Job Summary:
Drop Innovations Limited is looking for an Operations Manager to oversee the smooth running of day-to-day operations across our ride-hailing, logistics, and e-commerce services. The ideal candidate will ensure that operational processes are optimized to deliver high-quality service, manage teams effectively, and ensure that our services meet customer expectations. This role requires someone who is detail-oriented, solution-driven, and passionate about operational efficiency.
Key Responsibilities:
Operations Oversight:
Oversee the daily operations of Drop’s services, including ride-hailing, dispatch, car rental, and Drop Shopping.
Ensure that all operations run efficiently and services are delivered to the highest standard.
Monitor fleet management and ensure that vehicles and equipment are in optimal condition.
Process Improvement:
Develop and implement operational strategies, systems, and processes that enhance efficiency and reduce operational costs.
Identify bottlenecks and inefficiencies in current workflows and create action plans to address them.
Team Leadership:
Manage and lead the operations team, including drivers, dispatchers, customer service agents, and support staff.
Set clear performance expectations, provide training, and conduct regular performance evaluations.
Foster a positive work environment and encourage team collaboration.
Quality Assurance:
Ensure that customer services meet or exceed Drop’s quality standards.
Implement and monitor quality control procedures to enhance service delivery and customer satisfaction.
Logistics and Fleet Management:
Coordinate logistics for dispatch and delivery services, ensuring timely and efficient deliveries.
Oversee the maintenance of vehicles, including routine inspections, servicing, and repairs.
Risk and Safety Management:
Develop and enforce safety policies for both employees and customers.
Conduct risk assessments and develop mitigation strategies to minimize potential operational risks.
Data Analysis and Reporting:
Analyze operational metrics to identify trends and areas for improvement.
Prepare regular reports for senior management on operational performance, efficiency, and challenges.
Customer Experience Enhancement:
Work closely with the customer service department to address issues, enhance customer satisfaction, and improve the overall user experience.
Collect and act on feedback from customers and drivers to enhance service delivery.
Collaboration with Other Departments:
Work with the technology team to ensure that operational needs are effectively supported by the technology platform.
Collaborate with the sales and marketing team to align operations with marketing campaigns and growth strategies.
Requirements:
Bachelor’s Degree in Operations Management, Business Administration, or a related field.
5+ years of experience in an operations management role, preferably in transportation, logistics, or e-commerce.
Strong leadership and team management skills with experience in managing large teams.
Proven experience in process optimization and continuous improvement.
Excellent problem-solving and analytical skills.
Familiarity with logistics software, fleet management systems, and real-time tracking solutions.
Ability to multitask and work in a fast-paced, dynamic environment.
Knowledge of Nigerian market and understanding of logistics and mobility challenges in the region.
Key Competencies:
Leadership: Ability to lead and inspire a team to achieve operational goals.
Efficiency-Driven: Strong focus on optimizing workflows to enhance productivity.
Customer-Focused: Commitment to delivering high-quality customer service.
Problem Solving: Ability to identify operational issues and implement effective solutions.
Adaptability: Comfortable working in a rapidly changing environment with evolving demands.
Benefits:
Competitive salary and performance-based bonuses.
Hybrid work model with flexibility.
Opportunities for career growth and development.
Health insurance, paid leave, and other standard benefits as per company policy.
