Overview
Operations Manager, Driver, Kenya Jobs in Nairobi, Nairobi County, Kenya at Uber
Title: Operations Manager, Driver, Kenya
Company: Uber
Location: Nairobi, Nairobi County, Kenya
About The Role
As a Driver Operations Manager, you will be the heartbeat of our supply growth and retention strategy. You are responsible for the end-to-end driver lifecycle-ensuring we have the right number of drivers on the road, a seamless onboarding experience, and a highly engaged community. You will blend data-driven strategy with "on-the-ground" execution to build a sustainable and satisfied driver partner network.
What The Candidate Will Do 2. Onboarding & Funnel Optimization 3. Driver Engagement & Community 4. Experience, Earnings & Retention What the Candidate Will Need:
- Supply Strategy & Growth
- Acquisition Strategy: Design and execute the roadmap for driver growth, utilizing diverse channels to ensure supply meets real-time market demand.
- Channel Management: Lead the Uber Hero Network and other referral programs to optimize acquisition costs.
- Fleet Partnerships: Identify, originate, and manage strategic fleet partnerships to scale supply in key territories.
- Funnel Management: Own the driver onboarding journey, identifying friction points to improve conversion rates from "Sign-up" to "First Trip."
- Compliance & Verification: Define document requirements for various product tiers; manage third-party vendors for background checks and document verification.
- Educational Programming: Design and facilitate Driver Information Sessions (on-site and digital) to set new partners up for success.
- Multi-Modal Communication: Lead the driver engagement strategy across CRM, social media, podcasts, and in-person roundtables.
- Feedback Loops: Establish robust mechanisms to capture driver sentiment and translate feedback into actionable product or operational improvements.
- Brand Advocacy: Act as the primary voice of the brand within the driver community, ensuring transparency and trust.
- Satisfaction Metrics: Monitor and improve Driver NPS (Net Promoter Score) and overall platform satisfaction.
- Value-Added Partnerships: Negotiate and manage partnerships (fuel discounts, vehicle maintenance, insurance) that boost driver take-home pay and reduce operational costs.
- Churn Mitigation: Analyze driver behavior to implement retention programs that keep top-tier partners active on the platform.
- Min 3 years in Ops, Consulting, or Tech (Marketplace experience preferred)
- Bachelor's degree in Finance, Engineering, or a related quantitative field.
- Data-driven mindset with advanced Excel skills (SQL preferred)
- High "Bias to Action," comfort with ambiguity, and expert presentation skills.
- Analytical & Logical Problem Solving: You don't just report data; you use it to tell a story. You possess a deeply data-driven approach to identifying where problems exist, paired with the logical reasoning required to solve complex operational puzzles from the ground up.
- Strategic Communication & Storytelling: Beyond standard updates, you excel at building presentations with compelling storylines. You can translate raw metrics into a narrative that secures buy-in from C-suite executives, while maintaining the empathy and clarity needed to engage with individual driver partners.
- Adaptability & Bias to Action: You thrive in high-pressure environments and possess a natural bias to action. You are comfortable working with ambiguity, capable of making informed decisions and moving projects forward even when the roadmap isn't fully defined or regulatory landscapes shift.
- Operational Excellence: Proven experience managing complex workflows, 3rd-party vendors, or large-scale community networks. You have a "builder" mentality and a track record of improving efficiency in every process you touch.
