LondonWe are seeking a highly driven and results-oriented Senior Operations Manager to support our Head of Operations and team in leading and executing our operational strategy for our UK market. This pivotal role is essential to the efficient operation of our business, directly influencing growth and customer satisfaction. Reporting to the Head of Operations, you will be responsible for optimizing daily operations, driving performance improvements, and cultivating strong relationships with key stakeholders. 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. Support the team by handling escalated cases with our driversCollaborating 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 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 managementStrong project / process management skills - Able to manage both upwards and downwards efficientlyYou 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)BENEFITS & PERKS IN A NUTSHELL:Trust-based working modelsFree Udemy e-learning accessSabbatical & special leave policiesSubsidised gym membershipBirthday, 24th + 31st December offPartner product discountsMobility budget for FREE NOW AppFree language coursesEmployee assistance programPersonal development budgetPlus 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 & GreeceDIVERSITY, EQUITY & INCLUSION: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.
Senior Operations Manager (Permanent) in London employer: FreeNow
Freenow is an exceptional employer that values innovation and collaboration, offering a dynamic work culture where B2B SaaS Sales Managers can thrive. With opportunities for professional growth and the flexibility of remote work, employees are empowered to make meaningful contributions while enjoying a supportive environment. The chance to engage directly with SME taxi companies and influence product development makes this role not only rewarding but also pivotal in shaping the future of transportation solutions.
