Are you passionate about mobility, technology, and solving real-world problems on the ground? We’re looking for a dynamic and driven Operations Specialist to join our growing ride-hailing team.

Your Role:

Ensure the smooth daily operations of the ride-hailing service by:

– Driving the growth and retention of the driver network,

– Ensuring passenger satisfaction,

– Continuously optimizing operational performance.

Key Responsibilities:

Driver Management

– Oversee the entire driver life cycle: recruitment, onboarding, training, performance monitoring, and evaluation.

– Ensure consistent driver availability on the platform and minimize churn (deactivation or drop-off).

– Handle and resolve operational issues related to drivers: payments, disputes, complaints, and service quality.

Operational Optimization

– Track and analyze key performance indicators (KPIs): acceptance rate, wait time, completion rate, customer satisfaction, etc.

– Identify areas for improvement and implement corrective actions to boost operational efficiency.

– Collaborate closely with product and tech teams to communicate field needs and improve platform functionalities.

Customer Support & Quality Assurance

– Manage critical cases or escalations between drivers and passengers.

– Establish processes to enhance the experience for both drivers and riders.

– Contribute to the development and enforcement of safety, compliance, and quality policies.

Growth & Strategic Projects

– Actively participate in strategic initiatives: launching new cities, activation campaigns, promotions, etc.

– Work with the marketing team to attract new users and retain existing ones.

– Conduct market research and share competitive insights and feedback from the field.

Required Skills:

– Strong analytical skills and proficiency in Excel/Google Sheets (SQL is a plus).

– Excellent communication, negotiation, and conflict resolution skills.

– Ability to thrive in a fast-paced, dynamic, and high-pressure environment.

– Strong organizational skills, autonomy, and results-driven mindset.

– Knowledge of the ride-hailing, transportation, or logistics sector is an asset.

– Proficient in both French and English (spoken and written).

Profile:

– Bachelor’s or Master’s degree in Business, Management, Logistics, Engineering, or a related field.

– 1 to 3 years of experience in operations, consulting, fleet management, logistics, or ride-hailing.

– Entrepreneurial mindset, field-oriented, and hands-on problem solver.

– Willingness to travel and work flexible hours depending on operational needs.