The Operations Manager plays a key leadership role in overseeing the daily operations of a ride-hailing business. This includes driver management, service quality, customer satisfaction, operational efficiency, regulatory compliance, and the implementation of strategic initiatives. The Operations Manager ensures smooth, safe, and efficient service delivery while driving continuous improvement across all operational areas.

Key Responsibilities

Fleet and Driver Operations
Manage the end-to-end lifecycle of driver-partners, including onboarding, training, compliance, and performance monitoring.
Ensure drivers comply with safety, service, and regulatory standards.
Resolve operational issues and driver-related concerns swiftly and effectively.
Service Quality and Customer Experience
Oversee service delivery to ensure timely, reliable, and high-quality ride-hailing experiences for users.
Collaborate with customer support teams to address complaints, feedback, and incident resolutions.
Implement initiatives to boost customer satisfaction, loyalty, and retention.
Operational Efficiency and Process Improvement
Monitor key operational metrics (e.g., booking success rate, ETA, cancellation rate, supply-demand balance).
Optimize resource allocation, route efficiency, and service coverage areas.
Identify and resolve operational bottlenecks and implement data-driven improvements.
Compliance and Regulatory Coordination
Ensure adherence to LTFRB and local government transport policies.
Maintain accurate documentation for vehicle registrations, permits, and licenses.
Coordinate with government agencies for audits, inspections, and reporting requirements.
Team Leadership and Development
Lead and mentor a team of operations coordinators, field supervisors, and support staff.
Set performance goals, conduct evaluations, and promote continuous learning.
Build a high-performance culture that aligns with company values and service standards.
Strategic Planning and Reporting
Support executive leadership in crafting and executing strategic operational plans.
Provide insights and reports on KPIs, operational challenges, and business opportunities.
Lead expansion efforts into new geographic markets or service categories.
Bachelors degree in Business Administration, Operations Management, Transportation, or related field.
At least 5 years of experience in operations management, logistics, transport, or tech-enabled services.
Experience in ride-hailing, mobility, or startup environments is a strong advantage.
Strong knowledge of Philippine transport regulations and LTFRB policies.
Proven leadership skills with experience managing cross-functional teams.
Excellent analytical, organizational, and communication skills.
Proficiency in operational tools, reporting software, and mobile technology platforms.

Operations Manager/Supervisor