Yango Manager

Job Description:

As a Ride Hailing Service Manager, you will be responsible for overseeing the operations and management of a ride-hailing service, ensuring the smooth and efficient functioning of the platform. You will work closely with various teams, including drivers, customer support, and technical support, to optimize service quality and customer satisfaction. Your role will involve a combination of strategic planning, operational management, and team leadership.

Key Responsibilities:

Operations Management:

Develop and implement strategies to enhance service efficiency, reliability, and customer experience.

Monitor and analyze key performance metrics, such as ride completion rates, service response times, and driver ratings, to identify areas for improvement.

Collaborate with cross-functional teams to address operational challenges and optimize service processes.

Ensure compliance with local regulations and company policies.

Driver Management:

Recruit, train, and onboard new drivers, ensuring they meet the required standards and possess necessary documentation.

Maintain a positive relationship with drivers, addressing their concerns, providing support, and fostering a sense of community.

Implement driver performance evaluation systems and incentive programs to motivate and reward high-performing drivers.

Monitor driver compliance with safety standards and address any violations promptly.

Customer Service:

Oversee the customer support team, ensuring prompt and effective resolution of customer inquiries, complaints, and issues.

Analyze customer feedback and implement strategies to enhance customer satisfaction and loyalty.

Develop and maintain customer service policies and procedures, including escalation processes and service level agreements.

Technology and Platform Management:

Collaborate with the technical team to continuously improve the ride-hailing platform's functionality and user experience.

Identify and prioritize feature enhancements and system upgrades based on user feedback and market trends.

Conduct regular testing and quality assurance to ensure the platform's stability, security, and usability.

Stay updated on industry trends and emerging technologies to drive innovation and maintain a competitive edge.

Team Leadership:

Recruit, train, mentor, and manage a diverse team of employees, fostering a positive work environment and promoting professional growth.

Set performance goals and conduct regular performance evaluations for team members.

MA Degree/ BA Degree in Business Administration, Management, or a related field (or equivalent work experience).

Proven experience in operations management, preferably in the ride-hailing or transportation industry.

Strong analytical and problem-solving skills, with the ability to derive insights from data and make data-driven decisions.

Excellent leadership and team management abilities.

Exceptional communication and interpersonal skills.

Familiarity with ride-hailing platforms and related technologies.

Knowledge of local transportation regulations and compliance requirements.

Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.