Head of Operations

GSM | XanhSM Co.,LTD; Jakarta Pusat; On-site; IDR 400,000,000 - 800,000,000; Full time

Job summary

GSM | XanhSM Co.,LTD is seeking a Head of Operations (Branch Director) to lead our city expansion and oversee daily driver and fleet operations. The role focuses on efficiency, service quality, and strong driver performance, with responsibility for the Operations team and performance metrics.

You will drive continuous improvements across operations, monitor KPIs, and ensure compliance with safety and SOPs in a fast-paced environment.

Responsibilities

• Oversee daily driver operations to ensure smooth, efficient, and reliable service delivery.
• Manage Fleet and Driver Partners, including onboarding, engagement, performance monitoring, and issue resolution.
• Monitor key operational KPIs such as fleet utilization, driver productivity, trip completion, cancellation, and vehicle availability.
• Identify operational issues, handle escalations, and coordinate timely solutions with relevant teams.
• Ensure driver and fleet compliance with SOPs, safety, service standards, and operational policies.
• Analyze operational data and prepare reports to identify improvement opportunities and support management decisions.
• Lead and coach the Operations team to achieve operational targets and continuously improve driver and customer experience.
• Oversee daily driver operations to ensure smooth, efficient, and reliable service delivery.
• Manage Fleet and Driver Partners, including onboarding, engagement, performance monitoring, and issue resolution.
• Monitor key operational KPIs such as fleet utilization, driver productivity, trip completion, cancellation, and vehicle availability.
• Identify operational issues, handle escalations, and coordinate timely solutions with relevant teams.
• Ensure driver and fleet compliance with SOPs, safety, service standards, and operational policies.
• Analyze operational data and prepare reports to identify improvement opportunities and support management decisions.
• Lead and coach the Operations team to achieve operational targets and continuously improve driver and customer experience.

Job description

Responsibilities

We are looking for a

• Oversee daily driver operations to ensure smooth, efficient, and reliable service delivery.
• Manage Fleet and Driver Partners, including onboarding, engagement, performance monitoring, and issue resolution.
• Monitor key operational KPIs such as fleet utilization, driver productivity, trip completion, cancellation, and vehicle availability.
• Identify operational issues, handle escalations, and coordinate timely solutions with relevant teams.
• Ensure driver and fleet compliance with SOPs, safety, service standards, and operational policies.
• Analyze operational data and prepare reports to identify improvement opportunities and support management decisions.
• Lead and coach the Operations team to achieve operational targets and continuously improve driver and customer experience.

Responsibilities

We are looking for a Head of Operations (Branch Director) for City Expansion to lead our daily driver and fleet operations, ensuring operational efficiency, service quality, and strong driver performance. This role will oversee the Operations team, manage driver and fleet performance, monitor key operational KPIs, and drive continuous improvements across our operations.

• Oversee daily driver operations to ensure smooth, efficient, and reliable service delivery.
• Manage Fleet and Driver Partners, including onboarding, engagement, performance monitoring, and issue resolution.
• Monitor key operational KPIs such as fleet utilization, driver productivity, trip completion, cancellation, and vehicle availability.
• Identify operational issues, handle escalations, and coordinate timely solutions with relevant teams.
• Ensure driver and fleet compliance with SOPs, safety, service standards, and operational policies.
• Analyze operational data and prepare reports to identify improvement opportunities and support management decisions.
• Lead and coach the Operations team to achieve operational targets and continuously improve driver and customer experience.

Requirements

• Minimum 8 years of experience in taxi, transportation, fleet, mobility, or related operations.
• Proven experience managing driver partners, driver acquisition, onboarding, engagement, and operational performance.
• Experience in vehicle and asset management, including vehicle utilization, availability, maintenance, and operational readiness will be a strong plus
• Experienced in managing operational teams and multiple stakeholders.
• Strong leadership, communication, negotiation, and problem-solving skills.
• Strong analytical and decision-making skills with a data-driven approach.
• Able to work in a fast-paced operational environment and handle operational escalations effectively.