Operations Manager - Ride-Hailing

About the role

Careers International is recruiting an Operations Manager in Dubai for a ride-hailing business. The role covers driver operations, marketplace performance, customer experience, safety and compliance, team leadership and budgeting, and works closely with product, analytics and customer support teams.

Key responsibilities

• Manage the full driver lifecycle (recruitment, onboarding, documentation, activation, offboarding) and run engagement and retention programs
• Coordinate driver scheduling, shifts and capacity planning, and act as escalation point for driver issues
• Monitor real-time supply-demand metrics and work with analytics and product teams on dynamic pricing, promotions and surge management
• Build and maintain dashboards and KPIs such as driver utilization, cancellation rate, average pickup time and driver satisfaction
• Act as liaison between ops and tech teams, help define app and backend requirements, and oversee tools such as driver CRM, telematics dashboards and onboarding software
• Ensure data accuracy in operations systems through regular audits and cleaning
• Work with customer support to deliver high-quality service, design SLAs and set up SOPs for ride operations, safety and incident management
• Enforce safety protocols, ensure regulatory compliance and run regular driver training
• Lead and develop a team covering onboarding, driver support, quality control and dispatch, setting roles, KPIs and career paths
• Manage the operations budget with finance, forecast driver supply needs and costs, and prepare weekly and monthly reports for senior leadership

Required profile

• Bachelor's degree in Business, Operations Management, Supply Chain, Logistics or a related field (MBA or master's a plus)
• 5+ years of operations experience, preferably in ride-hailing, fleet management, logistics, transportation or a two-sided marketplace
• Proven experience leading and scaling teams in a fast-paced, high-growth environment
• Knowledge of local regulations relevant to ride-hailing and transportation is desirable; a valid driver's license is advantageous but not always required

Required skills

• Strong analytical skills and comfort with data (Excel, Google Sheets, BI tools or SQL)
• Familiarity with dispatch software, telematics and driver management platforms
• Excellent communication, negotiation and interpersonal skills