Driver Operations Specialist

Department: Market Operations & Supply

Location: South Africa

Description

We are looking for a proactive and results-driven Driver Operations Specialist to oversee and optimize the end-to-end driver lifecycle. This role will focus on attracting, activating, reactivating, and retaining drivers while ensuring operational efficiency and strong performance across multiple territories. The ideal candidate will combine strong analytical skills with leadership capabilities to drive team performance and enhance driver engagement strategies.

Key Responsibilities
• Lead Driver Engagement Processes: Oversee and optimize activities focused on attracting, activating, reactivating, and retaining drivers, ensuring process efficiency and effectiveness.
• Mentor and Drive Team: Provide advanced training to agents, offering guidance to enhance their skills, improve performance, and maintain high levels of motivation.
• Monitor and Optimize KPIs: Analyze the driver funnel from app installation to order creation, identify performance trends, and implement data-driven strategies to improve key performance indicators (KPIs) across various territories.
• Design and Implement Motivational Programs: Lead the development and execution of innovative motivational initiatives and training programs to sustain agent engagement and foster growth.
• Develop Activation and Reactivation Strategies: Take ownership of adapting and continuously improving strategies to maximize driver activation and reactivation rates.
• Monitor Call Quality and Scripts: Oversee the development and effectiveness of call scripts, ensure high-quality interactions with users, and test various hypotheses to improve outcomes.
• Coordinate City Launches: Plan and coordinate city launches, setting clear objectives and providing the necessary tools. Travel to new cities to manage on-the-ground recruitment efforts and ensure successful launches.
• Supplier & Recruiter Relationship Management: Manage and strengthen relationships with suppliers and recruiters, serving as the primary point of contact for inquiries, support, and ensuring the success of these partnerships.
• Partnerships engagement: Ensure the best partners line-up providing attractive offer to drivers

Skills, Knowledge & Expertise
• Knowledge of call quality monitoring and script optimization.
• Ability to manage city launches and on-ground driver recruitment.
• Strong stakeholder management and partnership development skills.
• Excellent analytical, problem-solving, and communication skills.

Job Benefits
• Annual Contract to be renewed every year upon mutual agreement & to be deemed indefinite contract after the 2nd year.
• annual leaves as per labor law
• Medical Aid as per company policy.
• financial assistance in the event of major life events