Senior Operations Manager

Overview

In this role you will drive operational excellence for the UK market, partnering with the Head of Operations to implement the local strategy and support growth and customer satisfaction. You will optimise daily operations, boost performance metrics, and nurture relationships with drivers, fleet partners, and cross-functional teams. The position offers scale-driven impact as you roll out marketplace improvements and shape the driver experience in a fast-paced environment. You will be pivotal in delivering Freenow by Lyft’s vision locally and ensuring exceptional throughput and service quality.

Pay / Benefits

• Trust-based working models
• Free Udemy e-learning access
• Sabbatical & special leave policies
• Subsidised gym membership
• Birthday, 24th + 31st December off
• Partner product discounts

Responsibilities

• Drive marketplace KPIs by identifying growth opportunities and implementing initiatives for driver acquisition, engagement, quality and retention
• Build and manage driver and fleet partner relationships; serve as escalation point for complex 2nd-level Zendesk cases
• Track driver performance and provide targeted coaching to raise service standards and efficiency
• Support driver acquisition and onboarding from registration to first trips
• Drive platform adoption and feature engagement; gather driver feedback to inform improvements
• Manage escalations and conflict with drivers
• Collaborate with Central Operations, Product, Marketing and Support on local projects and rollout of tools
• Monitor market trends, competitor activity, regulatory developments and data to produce actionable performance reports and KPI growth

Key requirements

• 5+ years experience in Operations, Marketplace Operations, Customer Success, Sales, or Account Management
• 3+ years people management experience
• Strong analytical skills and data-driven decision making
• Excellent communication and stakeholder influence
• Experience with escalations and conflict management
• Good knowledge of Google Workspace or Microsoft Office; experience with CRM, Zendesk or BI tools is a plus
• Experience in Mobility, Food Delivery or similar industries is a plus

• customer-centric mindset
• strong commercial and operational thinking
• clear communication and influential presence
• Google Workspace or Microsoft Office
• Zendesk
• CRM tools

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