Senior Operations Manager

Freenow by Lyft

London, United Kingdom

On-siteCareer-pivot friendly

Who this role is best for

Geared toward candidates with prior operations or customer support experience in mobility or similar industries, comfortable with managing driver and fleet partner relationships and optimizing marketplace KPIs.

Best fit for

Candidates with 5+ years of operations experience, including people management, in mobility or similar industries
— “At least 5 years experience (with at least 3 years of people management experience), ideally in a Operations or Customer Support environment (extra points if in Mobility, Food Delivery or similar industries)”
Individuals who have experience in managing driver acquisition, engagement, and retention programs
— “Driving key marketplace KPIs by identifying opportunities for growth and implementing initiatives that improve driver acquisition, engagement, quality and retention.”
Candidates who can build and maintain relationships with key stakeholders and handle complex support cases
— “Building and managing driver and fleet partner relationships through regular communication and proactive outreach, helping solve operational issues and serving as the primary escalation point for complex 2nd-level support cases via Zendesk.”

Things to consider

The role demands regular communication with drivers and fleet partners, which may require a preference for in-person or hybrid interactions
— “comfortable proactively engaging with drivers and fleet partners through regular communication and outreach”
The position requires a strong analytical mindset to interpret operational data and drive KPI improvements
— “You are analytical and use data to prioritize actions, identify opportunities and measure impact.”

How to stand out

Highlight experience with Zendesk and CRM tools in your resume and interview responses
— “serving as the primary escalation point for complex 2nd-level support cases via Zendesk”
Emphasize your track record in improving driver and fleet partner performance through targeted coaching
— “Tracking driver performance metrics and behavior to provide targeted coaching that elevates service standards and marketplace efficiency.”
Demonstrate your ability to manage cross-functional projects with teams like Product and Marketing
— “Collaborating with Central Operations, Product, Marketing, and Support teams to execute local operational projects”
Showcase your experience in producing performance reports and action items based on market and operational data
— “Monitoring market trends, competitor activity, regulatory developments and operational data to produce actionable performance reports”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

optimized daily operations
improved driver acquisition and retention
enhanced driver performance
increased platform adoption
managed complex support cases

Typical background

operations managementcustomer successsales

Skills & requirements

Required

Project ManagementProcess ManagementDriver ManagementFleet ManagementPerformance MetricsDriver Performance CoachingDriver Acquisition And OnboardingPlatform AdoptionEscalation ManagementMarketplace OperationsCustomer SuccessCommercial MindsetData AnalysisGoogle WorkspaceMicrosoft Office

Preferred

CRMZendeskBI ToolsMarketplace ToolsDriver Feedback AnalysisDriver EngagementDriver RetentionDriver QualityMarket Trends AnalysisCompetitor AnalysisRegulatory DevelopmentsPerformance Reporting

Stack & domain

Google WorkspaceMicrosoft OfficeCRMZendeskBI ToolsLeadershipCommunicationProject ManagementProcess ManagementConflict ManagementOperationsMarketplace OperationsCustomer SuccessSalesCommunity ManagementAccount Management

About the role

Original posting from Freenow by Lyft via Greenhouse

Location: London
We are seeking a highly driven and results-oriented Senior Operations Manager to support our Head of Operations and team in leading and executing our operational strategy for our UK market. This pivotal role is essential to the efficient operation of our business, directly influencing growth and customer satisfaction. Reporting to the Head of Operations, you will be responsible for optimizing daily operations, driving performance improvements, and cultivating strong relationships with key stakeholders. As a key leader, you will be instrumental in delivering the Freenow by Lyft vision locally and ensuring operational excellence.
YOUR DAILY ADVENTURES WILL INCLUDE:
Driving key marketplace KPIs by identifying opportunities for growth and implementing initiatives that improve driver acquisition, engagement, quality and retention.
Building and managing driver and fleet partner relationships through regular communication and proactive outreach, helping solve operational issues and serving as the primary escalation point for complex 2nd-level support cases via Zendesk.
Tracking driver performance metrics and behavior to provide targeted coaching that elevates service standards and marketplace efficiency.
Supporting driver acquisition and onboarding to ensure a seamless journey from initial registration to their first completed trips.
Driving platform adoption and feature engagement while gathering actionable driver feedback to continuously inform operational improvements.
Escalation management: Support the team by handling escalated cases with our drivers
Collaborating with Central Operations, Product, Marketing, and Support teams to execute local operational projects and roll out new marketplace tools.
Monitoring market trends, competitor activity, regulatory developments and operational data to produce actionable performance reports and drive KPI growth.
TO BE SUCCESSFUL IN THIS ROLE:
You take ownership of operational challenges in a fast-paced environment, proactively managing competing priorities to continuously optimize processes and elevate the driver experience.
You are customer-centric while maintaining a strong commercial and operational mindset.
You are comfortable proactively engaging with drivers and fleet partners through regular communication and outreach.
You are analytical and use data to prioritize actions, identify opportunities and measure impact.
You communicate clearly and influence stakeholders with confidence
Experience handling escalations and conflict management
Strong project / process management skills - Able to manage both upwards and downwards efficiently
You have good knowledge of Google Workspace or Microsoft Office. Experience with CRM, Zendesk or BI tools is a plus.
Previous experience in Operations, Marketplace Operations, Customer Success, Sales, Community Management or Account Management is a plus.
At least 5 years experience (with at least 3 years of people management experience), ideally in a Operations or Customer Support environment (extra points if in Mobility, Food Delivery or similar industries)
BENEFITS & PERKS IN A NUTSHELL:
Trust-based working models
Free Udemy e-learning access
Sabbatical & special leave policies
Subsidised gym membership
Birthday, 24th + 31st December off
Partner product discounts
Mobility budget for FREE NOW App
Free language courses
Employee assistance program
Personal development budget
Plus more local benefits depending on your work location!
*in one of the 10 countries where we have a legal entity: France, Spain, Germany, Austria, Portugal, Italy, UK, Ireland, Poland & Greece
DIVERSITY, EQUITY & INCLUSION:
Freenow by Lyft is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work.
SEE WHAT OUR AWESOME COLLEAGUES SAY ABOUT US:

Source: Freenow by Lyft careers (Greenhouse)