Senior Operations Manager

freenow; Greater London; Sur place; GBP 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Trust-based working models

Udemy e-learning access

Sabbatical & special leave policies

Subsidised gym membership

Birthday policy

Résumé du poste

freenow in London is seeking a Senior Operations Manager to support our Head of Operations and help execute the UK market strategy, optimize daily workflows and drive performance improvements.

You will manage driver and fleet partner relations, monitor KPIs, and collaborate with product, marketing and support teams to deliver operational excellence and growth for Freenow by Lyft.

Qualifications

• 5+ years in operations or related roles with people management.
• Strong analytical skills with data-driven decision making.
• Excellent stakeholder management and communication.
• Experience in fast-paced marketplace operations.
• Customer-centric mindset with commercial awareness.

Responsabilités

• Drive KPI growth and optimize daily operations.
• Coach and manage drivers and partners.
• Lead cross-functional projects with product, marketing, and support.
• Produce actionable performance reports on market trends.
• Escalation management and issue resolution.

Connaissances

Analytical skills

Stakeholder management

People management

Customer-centric

Outils

Zendesk

CRM

BI tools

Google Workspace

Description du poste

Location : London

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,