Operations Specialist – Ride Hailing

Tunis - Tunisia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Are you passionate about mobility technology and solving real-world problems on the ground Were looking for a dynamic and driven Operations Specialist to join our growing ride-hailing team.

Your Role:

Ensure the smooth daily operations of the ride-hailing service by:

- Driving the growth and retention of the driver network

- Ensuring passenger satisfaction

- Continuously optimizing operational performance.

Key Responsibilities:

Driver Management

- Oversee the entire driver life cycle: recruitment onboarding training performance monitoring and evaluation.

- Ensure consistent driver availability on the platform and minimize churn (deactivation or drop-off).

- Handle and resolve operational issues related to drivers: payments disputes complaints and service quality.

Operational Optimization

- Track and analyze key performance indicators (KPIs): acceptance rate wait time completion rate customer satisfaction etc.

- Identify areas for improvement and implement corrective actions to boost operational efficiency.

- Collaborate closely with product and tech teams to communicate field needs and improve platform functionalities.

Customer Support & Quality Assurance

- Manage critical cases or escalations between drivers and passengers.

- Establish processes to enhance the experience for both drivers and riders.

- Contribute to the development and enforcement of safety compliance and quality policies.

Growth & Strategic Projects

- Actively participate in strategic initiatives: launching new cities activation campaigns promotions etc.

- Work with the marketing team to attract new users and retain existing ones.

- Conduct market research and share competitive insights and feedback from the field.

Required Skills:

- Strong analytical skills and proficiency in Excel/Google Sheets (SQL is a plus).

- Excellent communication negotiation and conflict resolution skills.

- Ability to thrive in a fast-paced dynamic and high-pressure environment.

- Strong organizational skills autonomy and results-driven mindset.

- Knowledge of the ride-hailing transportation or logistics sector is an asset.

- Proficient in both French and English (spoken and written).

Profile:

- Bachelors or Masters degree in Business Management Logistics Engineering or a related field.

- 1 to 3 years of experience in operations consulting fleet management logistics or ride-hailing.

- Entrepreneurial mindset field-oriented and hands-on problem solver.

- Willingness to travel and work flexible hours depending on operational needs.

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Are you passionate about mobility technology and solving real-world problems on the ground Were looking for a dynamic and driven Operations Specialist to join our growing ride-hailing team.Your Role:Ensure the smooth daily operations of the ride-hailing service by:- Driving the growth and retention ...