Senior Operations Officer

About the role

The Senior Operations Officer will support and monitor daily operational activities to ensure smooth, efficient, and reliable service delivery across our platform. You will work closely with cross‑functional teams to identify gaps, analyse performance trends, and drive improvements in supply‑demand balance.

Key responsibilities

• Monitor daily operational performance and key KPIs such as ride fulfillment, captain availability, acceptance and cancellation rates.
• Identify operational gaps, service issues, and performance trends, and propose corrective actions.
• Support the improvement of supply‑demand balance across locations and time periods.
• Coordinate with internal teams to resolve operational issues and ensure timely follow‑up.
• Prepare daily, weekly, and monthly operational reports.
• Analyse operational data and provide recommendations to improve performance and efficiency.
• Monitor compliance with operational processes and service standards.
• Participate in operational projects, campaigns, and new initiatives.
• Support root‑cause analysis for recurring operational issues.
• Handle escalated operational cases and ensure appropriate resolution.

Required profile

• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, Logistics, or a related field.
• 3–5 years of relevant experience in Operations or a similar role, preferably in ride‑hailing, mobility, logistics, delivery, e‑commerce, or technology companies.
• Strong analytical and problem‑solving abilities.
• Excellent communication and coordination skills.

Required skills