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Driver Operations Manager (Quality of Service)

Location: Split between Home/Office (London, Southwark)

We are currently looking for a Driver Operations Manager. The role will report to the Head of Operations UK and will be responsible for ensuring a great quality of service.

This is a role that offers a variety of responsibilities across Private Hire and Black Cab (Taxi) operations, assisting in ensuring that drivers using the FREE NOW platform are offering the best quality of service possible by identifying and actioning a variety of driver behaviours. This role offers a great managerial opportunity to be involved in a wide range of operational tasks in a fast-paced environment within a growing company.

YOUR DAILY ADVENTURES WILL INCLUDE:

• Manage and own all aspects of the Quality of Service team in the UK
• Ensure that the Quality of Service OKRs are top of mind and reported on regularly
• Assess and analyse tour, driver and feedback data to identify driver behaviours
• Use a variety of tools to reach out to drivers and work with them to ensure they are using the FREE NOW platform properly and relay the need for an excellent quality of service for FREE NOW users
• Track performance of the driver-partners across a number of KPIs on a regular basis
• Present findings, actions and next steps on a weekly basis to direct manager and the wider business
• Manage Live channels to deal with driver behaviour in real-time
• Investigate potential fraudulent activity and ensure it is escalated and mitigated
• Ad-hoc assisting and or management of other supply/driver based initiatives
• Constantly on the lookout for operational efficiencies that lead to scalable improvements in our service

Your profile:

• You thrive in a fast paced, constantly changing working environment
• Experience in an operational or customer facing role. Experience in the ride-hailing or similar industry in operations/tech is a bonus
• You have an eye for detail and a focus on quality in everything you do
• You are personable, managerial and confident and are able to deal with an array of different characters and tailor your communication accordingly
• You are a proactive self-starter who holds themselves and others accountable in reaching goals
• You have an excellent level of written and verbal communication and presentation skills
• You are analytical and data savvy - Experience with SQL is a plus

BENEFITS & PERKS IN A NUTSHELL:

DIVERSITY, EQUITY & INCLUSION:

FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We want you to grow and evolve, bring your true self to work.