Operations Specialist – Ride Hailing
Tunis, Tunisia
Operations – Transport /
Full-time /
On-site
Are you passionate about mobility, technology, and solving real-world problems on the ground? We're 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:
- Bachelor’s or Master’s 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.
