Senior Operations Specialist (TNVS)

About Xpress

Xpress is a Philippines-based mobility and technology company operating ride-hailing, EV and hybrid taxis, motorcycle taxis, concierge services, and corporate transport across Metro Manila and key regional cities.

Our 4-wheel marketplace only works when we have enough active drivers in the right places, at the right times, accepting bookings and earning enough to stay active.

That is what this role helps make happen.

About the Role

We are looking for a Senior Operations Specialist – TNVS to help improve the day-to-day performance of Xpress's TNVS driver marketplace.

This is a hands-on, driver-facing individual contributor role. You will work closely with drivers, Driver Success teams and field operations to understand where supply is weak, why drivers become inactive, what affects their earnings, and what interventions actually improve activity and retention.

You will also work with data. But this is not a desk-only analytics role.

We want someone who can look at the numbers, spot a problem, speak directly with drivers, understand what is really happening on the ground, and help execute the fix.

Success means more productive drivers, stronger retention, better driver earnings and more reliable supply for riders.

What You Will Do

Driver Supply & Daily Operations

• Monitor active 4W driver supply by location, time and day
• Identify areas and periods where rider demand is not being served
• Work with Driver Success and field teams to activate additional supply
• Track attendance, online availability, acceptance, completed trips and productivity
• Respond quickly when driver activity or supply unexpectedly drops
• Support peak periods, events and other high-demand operating windows

Driver Engagement

• Speak directly with drivers to understand earnings, activity and operational issues
• Conduct driver briefings, activations and field engagement
• Build strong relationships with active drivers and driver leaders
• Identify recurring concerns before they become larger retention problems
• Balance listening to drivers with holding them accountable for expected performance and behavior

Activation & Retention

• Track drivers from onboarding through activation, regular activity, inactivity and churn
• Identify drivers whose activity is starting to decline and intervene early
• Segment drivers based on performance, behavior and reasons for inactivity
• Help design and execute targeted reactivation and retention initiatives
• Understand why drivers choose Xpress, why they reduce activity, and what can bring them back

Driver Productivity & Earnings

• Monitor trips per driver, online hours, acceptance, cancellations and earnings
• Identify drivers who are online but not genuinely productive
• Help drivers improve positioning, working hours and understanding of demand
• Determine whether poor performance is caused by driver behavior, weak demand, product issues or operations
• Support improvements that benefit both driver earnings and marketplace performance

Incentives & Driver Programs

• Help design and execute targeted driver incentive programs
• Ensure incentives are solving a specific supply or behavior problem
• Monitor participation, performance and potential gaming
• Measure whether incentives actually create incremental trips or active supply
• Recommend when programs should be changed or stopped

Data & Marketplace Analysis

• Use Excel/Google Sheets, SQL and dashboards to understand driver and marketplace performance
• Analyze supply by geography, time, driver segment and cohort
• Identify trends in activation, retention, churn, acceptance and productivity
• Turn analysis into specific operational actions
• Validate what the data is showing through direct driver and field engagement
• Maintain clear reporting on issues, interventions and results

Cross-Functional Problem Solving

• Work with Product and Technology on app, booking or dispatch issues affecting drivers
• Coordinate with Support, Finance and other teams on payment, account or operational concerns
• Surface recurring driver problems with clear evidence
• Follow issues through until resolution rather than simply forwarding them elsewhere
• Help translate driver feedback into practical improvements

What We're Looking For

• 3–5+ years of experience in operations, mobility, logistics, marketplace operations, field operations or a similar environment
• Experience working directly with drivers, couriers, agents, merchants or other supply-side partners
• Comfortable spending significant time speaking with drivers and working in the field
• Strong analytical skills using Excel/Google Sheets; SQL capability is a strong advantage
• Able to turn data into practical operational decisions
• Experience working with KPIs such as activity, productivity, acceptance, retention or utilization
• Strong communication skills in Filipino/Tagalog and English
• Able to build trust while still holding people accountable
• Strong follow-through and ownership
• Comfortable working in a fast-moving environment where conditions change daily

Experience in ride-hailing, delivery, fleet operations, logistics or another gig-economy marketplace is a strong advantage.

The Ideal Candidate

• Is comfortable being on the ground, not just behind a dashboard
• Likes talking to drivers and understanding what is actually happening
• Uses data to identify where to investigate
• Understands that registered drivers are not the same as active supply
• Can build trust without simply agreeing with every driver concern
• Thinks about driver earnings and Xpress economics together
• Uses incentives carefully rather than as the default solution
• Acts quickly when activity or retention starts deteriorating
• Takes ownership until problems are resolved

What Success Looks Like

Within the first 6–12 months:

• More registered drivers become genuinely active
• Driver activity and retention improve
• Priority zones have stronger and more reliable supply
• Driver productivity and earnings improve
• Acceptance and completion rates strengthen
• Inactive drivers are identified and re-engaged earlier
• Incentives become more targeted and efficient
• Driver feedback reaches the right teams faster
• Supply problems are identified and acted on earlier

Reports to: Operations Management

Location: Pasig City / Metro Manila field operations

Employment Type: Full-time

Work Setup: On-site and field-based, with flexible hours based on operational needs