Senior Associate, Driver Service Management (Strategy & Analytics)

Lalamove; Hong Kong; On-site; HKD 350,000 - 600,000; Full time

Job summary

Lalamove in Hong Kong seeks a Senior Associate, Driver Service Management (Strategy & Analytics) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe. Reporting to the Senior Manager, Driver Service Management, you will lead data-driven analysis and build strategic frameworks powering global driver operations.

You'll collaborate with Regional Product, Tech, and Operations to automate infraction detection, streamline

Qualifications

• 2+ years in a business intelligence or data analytics role.
• Strong SQL skills and ability to translate data into actionable insights.
• Experience with data warehousing concepts is a plus.
• Proficiency with Tableau or similar BI tools for reporting.

Responsibilities

• Define and govern regional Service Quality frameworks with strict compliance.
• Standardize infraction tracking and monitor driver misbehavior with Infraction and Score.
• Lead analytics on infraction trends, failures and compliance metrics.
• Collaborate with Regional Product, Tech and Operations to automate detection and retraining.

Skills

SQL

Tableau

Business Intelligence

English & Chinese

Education

Bachelor's degree in a quantitative field

Job description

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer a lightning-fast, seamless way to book delivery and moving services—anytime, anywhere. As a leading global on-demand delivery platform, we facilitate millions of orders daily by empowering a vast network of delivery partners. With a global workforce of 1,500+ and scaling at an extraordinary pace, we are seeking a Senior Associate, Driver Service Management (Strategy & Analytics) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe.

Reporting directly to the Senior Manager, Driver Service Management, you will lead the data-driven analysis and strategic frameworks that power our global driver service operations. Acting as the analytical powerhouse of the team, you will dive deep into driver operational metrics, churn indicators, support efficiency, and funnel conversion data to extract actionable insights and optimize global processes. This role requires exceptional analytical capability, structured problem-solving, and a track record of translating complex datasets into impactful operational strategies.

Core Focus: Operational Data Modeling & Reporting, Performance Metrics, Predictive Strategy.

What you'll do:

• Define and govern regional Service Quality frameworks centered on driving strict compliance with Community Guidelines, ensuring a safer, fairer, and more reliable platform for all users and driver partners across markets.
• Establish and refine the regional service quality measurement system by standardizing infraction tracking—categorizing individual entries of driver misbehaviour by Infraction and Score to effectively monitor, manage, and reduce platform misconduct.
• Lead deep-dive analytics on regional infraction trends, operational failure points, and compliance metrics to identify systemic drivers of non-compliance and execute targeted quality interventions.
• Partner with Regional Product, Tech, and Operations teams to automate infraction detection, streamline driver retraining mechanisms, and build proactive product features that prevent misbehaviour.

What you'll need:

• At least 2 year of work experience in a business intelligence or data analytics role
• Strong proficiency in SQL
• Knowledge of data warehousing concepts a plus
• Experience using Tableau or other BI Tools for reporting and analyses
• Exposure with Operations or Platform Governance within a high-growth marketplace (e.g. Logistics, Food Delivery, or Ride-hailing) is highly preferred
• High proficiency in both English and Chinese
• Strong communication skills to translate complex problems into actionable plans across different regions

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Founded in Hong Kong Special Administrative Region in 2013, Lalamove is an on-demand delivery platform born with a mission to empower communities by making delivery fast, simple and affordable. At the click of a button, individuals, small businesses and corporations can access a wide fleet of delivery vehicles operated by professional driver partners.

Powered by technology, we seamlessly connect people, vehicles, freights and roads, moving things that matter and bringing benefits to local communities in 12 markets across Asia and Latin America.

Founded in Hong Kong Special Administrative Region in 2013, Lalamove is an on-demand delivery platform born with a mission to empower communities by making delivery fast, simple and affordable. At the click of a button, individuals, small businesses and corporations can access a wide fleet of delivery vehicles operated by professional driver partners.

Powered by technology, we seamlessly connect people, vehicles, freights and roads, moving things that matter and bringing benefits to local communities in 12 markets across Asia and Latin America.