Senior Operations Manager

Role Overview

This position puts you in charge of the complete driver partner journey—from first sign-up through long-term retention. You will work at the intersection of strategy and operations, using real-time supply and demand data to decide where to recruit, how to onboard efficiently, and what keeps drivers active and motivated. Your work directly determines whether the marketplace has enough reliable drivers on the road and whether those drivers feel valued, heard, and fairly supported.

Key Responsibilities

• Own the driver supply roadmap by designing acquisition plans across multiple channels, balancing cost per acquisition with the need to meet fluctuating market demand.
• Lead referral and ambassador-style programs, including the Uber Hero Network, to build a self-sustaining pipeline of qualified driver applicants.
• Identify, negotiate, and manage fleet partnerships that bring high-volume driver supply into key territories while keeping quality standards intact.
• Optimize the end-to-end onboarding funnel, from application to first trip, by diagnosing drop-off points and implementing changes that improve conversion.
• Set compliance and document verification standards for different product tiers, coordinating with third-party vendors for background checks and credential validation.
• Design and run driver information sessions—both in person and virtual—that prepare new partners for real-world platform expectations and safety requirements.
• Shape driver engagement through multiple touchpoints, including CRM campaigns, social media, podcasts, and roundtable discussions, ensuring consistent and transparent brand communication.
• Track driver satisfaction metrics like NPS and use retention programs, churn analysis, and value-added perks such as fuel or maintenance discounts to keep high-performing drivers active.

Requirements & Qualifications

• At least 5 years of experience in operations, consulting, or a technology company, ideally within a two-sided marketplace or logistics environment.
• A bachelor's degree in finance, engineering, or another quantitative discipline; advanced Excel skills are required and SQL is strongly preferred.
• Strong analytical ability to turn raw data into a compelling narrative that wins support from executive stakeholders while remaining accessible to individual driver partners.
• Comfort with ambiguity and a demonstrated bias to action—you make informed decisions and keep projects moving even when the roadmap or regulatory environment is unclear.
• Proven experience managing complex workflows, third-party vendors, or large distributed networks, with a track record of improving efficiency in every process you touch.
• Excellent presentation and storytelling skills, with the ability to translate metrics into clear, persuasive strategic recommendations.
• Operational excellence in execution—you are a builder who enjoys solving tough operational puzzles from the ground up, not just reporting on them.

What We Offer / Why Join

This role offers the rare chance to lead a high-visibility function where your decisions have an immediate, measurable effect on marketplace health. You will shape driver experience at scale, build partnerships that reduce costs and increase earnings, and own programs that directly influence thousands of working partners. If you want a role that combines data depth with real human impact, this is it.