Job Overview

As an
Operations Executive
, you will play
a key role in ensuring that the daily operations of the ride-hailing app run
smoothly, that customer interactions are handled efficiently, and that any
performance issues with the app are swiftly addressed. Your leadership and
organizational skills will be essential in driving operational success and
enhancing the overall user experience for both customers and team members.

Key Responsibilities:

• 
  Team
  Supervision & Performance Management:

• 
  Supervise the customer
  registration executives and customer support executives to ensure that
  all tasks are carried out efficiently and within the expected timelines.
• 
  Monitor daily team
  performance, set clear expectations, and provide regular feedback and
  support to help team members achieve their goals.
• 
  Conduct regular team meetings
  to align on priorities, address challenges, and ensure smooth
  coordination across roles.
• 
  Ensure that team members
  adhere to company policies, guidelines, and best practices for handling
  customer queries and registration processes.
• 
  Provide training and guidance
  to team members to enhance their skills and improve performance.

• 
  Customer
  Registration Oversight:

• 
  Oversee the customer
  registration process, ensuring that both driver and rider registrations
  are handled accurately, efficiently, and in compliance with all relevant
  regulations.
• 
  Address and resolve any
  registration issues or escalations, ensuring a smooth onboarding
  experience for new users.
• 
  Work with the customer
  registration team to streamline processes and implement improvements to
  minimize wait times and ensure high user satisfaction.

• 
  Customer
  Support Monitoring:

• 
  Supervise the customer
  support team to ensure prompt, courteous, and effective resolution of
  customer inquiries and complaints via phone, chat, or email.
• 
  Monitor support tickets,
  escalating high-priority issues to appropriate teams and ensuring timely follow-up.
• 
  Track and analyze common
  issues raised by customers and provide feedback to the product or
  technical teams for potential improvements to the app or service.

• 
  App
  Performance Monitoring & Issue Resolution:

• 
  Continuously monitor the
  performance of the ride-hailing app, identifying potential technical
  issues, glitches, or disruptions that could affect user experience.
• 
  Work with the technical team
  to report and resolve app-related issues, ensuring minimal downtime and a
  seamless user experience.
• 
  Coordinate with product and
  technical teams to communicate any app updates, improvements, or fixes
  that may impact the customer experience.

• 
  Operational
  Reporting & Documentation:

• 
  Prepare and maintain regular
  operational reports on team performance, customer satisfaction,
  registration status, and app performance.
• 
  Identify trends, bottlenecks,
  or areas of concern and proactively address them to improve operational
  efficiency.
• 
  Ensure accurate documentation
  of team activities, escalations, and resolutions to maintain a
  comprehensive record of operations.

• 
  Collaboration
  with Cross-Functional Teams:

• 
  Collaborate with other teams
  such as marketing, product, and technical support to ensure smooth
  operational processes and alignment on business goals.
• 
  Provide input and suggestions
  to the operations management team for continuous improvement of customer
  experience and operational workflows.
• 
  Any other task that the company might ask to do
  as and when required.

Requirements

Skills & Qualifications:

• 
  Proven experience in operations or customer
  support, ideally within a tech or service-oriented environment.
• 
  Strong leadership and team management skills,
  with the ability to motivate and guide team members effectively.
• 
  Excellent organizational skills, with the ability
  to handle multiple tasks and priorities simultaneously.
• 
  Strong communication and interpersonal skills,
  capable of interacting with both internal teams and customers in a
  professional and positive manner.
• 
  Analytical mindset with the ability to identify
  operational issues and implement practical solutions.
• 
  Detail-oriented with a focus on quality and
  customer satisfaction.
• 
  Proficiency in using customer service software,
  CRM systems, or operational tools.
• 
  Ability to work in a fast-paced, dynamic
  environment and adapt to changing business needs.
• 
  Experience in the ride-hailing or tech industry
  is a plus.

Preferred Qualifications:

• 
  Experience supervising or managing teams in an
  operations or customer service capacity.
• 
  Knowledge of mobile app operations,
  troubleshooting, and performance monitoring tools.
• 
  Fluent in both Kiswahili and English, with strong
  written and verbal communication skills.