Senior Operations Manager

Driving key marketplace KPIs by identifying opportunities for growth and implementing initiatives that improve driver acquisition, engagement, quality and retention.

Building and managing driver and fleet partner relationships through regular communication and proactive outreach, helping solve operational issues and serving as the primary escalation point for complex 2nd-level support cases via Zendesk.

Tracking driver performance metrics and behavior to provide targeted coaching that elevates service standards and marketplace efficiency.

Supporting driver acquisition and onboarding to ensure a seamless journey from initial registration to their first completed trips.

Driving platform adoption and feature engagement while gathering actionable driver feedback to continuously inform operational improvements.

Escalation management: Support the team by handling escalated cases with our drivers

Collaborating with Central Operations, Product, Marketing, and Support teams to execute local operational projects and roll out new marketplace tools.

Monitoring market trends, competitor activity, regulatory developments and operational data to produce actionable performance reports and drive KPI growth.

You take ownership of operational challenges in a fast-paced environment, proactively managing competing priorities to continuously optimize processes and elevate the driver experience.

You are customer-centric while maintaining a strong commercial and operational mindset.

You are comfortable proactively engaging with drivers and fleet partners through regular communication and outreach.

You are analytical and use data to prioritize actions, identify opportunities and measure impact.

You communicate clearly and influence stakeholders with confidence

Experience handling escalations and conflict management

Strong project / process management skills - Able to manage both upwards and downwards efficiently

You have good knowledge of Google Workspace or Microsoft Office. Experience with CRM, Zendesk or BI tools is a plus.

Previous experience in Operations, Marketplace Operations, Customer Success, Sales, Community Management or Account Management is a plus.

At least 5 years experience (with at least 3 years of people management experience), ideally in a Operations or Customer Support environment (extra points if in Mobility, Food Delivery or similar industries)

Trust-based working models

Free Udemy e-learning access

Sabbatical & special leave policies

Subsidised gym membership

Birthday, 24th + 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 your work location!

in one of the 10 countries where we have a legal entity: France, Spain, Germany, Austria, Portugal, Italy, UK, Ireland, Poland & Greece

Freenow by Lyft is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We want you to grow and evolve, bring your true self to work.