Direct reports: Strategy and Operations Associate(s), Community Management Specialist(s)

About the role

The Strategy and Operations Manager defines strategy and owns execution, not one or the other. You'll drive growth and retention across JoyRide's marketplace, both customers and drivers, taking on whatever needs solving: a defined special project, or routine work that currently has no clear owner.

You'll bridge departments where coordination breaks down, and step in directly when a cross-functional issue needs resolving quickly. You'll also lead a team of Associates and Community Management Specialists, assigning them to whichever vertical or project needs them most.

Main tasks and responsibilities

Own marketplace growth, including acquisition and retention for both customers and drivers, from strategy through delivery
Own JoyRide's growth experimentation roadmap: prioritize, run, and scale pilots (e.g. new incentive structures, regional promotions) before rolling them out marketplace-wide
Own KPI monitoring and reporting cadence, giving Operations, Marketing, and BD a single source of truth on marketplace performance
Design and evaluate driver incentive and customer promotion programs
Oversee platform operations health, ensuring the team's monitoring and escalation channels, including the Community Specialist's sentiment tracking, route issues to the right owner quickly
Step into stalled or ambiguous cross-functional initiatives and drive them to resolution
Turn data into clear, decision-ready business cases for senior stakeholders, including market and competitive analysis where relevant
Own regional launches from setup through go-live, then hand off to the Community Management Specialists for ongoing engagement once a region is live
Replace informal, undocumented workarounds with processes that hold up
Assign and manage the Associates and Community Management Specialists across verticals and projects, including special projects that don't have a clear owner, delegating specific tasks to close the gap between departments

About you

4+ years in strategy, operations, consulting, or an equally cross-functional, analytical role
Comfortable structuring ambiguity and owning outcomes with minimal oversight
Strong analytical skills, able to interrogate data and assumptions, with or without SQL
Effective at influencing stakeholders without formal authority
People management experience, or clearly ready for it
On-demand marketplace experience a plus