Senior Manager, Ride Operations

AirAsia; Puchong; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading airline and technology company based in Malaysia is seeking a Senior Manager for Ride Operations. This key position involves strategic leadership, overseeing supply-demand management, and managing a team of managers. The successful candidate should have significant experience in operations within e-commerce or ride-hailing and a track record of driving complex projects. This role is ideal for an individual prepared to tackle challenges and advance into a leadership role.

Qualifications

• Significant experience in a strategic & operations role within e-commerce or ride-hailing.
• Proven track record of team management and driving complex projects.
• Previous experience in management consulting is desirable.

Responsibilities

• Lead projects from ideation to completion, working with the Head of Rides.
• Strategize driver acquisition and retention.
• Evaluate driver performance with the Driver Quality Management System.
• Set KPIs for driver communities and monitor performance.
• Engage with drivers and build relationships to ensure support.
• Streamline processes to enhance driver experience.
• Engage stakeholders related to business operations.
• Analyze data to improve operations experience.

Skills

Analytical skills

Communication skills

Leadership

Problem-solving

Google Workspace

Data interpretation

Tools

Looker Studio

Jira

Job description

Overview

We're looking for a highly strategic and experienced Senior Manager, Ride Operations to join our team. In this critical role, you'll be reporting to the Head of Rides, driving key initiatives and overseeing a significant portion of our supply and demand management within the commercial app and ride-hailing space. You will manage a team of managers and more. The experience and industry knowledge will be instrumental in navigating the complex ecosystem. This is an excellent opportunity for someone who is ready to take on a challenge and grow into a future leadership position.

What Youll Do

• Strategic Leadership & Execution: Lead projects independently from ideation to completion and work closely with the Head of Rides and C-Suite to shape and execute strategic priorities.
• Supply & Demand Management: Strategize driver acquisition, onboarding, and retention to balance the ideal supply-demand ratio while pursuing a profitable business. Monitor operations performance, plan and execute completion rate improvement initiatives, and evaluate effectiveness across scenarios (airport & city, on-demand & advance booking, peak & off-peak hours).
• Quality & Performance: Evaluate driver performance to align with the Driver Quality Management System and achieve targeted Net Promoter Score (NPS).
• Community Management: Set realistic KPIs for driver communities (e.g., Allstar, B2B, Night Shift, Airport Community) and review their performance on a timely basis.
• Driver & Partner Engagement: Actively engage with drivers and build relationships as key stakeholders; ensure driver support (face-to-face and online) to address issues and mitigate disruptions.
• Process Improvement & Automation: Develop, implement, and streamline processes to enhance the driver experience and foster growth through automation and optimization.
• Stakeholder Communication & Collaboration: Engage with internal and external stakeholders who have a direct relationship with business operations.
• Data Analysis & Project Management: Identify and develop projects to improve the operations experience; take accountability for outcomes and ensure delivery on key metrics; analyze data to identify root causes and drive decisions.
• Governance and policies: Manage back-office users and access according to roles; create, adhere to, and enforce regulatory and policy framework.

What Were Looking For

Experience:

• Significant experience in a strategic & operations role within e-commerce, ride-hailing, or a similar app-based technology company.
• Proven track record of managing a team and driving complex projects.
• Previous experience in a management consulting firm is highly desirable.

Skills:

• Exceptional analytical and data-driven problem-solving skills.
• Ability to thrive in a fast-paced, complex, and ambiguous environment.
• Outstanding communication and presentation skills.
• Strong leadership and people management capabilities.
• Proficiency in Google Workspace (Docs, Sheets, Slides, Gmail), with GSheets proficiency being essential.
• Experience interpreting data reports and dashboards, specifically in platforms like Looker Studio. Familiarity with Jira or other ticketing systems is a plus.

Personality:

• Customer-Centricity: A strong commitment to a customer-first mindset, leading by example.
• Leadership & Management: A strong thought leader with proven skills in team management, shift planning, and mentoring. Lead by example and keep managers and leaders updated.
• Problem-Solving & Collaboration: Outstanding problem-solving skills and the ability to collaborate effectively with diverse teams (Product, Data, Business, Operations, Customer Happiness).
• Operational Excellence: Responsible and consistently delivers on time; strong knowledge of user journey management and app-based user experience.
• Communication: Outstanding communication and stakeholder management abilities; proactive and meticulous in approach, always seeking improvements.
• A self-starter who takes ownership and drives projects with a high degree of independence.
• You are resilient, empathetic, and possess a strong passion for helping people.
• You are a humble leader who is not afraid to roll up your sleeves and get work done.

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