Job Description

Job Title: Operations Team Lead (NIGHT SHIFT)

Salary Range: Competitive compensation (Base + KPI).

Experience: 4-5 years

Employment Type: Full Time (On-Site)

Working Hours: Night Shifts (10:00 PM – 7:00 AM)

Location: Kathmandu, Nepal

The Operations Team Lead is responsible for overseeing daily operations and dispatch functions to ensure seamless service delivery, operational efficiency, and team performance. This role combines operational leadership with hands-on dispatch management, serving as the primary point of coordination between operations teams, vendors, affiliates, clients, and management. The incumbent will drive process improvements, manage escalations, monitor performance metrics, and support the development of a high-performing operations team.

Key Responsibilities

Operations & Team Management

• Lead and oversee the daily activities of the Operations and Dispatch teams, ensuring smooth and efficient service delivery.

• Implement operational strategies, policies, SOPs, process improvements to enhance efficiency, scalability, service quality and revenue growth of up to $20-30 million annually.

• Act as the liaison between management and frontline teams, ensuring alignment with business objectives.

• Manage workforce scheduling, resource allocation, and operational coverage.

• Monitor team performance, KPIs, and service standards, conducting regular performance reviews and coaching sessions.

• Support employee training, development, and continuous improvement initiatives.

• Handle complex client, affiliate, and operational escalations while maintaining high levels of customer satisfaction.

Dispatch Operations

• Supervise daily dispatch activities, ensuring accurate and timely ride assignments based on service requirements, vehicle availability, and client expectations.

• Monitor real-time trip progress and proactively resolve delays, cancellations, route deviations, and service disruptions.

• Optimize dispatch workflows to improve operational efficiency, response times, and service reliability.

• Ensure compliance with dispatch procedures, service standards, and company policies.

Vendor & Affiliate Management

• Serve as the primary operational point of contact for vendors and affiliate partners during service delivery.

• Monitor vendor performance, dispatch accuracy, on-time performance, and adherence to company standards.

• Collaborate with Vendor Relations and Account Management teams to address performance concerns and identify improvement opportunities.

• Ensure effective utilization of company systems and communication platforms by vendors and affiliates.

Reporting, Analysis & Process Improvement

• Utilize operational and dispatch systems to monitor service delivery and team performance.

• Analyze operational data, identify trends and bottlenecks, and recommend process improvements.

• Generate reports on KPIs, operational efficiency, service levels, and vendor performance.

• Support the implementation of system enhancements and automation initiatives in collaboration with relevant teams.

Issue Resolution & Compliance

• Resolve operational and dispatch-related issues, including service failures, vehicle breakdowns, chauffeur no-shows, delays, and customer escalations.

• Develop contingency plans to minimize service disruptions and ensure business continuity.

• Ensure compliance with company policies, service standards, client requirements, and applicable regulations.

• Conduct regular audits and quality checks to maintain operational accuracy and service excellence.

Cross-Functional Collaboration

• Work closely with Customer Service, Sales, Account Management, Vendor Relations, and Technology teams to ensure seamless service delivery and client satisfaction.

Qualifications & Requirements

• Bachelor's degree in Business Administration, Operations Management, Logistics, or a related field.

• 4–5 years of experience in operations, dispatch, logistics, transportation, customer service, or a similar leadership role.

• Proven experience leading teams in a fast-paced operational environment.

• Proven track record of scaling business units or operations in annual revenue, preferably in a BPO, SaaS, tech-enabled services, or BPO environment.

• Strong understanding of dispatch operations, workforce planning, scheduling, and service delivery management.

• Demonstrated ability to manage KPIs, implement process improvements, and drive operational excellence.

• Strong leadership, communication, problem-solving, and decision-making skills.

• Proficiency in Microsoft Office Suite and operational management tools; experience with platforms such as Monday.com is an advantage.

• Experience working with vendors, affiliates, and client-facing operations is preferred.

• Ability to work night shifts and effectively collaborate with U.S.-based stakeholders and clients.

• Flexible and adaptable to dynamic business needs and changing operational demands.

Why Join?

• Lead the growth of apremium global brandwith expansion opportunities.

• Autonomy toshape strategy, build teams, and drive innovation.

• Competitive compensation (Base + KPI).