collaborate with Product, Marketing and Support on local projects while monitoring market trends and regulatory

Qualifications

• 5+ years experience with at least 3 years in people management, ideally in mobility or delivery sectors.
• Strong analytical and data-driven approach with KPI focus.
• Experience in Operations or Customer Support environments.
• Proven ability to manage multiple priorities in a fast-paced setting.
• Proficient with CRM, Zendesk or BI tools.

Responsibilities

• Drive marketplace KPIs by growth initiatives for driver acquisition, engagement and retention.
• Build and manage driver and fleet partner relationships; be escalation point for complex cases.
• Coach on performance metrics to raise service standards.
• Support driver onboarding from registration to first trips.
• Collaborate with Central Ops, Product, Marketing and Support on local projects.
• Monitor market trends and regulatory developments; produce performance reports.

Skills

Analytical

Stakeholder mgmt

People management

Project management

CRM tools

Zendesk

Data-driven

Communication

Tools

CRM

BI tools

Google Workspace

Job description

We are seeking a highly driven and results-oriented Senior Operations Manager to support our Head of Operations and team in leading and executing our operational strategy for our UK market. This pivotal role is essential to the efficient operation of our business, directly influencing growth and customer satisfaction. Reporting to the Head of Operations, you will be responsible for optimizing daily operations, driving performance improvements, and cultivating strong relationships with key stakeholders. As a key leader, you will be instrumental in delivering the Freenow by Lyft vision locally and ensuring operational excellence.

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.
• Escalation management: Support the team by handling escalated cases with our drivers
• 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 ROLE:

• 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
• Experience handling escalations and conflict management
• Strong project / process management skills - Able to manage both upwards and downwards efficiently
• 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.
• At least 5 years experience (with at least 3 years of people management experience), ideally in a Operations or Customer Support environment (extra points if in Mobility, Food Delivery or similar industries)

BENEFITS & PERKS IN A NUTSHELL:

• Trust-based working models
• Free Udemy e-learning access
• Sabbatical & special leave policies
• Subsidised gym membership
• Birthday, 24th + 31st December off
• Mobility budget for FREE NOW App
• Free language courses
• Employee assistance program

Plus more local benefits depending on your work location!

*in one of the 10 countries where we have a legal entity: France, Spain, Germany, Austria, Portugal, Italy, UK, Ireland, Poland & Greece

DIVERSITY, EQUITY & INCLUSION:

Freenow by Lyft 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 .