About the Role
As a Driver Operations Manager, you will be the heartbeat of our supply growth and retention strategy. You are responsible for the end-to-end driver lifecycle—ensuring we have the right number of drivers on the road, a seamless onboarding experience, and a highly engaged community. You will blend data-driven strategy with "on-the-ground" execution to build a sustainable and satisfied driver partner network.
Responsibilities
Supply Strategy & Growth
- Acquisition Strategy: Design and execute the roadmap for driver growth, utilizing diverse channels to ensure supply meets real-time market demand.
- Channel Management: Lead the Uber Hero Network and other referral programs to optimize acquisition costs.
- Fleet Partnerships: Identify, originate, and manage strategic fleet partnerships to scale supply in key territories.
Onboarding & Funnel Optimization
- Funnel Management: Own the driver onboarding journey, identifying friction points to improve conversion rates from "Sign-up" to "First Trip."
- Compliance & Verification: Define document requirements for various product tiers; manage third-party vendors for background checks and document verification.
- Educational Programming: Design and facilitate Driver Information Sessions (on-site and digital) to set new partners up for success.
Driver Engagement & Community
- Multi-Modal Communication: Lead the driver engagement strategy across CRM, social media, podcasts, and in-person roundtables.
- Feedback Loops: Establish robust mechanisms to capture driver sentiment and translate feedback into actionable product or operational improvements.
- Brand Advocacy: Act as the primary voice of the brand within the driver community, ensuring transparency and trust.
Experience, Earnings & Retention
- Satisfaction Metrics: Monitor and improve Driver NPS (Net Promoter Score) and overall platform satisfaction.
- Value-Added Partnerships: Negotiate and manage partnerships (fuel discounts, vehicle maintenance, insurance) that boost driver take-home pay and reduce operational costs.
- Churn Mitigation: Analyze driver behavior to implement retention programs that keep top-tier partners active on the platform.
Requirements and Qualifications
- Minimum 3 years of experience in Operations, Consulting, or Tech (Marketplace experience preferred).
- Bachelor's degree in Finance, Engineering, or a related quantitative field.
- BA/BSc/HND qualification.
- Data-driven mindset with advanced Excel skills (SQL preferred).
- High "Bias to Action," comfort with ambiguity, and expert presentation skills.
- Analytical & Logical Problem Solving: Ability to use data to identify problems and solve complex operational puzzles.
- Strategic Communication & Storytelling: Experience building presentations that translate raw metrics into narratives for executive buy-in.
- Adaptability: Comfort working in high-pressure environments where roadmaps aren't always defined.
- Operational Excellence: Proven experience managing complex workflows and 3rd-party vendors.
How to Apply
Interested and qualified candidates should apply online through the Uber recruitment portal by visiting the application link: https://www.myjobmag.co.ke/apply-now/1210227. Please ensure your CV and contact details are up to date before submission.
