Project Manager - Taxi Operations (Transport)

Overview

Job Description

Contract Administration and Authority Representation

• Function as RCMC-GTC's principal day-to-day representative under the Concession Agreements and Operating Licenses, exercising the Authority's rights, approvals, and enforcement decisions across all Taxi Operators.
• Issue formal notices, instructions, approvals, performance warnings, and penalty determinations to Operators within the scope of the delegated mandate.
• Maintain a complete contractual record of decisions, correspondence, Operator submissions, audit findings, deductions, and dispute notifications.
• Enforce Operator behavioral alignment with the Authority's service standards and reporting requirements, including the timely submission of KPI-aligned operational and performance reports in the required format and cadence.

Operations Oversight, Service and Fleet Expansion

• Monitor the day-to-day operations of the citywide taxi service through daily Operator reports, dashboards, and field observations, and confirm that all Operators meet service standards across availability, response time, vehicle quality, driver conduct, and tariff compliance.
• Support the Authority's planning of continuous service and fleet expansion, including the assessment of new Operator submissions, additional vehicles, new operating zones, and the launch of new service lines.
• Review Operator operational plans, fleet introduction plans, deployment schedules, tariff and zone proposals, and seasonal and peak-period plans for Ramadan, Hajj, Umrah, and public holidays, and submit recommendations to the Authority for approval.
• Monitor Operator fleet condition, vehicle inspection records, driver licensing and training compliance, and the operational readiness of new vehicles and Operators entering service.
• Review and coordinate Operator surge plans for daily peaks, public holidays, Ramadan, and Hajj and Umrah operations, and monitor execution in coordination with Operators and the relevant Authorities.
• Coordinate the resolution of inter-Operator boundary issues, zone conflicts, and dispatch interfaces to safeguard a consistent customer experience across the service.

Stakeholder Coordination and Governance

• Represent RCMC-GTC in all relevant meetings, Operator Performance Reviews, and Tariff and Service Change Assessments.
• Coordinate with Government Authorities, Traffic Police, the Ministry of Hajj and Umrah, Civil Defense, and the Transport General Authority (TGA) to secure approvals and operational endorsements required for the service.
• Manage the interface with regulators, auditors, and the Authority's compliance functions in respect of Operator licensing, fare audits, and inspection findings.
• Prepare formal briefings, performance reports, and decision papers for the Project Director and senior leadership of RCMC-GTC.

Performance, Risk and Reporting

• Monitor and analyze Operator performance against the contractual Key Performance Indicators on a daily, weekly, and monthly cadence, and administer the formal performance review and deduction process on behalf of the Authority.
• Maintain the Operations Risk Register, ensuring timely identification, assessment, escalation, and mitigation of risks to service continuity, safety, and Authority reputation.
• Issue daily operations updates and periodic performance reports to the Project Director, the Operations Steering Committee, and senior leadership, supported by data analytics and KPI dashboards.
• Drive early identification and escalation of KPI breaches, service-quality decline, complaint trends, and contractual default.
• Monitor customer-complaint trends, oversee revenue and meter integrity assurance, and review Operator continuous-improvement programs.
• Ensure that all Operators comply with applicable Health, Safety, Security and Environmental requirements as set out in the Concession Agreements and Kingdom regulations.
• Oversee the application of the Operators' safety management systems and incident response arrangements, in coordination with Civil Defense and the relevant Authorities.
• Oversee Operator application of quality management standards across fleet, driver, dispatch, and customer-service requirements.

Skills and Competencies

• Strong command of operations contract administration under concession and franchise agreements, including service level regimes, performance deductions, tariff mechanisms, and license renewal protocols.
• Working knowledge of taxi operations, including fleet management, vehicle inspection, driver licensing and training, dispatch and booking systems, GPS and AVL telematics, fare metering, and customer-experience management.
• Experience with zone-based operations, taxi stands, hotel and pilgrimage-site pick-up management, and the integration of taxi services with parking facilities, transit hubs, and event venues.
• Strong operations performance analysis capability, including KPI dashboarding, data-driven decision-making, root-cause analysis, and familiarity with continuous-improvement methodologies such as Lean and Six Sigma.
• Decisive judgement under pressure, with the ability to assess Operator submissions and live operational data critically and provide clear, evidence-based direction on behalf of the Authority.
• Strong stakeholder management and diplomatic skills, with the ability to represent RCMC-GTC with authority in dealings with Operators, Government bodies, religious and/or community authorities, and Independent Reviewers.
• Proficiency in Microsoft Office and business intelligence tools such as Power BI or Tableau; familiarity with SQL, dispatch and fleet management platforms, and GIS systems is desirable.
• Awareness of sustainability and resilience principles, including fleet electrification, emissions reduction, and monitoring Operator alignment with the Authority's environmental and social objectives.
• Excellent written and verbal communication skills, with the ability to synthesize complex technical and contractual matters into clear briefings, decision papers, and executive reports.
• Cultural awareness and sensitivity is appropriate to the Holy City of Makkah and to the diverse pilgrim and resident population it serves.

Required and Preferred Certifications

Required

Qualifications and Experience

• Bachelor's degree in Transport Management, Logistics, Business Administration, Industrial Engineering, Transportation Engineering, or a related discipline from a recognized university.
• A master’s degree in Transport Management, Business Administration, Operations Management, or a related field is preferred.
• A minimum of fourteen (14) years of progressive professional experience overall, with at least seven (7) years in the oversight or management of taxi, ride-hailing, or public transport operations.
• Demonstrable experience as a Project Manager, Program Manager, or Performance Manager on the client, Authority, or regulator side of a regulated transport service or concession.
• Proven experience in the oversight of multiple licensed Operators under concession or franchise arrangements, including performance monitoring, audit, and enforcement.
• Experience in interfacing with regulators, auditors, traffic authorities, and government bodies in a formal governance environment.
• Experience in the Kingdom of Saudi Arabia or the wider Gulf Cooperation Council region is required.
• Experience in the planning and execution of taxi or public transport operations during high-density peak periods is preferred.
• Familiarity with the regulatory environment of the Holy City of Makkah is highly desirable.
• Demonstrated experience leading multidisciplinary teams in a complex governance environment.