Operations Team Lead

Job description

Driver Team Management & Development (40%)

• Develop and manage the driver workforce based on tiered models (Station, Shift (Full-time/Part-time), FL).
• Set operational KPIs for each driver group and ensure performance standards (AR, FR, Ontime, CPD, churn rate).
• Monitor daily operational data, analyze trends to detect issues, and propose improvement initiatives.
• Conduct training to improve driver quality: focusing on order handling, delivery behavior, and compliance with Ahamove standards.
• Collaborate with OE/Product/BA teams to enhance driver management tools (app, dashboards, incentive systems).
• Collaborate with Central Ops to design regional and time-based driver allocation plans (peak/off-peak hours).
• Lead pilot projects for new models (Shift Rider, Station, EV, etc.).
• Recommend process improvements to reduce surge pricing and CPD while boosting productivity.

Driver Community Building & Engagement (40%)

• Evaluate driver performance using quality metrics (rating, complaints, delay).
• Develop and manage the "Driver Quality Score" program to rank drivers by reliability and efficiency.
• Collaborate with OE/Product to establish early warning systems for high-risk drivers (low rating/high cancellation).
• Design targeted training programs for core, new, and underperforming drivers.
• Establish and manage the Ahamove Hanoi Driver Community (Driver Community HAN).
• Plan and execute quarterly engagement activities (offline events, recognition programs, loyalty campaigns).
• Launch the "Voice of Driver" feedback mechanism to gather insights regularly.
• Operate internal multi-channel communication systems (Zalo groups, app feed, in-app messages).
• Partner with Marketing to organize appreciation and engagement campaigns.

Team Leadership & Coaching (20%)

• Lead and take full responsibility for the performance, results, and development of team members within the department.
• Execute tasks and projects assigned by the Department Head in alignment with departmental objectives.

Job requirement

• Bachelor's degree or higher in Business Administration, Logistics, Transportation, Economics,…
• Minimum 3 years of experience in Supply or Driver Operations within logistics, on-demand, ride-hailing, or delivery platforms.
• Experience in designing and implementing incentive, engagement, or retention programs for driver/partner networks.
• Experience leading cross-functional projects with measurable outcomes.
• Proficient in Excel/Google Sheets (pivot tables, lookup functions, basic data modeling).
• Able to interpret and utilize BI dashboards (Data Studio / Power BI / Looker).
• Capable of translating data insights into actionable weekly, monthly, and quarterly plans.
• Strong ability to develop operational plans, monitor progress, control risks, and implement post-evaluation improvements.
• Experienced in managing a team of 5–10 members (field operations, community leads, supervisors).
• Excellent communication and cross-departmental coordination skills (Ops – Product – BI – BD – Marketing).
• Skilled in negotiation, coaching, and conflict resolution with both driver partners and internal teams.
• Problem-solving mindset, Data-first mindset, High sense of ownership, Collaborative spirit, Proactive and innovative.

Benefit

• Salary: 
  Negotiation
• Physical Wellbeing Benefit:

General Insurance, Medical check-up, Accident Insurance, Healthcare Insurance.
- Emotional Wellbeing Benefit:

Company Trip, Year End Party, Aha Hour Activities, Special Day Gifts, Aha Club (Badminton, Soccer).
- Financial Wellbeing Benefit:

Grab/Be For Work (Tech/Lead Level), Workplace Relocation, 13th Month Salary, PP Appreciate, Annual Leave Remain

.