Location: London
Our Driver Team is one of our most crucial teams in the UK market. This team is responsible for ensuring that our Taxi and Private Hire Drivers are properly and compliantly supported, onboarded and engaged on our platform. You will be managing a team of 6 Driver Operations Executives, who run our driver Centers in London and make sure that our driver satisfaction and engagement is as high as possible, while providing excellent support to your teams and drivers alike. Are you ready for your next ride?
YOUR DAILY ADVENTURES WILL INCLUDE:
Managing the Driver Onboarding Team (6 employees) and Centers, and own all aspects of Driver Support, Engagement and Onboarding in London
- Ensure that our Driver Satisfaction OKRs are top of mind and reported on regularly
- Ensuring Compliance is paramount in everything that the team does
- Scale our on cab offering across London
- Execute and help define the strategy for Driver Operations in the UK, together with the Head of Operations
- Chair the weekly operational huddle for the UK team
- Escalation management: Support the team by handling escalated cases with our drivers
- Collaborate with Central Teams, such as Document validation, Compliance, Customer Service, Central Marketing, Marketplace and Product in order to optimise our Driver Operations processes and assure maximum efficiency
- Proactively looking out for ways to streamline processes, keeping efficiency top of mind
TO BE SUCCESSFUL IN THIS ROLE:
- At least 5 years experience (with at least 3 years of people management experience), ideally in a Operations or Customer Support environment (extra points if in Mobility, Food Delivery or similar industries)
- Process management and improvement experience
- Experience handling escalations and conflict management
- Strong analytical skills - a data champion, comfortable with handling and presenting data
- Strong project management skills - Able to manage both upwards and downwards efficiently
- A good communicator with sharp presentation skills
BENEFITS & PERKS IN A NUTSHELL:
- Sabbatical & special leave policies
- Birthday, 24th + 31st December off
- Short term EU work policy
- Employee assistance program
Plus more local benefits depending on your work location!
DIVERSITY, EQUITY & INCLUSION:
FREENOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work.
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