<p style="text-align: center;"><strong><em>Location</em></strong><em><span style="font-weight: 400;">: London</span></em></p> <p>We are seeking a highly driven and results-oriented Senior Operations Manager to support our Head of Operations and team in leading and executing our operational strategy for our UK market.
This pivotal role is essential to the efficient operation of our business, directly influencing growth and customer satisfaction.
Reporting to the Head of Operations, you will be responsible for optimizing daily operations, driving performance improvements, and cultivating strong relationships with key stakeholders.
As a key leader, you will be instrumental in delivering the Freenow by Lyft vision locally and ensuring operational excellence.
</p> <h2><strong>YOUR DAILY ADVENTURES WILL INCLUDE:</strong></h2> <ul> <li>Driving key marketplace KPIs by identifying opportunities for growth and implementing initiatives that improve driver acquisition, engagement, quality and retention.
</li> <li>Building and managing driver and fleet partner relationships through regular communication and proactive outreach, helping solve operational issues and serving as the primary escalation point for complex 2nd-level support cases via Zendesk.
</li> <li>Tracking driver performance metrics and behavior to provide targeted coaching that elevates service standards and marketplace efficiency.
</li> <li>Supporting driver acquisition and onboarding to ensure a seamless journey from initial registration to their first completed trips.
</li> <li>Driving platform adoption and feature engagement while gathering actionable driver feedback to continuously inform operational improvements.
</li> <li>Escalation management: Support the team by handling escalated cases with our drivers</li> <li>Collaborating with Central Operations, Product, Marketing, and Support teams to execute local operational projects and roll out new marketplace tools.
</li> <li>Monitoring market trends, competitor act.