Lead Market Operations - Driver Service Excellence

Lalamove; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

Lalamove in Hong Kong seeks a Lead, Market Operations (Service Quality) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe. Reporting to the Director, Driver Service Management, you will oversee market programs and ensure alignment with growth objectives.

You will review market performance, collaborate with Driver Operations and Platform Growth to ensure quality supply, and implement standardized compliance playbooks

Qualifications

• 5+ years in Operations or Platform Governance within a high-growth marketplace (logistics, food delivery, or ride-hailing).
• Strong stakeholder management and project management experience to drive cross-functional projects.
• Excellent English communication and ability to translate complex problems into actionable plans across regions.

Responsibilities

• Review market performance in terms of Driver Management.
• Collaborate with Driver Operations and Platform Growth to ensure quality supply.
• Equip local market teams with standardized compliance playbooks and infraction governance to protect brand.
• Support the strategy team in defining the Service Quality framework with market feedback.

Skills

Stakeholder management

Project management

Data analysis

Cross-functional collaboration

Job description

Lalamove in Hong Kong seeks a Lead, Market Operations (Service Quality) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe. Reporting to the Director, Driver Service Management, you will oversee market programs and ensure alignment with growth objectives.

You will review market performance, collaborate with Driver Operations and Platform Growth to ensure quality supply, and implement standardized compliance playbooks