Senior Operations Manager

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.

Responsibilities

Drive key marketplace KPIs by identifying growth opportunities and implementing initiatives that improve driver acquisition, engagement, quality and retention; Build and manage driver and fleet partner relationships through regular communication and proactive outreach, solving operational issues and serving as the primary escalation point for complex 2nd-level support cases via Zendesk; Track driver performance metrics and behavior to provide targeted coaching that elevates service standards and marketplace efficiency; Support driver acquisition and onboarding to ensure a seamless journey from initial registration to first completed trips; Drive platform adoption and feature engagement while gathering actionable driver feedback to inform operational improvements; Handle escalated cases with drivers; Collaborate with Central Operations, Product, Marketing and Support teams to execute local operational projects and roll out new marketplace tools; Monitor market trends, competitor activity, regulatory developments and operational data to produce actionable performance reports and drive KPI growth

Requirements

Ownership of operational challenges in a fast-paced environment; Customer-centric mindset with a strong commercial and operational focus; Comfortable proactively engaging with drivers and fleet partners through regular communication and outreach; Analytical, using data to prioritize actions, identify opportunities and measure impact; Clear communication and confident stakeholder influence; Experience handling escalations and conflict management; Strong project/process management skills, able to manage both upwards and downwards efficiently; Good knowledge of Google Workspace or Microsoft Office; At least 5 years of experience (with at least 3 years of people management experience), ideally in an Operations or Customer Support environment

Nice to have

Experience with CRM, Zendesk or BI tools; Previous experience in Operations, Marketplace Operations, Customer Success, Sales, Community Management or Account Management; Extra points for experience in Mobility, Food Delivery or similar industries

Benefits

Trust-based working models; Free Udemy e-learning access; Sabbatical & special leave policies; Subsidised gym membership; Birthday, 24th and 31st December off; Partner product discounts; Mobility budget for FREE NOW App; Free language courses; Employee assistance program; Personal development budget; Plus more local benefits depending on work location