Senior Associate, Market Operations (Service Quality)

Lalamove; Hong Kong; On-site; HKD 360,000 - 600,000; Full time

Job summary

Lalamove is seeking a Senior Associate, Market Operations (Service Quality) to elevate driver service standards, optimize frontline workflows, and strengthen our driver partner community across global markets.

Reporting to the Manager, Driver Service Management, you will monitor local performance, deploy playbooks, and collaborate with Driver Operations and Platform Growth to align quality with regional growth.

Qualifications

• 3+ years of experience in Operations, Market Operations, or Platform Governance in high-growth marketplaces.
• Strong analytical mindset with data-driven problem solving.
• Excellent English communication and cross-functional collaboration.
• Hands-on, proactive, and detail-oriented.

Responsibilities

• Track and analyze market performance across assigned regions.
• Deploy compliance playbooks and service quality protocols locally.
• Collaborate with Driver Operations and Platform Growth to align quality with growth targets.
• Lead cross-functional projects from planning to rollout.
• Gather frontline insights to inform policy updates.

Skills

Operations

Market Operations

Platform Governance

Data analysis

Project management

English communication

Cross-functional collaboration

Problem solving

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, Market Operations (Service Quality) to elevate driver service quality, optimize operational workflows, and champion our driver partner community across the globe.

The Role

Reporting directly to the Manager, Driver Service Management, you will be responsible for driving market success and operational excellence across local driver partner communities. You will serve as the hands-on liaison between global driver service initiatives and local market teams, ensuring that driver service quality, support workflows, and engagement strategies are executed seamlessly on the ground. This role requires a balance of operational grit, cross-border coordination, and a champion mindset to resolve frontline friction and continuously elevate the driver experience.

Core Focus:

• Track & Analyze Market Performance: Monitor day-to-day driver management metrics across assigned markets, identifying operational bottlenecks, service gaps, and opportunities for driver experience enhancement.
• Enable Local Execution & Compliance: Assist in deploying standardized compliance playbooks, infraction governance frameworks, and service quality protocols to local teams, ensuring consistent regional standards while respecting local market dynamics.
• Support Cross-Functional Synergy: Collaborate closely with local Driver Operations and Platform Growth teams to help align supply quality and driver retention efforts with regional growth targets.
• Gather Frontline Insights: Act as a feedback channel between on-the-ground market operations and the central Strategy team, delivering local insights to refine broader driver service policies and quality frameworks.
• Drive Operational Projects: Help manage cross-functional projects from planning to execution, ensuring clear documentation, timely deliverables, and smooth process rollouts across regions.

3+ years of experience in Operations, Market Operations, or Platform Governance within a high-growth marketplace (e.g., Logistics, On-Demand Delivery, or Ride-hailing).

Strong analytical mindset with proficiency in using operational data to diagnose root causes and track key performance indicators.

Solid project management and organizational skills, with a track record of driving cross-functional initiatives to completion.

Excellent communication and interpersonal skills in English to effectively coordinate with diverse, cross-border teams.

Hands-on attitude with a proactive, detail-oriented approach to problem-solving.

High empathy for delivery partners and local market nuances.

Immediate availability is highly preferred.