At a Glance
- Tasks: Lead and optimise operations to drive growth and enhance customer satisfaction.
- Company: Join a dynamic team at FreeNow by Lyft, a leader in mobility solutions.
- Benefits: Enjoy flexible working, free e-learning, gym discounts, and more perks!
- Other info: Diverse workplace committed to inclusion and personal development.
- Why this job: Make a real impact in a fast-paced environment while developing your career.
- Qualifications: 5+ years in operations with strong people management and analytical skills.
The predicted salary is between 36000 - 44000 £ per year.
London We 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 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 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)BENEFITS & PERKS IN A NUTSHELL: 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 DIVERSITY, 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.
Sr. Director, Business Operations 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.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Director, Business Operations in London
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Sr. Director, Business Operations at FreeNow!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like FreeNow or be willing to refer you for that Sr. Director, Business Operations position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from FreeNow who’s on the lookout for their next Sr. Director, Business Operations star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Sr. Director, Business Operations role at FreeNow!
We think you need these skills to ace Sr. Director, Business Operations in London
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at FreeNow. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at FreeNow
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at FreeNow. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
